Appointments

Appointments is the messaging around a meeting: the confirmation, the reminders, the cancellation and the no-show follow-up, the channel each goes out on, and your own email and text wording for each. It is the third tab in Flows (Flows > Appointments).

Note

What Gene may book is a calendar setting and lives in Settings > Calendars, not here: work hours and timezone, plus enabled meeting types whose Bookable by setting includes AI. The Meeting settings link at the top of the page opens it. See What Gene may book below.

Overview#

The page is one card with a row per message:

All four are on unless switched off. By default the wording is generated for you and sent in the lead's language.

Managers, admins and Gene Support can change it; for everyone else it is greyed out. Every change saves on its own, with a Saving... / Saved marker on the row, or "Not saved. Try again" with a Try again link if a save fails. There is no Save button.

Channels#

Each row has two chips, Email and WhatsApp. A pressed chip means the message goes out on that channel; press both for both. At least one stays pressed.

On Confirmation, Email is pressed only when the confirmation email really goes out; pressing it on a workspace that had switched that email off switches it back on.

Until someone presses one, the chips show what Gene already does: the confirmation and the cancellation go by email and in the lead's chat, the no-show follow-up by WhatsApp (by email when the lead has no number).

The confirmation email carries the .ics calendar invite, so a confirmation sent by WhatsApp only reaches the lead without one. A WhatsApp send respects WhatsApp's 24-hour window: inside it Gene sends a normal message, outside it an approved template.

Reminders#

Under the Reminders row, each reminder is its own line: its own switch, how long before the meeting (minutes, hours or days), one channel (Email or WhatsApp), Edit, and an X to remove it. Add reminder adds a line (Email, 1 hour before). A workspace that never saved its reminders gets an email 1 hour before and a WhatsApp message 30 minutes before. Clearing a reminder's number to type a new one saves nothing until a whole number is in.

A reminder saved on Telegram, SMS or the same chat as the conversation keeps that channel, shown as a third chip, until you press Email or WhatsApp.

Edit#

Edit on a row opens that message in a window in the middle of the screen.

The Confirmation window has two tabs: New booking (the confirmation) and Rescheduled (sent when a meeting moves, under the same Confirmation switch). Each editor has Email and WhatsApp tabs. Every row has one Edit button. It opens on the first channel the row sends on (Email when Email is pressed, otherwise WhatsApp), and the Email / WhatsApp switch inside the window reaches the other one. Wording is shared by all reminders on the same channel.

Email#

Every message has an Email to the lead section. By default it shows an AI handles this card: Gene writes the email at send time against the real meeting, in the lead's language, and the preview shows it. Choose Write my own to write it yourself; Let Gene handle this, above, goes back to Gene's email (your wording is cleared from the editor). Your own email has a Subject line and an Email message, and under the message a choice of how it is written: Write it here or Upload an HTML file. Your typed text and your uploaded file are kept apart, so trying the other way does not throw the first away. The one chosen when it saves is the one that is sent.

Under Fields, tap a chip to use it: in the subject or in typed text it goes in where your cursor was; with an uploaded file it is copied, to paste into your HTML. They fill in per lead: {{first_name}}, {{last_name}}, {{appointment_name}}, {{date}}, {{time}} (in the lead's timezone), {{location}}, {{video_link}}, {{host_name}}, {{company_name}}, {{reschedule_link}}, {{cancel_link}}. A variable the list does not know is left as typed, so a typo shows in the preview. An empty subject uses Gene's subject. Until the message has words (or a file) in it, Gene's own email goes out. In typed text, a line whose variable is empty for that meeting (for example Link: {{video_link}} on an in-person meeting) is left out instead of sent bare.

Upload an HTML file takes one .html or .htm file, up to 100 KB (a bigger file would be clipped by Gmail, so it is refused with a message). The file is the whole email: it is sent exactly as uploaded, with the same fields filled in per lead, and Gene adds no greeting, sign-off or details card around it, so put your own buttons and links in the file (for example {{reschedule_link}}). Scripts, frames, forms, event handlers and other active content are stripped before it is sent, and a link that would run code is replaced. Layout, tables, images, links and CSS stay. Replace swaps the file and the X removes it.

The preview below is the email as the lead receives it. For typed text it is the real branded email, with the greeting and sign-off Gene adds. A custom email is sent as written and not translated, so write it in the language you want leads to read. The calendar invite stays attached either way: Writing your own, or uploading a file, changes the words, not the invite. The mode, the subject and the message (or file) each save on their own.

Text message#

Each event has a WhatsApp text editor. It starts as an AI handles this card (Gene's standard or generated wording, in the lead's language); Write my own opens the box:

• Message: the text Gene sends. Insert variables from the chips below the box. They fill in per lead: {contact_first_name}, {contact_last_name}, {appointment_start_time}, {appointment_location}, {meeting_url}, {tenant_name}.
• Preview: what the lead receives.
• Your wording saves as you type. Let Gene handle this (or clearing the box) removes it and goes back to the automatic, translated copy.
• Once you have written wording, a Use your wording switch above it turns it on or off without deleting it.

If you have not written your own, Gene writes the confirmation or reminder at send time in the lead's language. Your own WhatsApp wording replaces that message when enabled and goes out as written.

Where the meeting is#

The details card in Gene's email, and the {{location}} / {{video_link}} (email) and {appointment_location} / {meeting_url} (text) variables, show one place. An in-person meeting shows its address and no link. An online meeting shows the video service (Google Meet, Zoom, Microsoft Teams) and the Join link. Both show only when the meeting has a real address and a link. A line left empty by a variable, like Link: {{video_link}}, is dropped.

What Gene may book#

Meeting types on Settings > Calendars > Meeting Types (Managers only) apply to the whole workspace. Gene may offer enabled types set to AI or AI + People under Bookable by, and only the types the lead's owner is an assignee of when they are on any. The Preferred meeting format on Settings > Calendars > Availability is the format Gene suggests first. There is no separate switch for in-person, online or phone meetings. The video tool for online meetings is per person, in each teammate's Meeting tool card on Settings > Calendars > Availability. See What the AI reads when it books. The times Gene can offer come from each host's work hours and the meeting type's booking rules, see Calendars.

Languages#

Gene remembers the language each lead writes to you in and sends their appointment messages in it, on email and on WhatsApp alike. Three rules cover it:

• Gene's own wording is translated into the lead's language every time it sends.
• Wording you write is not translated. It goes out as you typed it, so write it in the language you want leads to read. The one change Gene makes, on WhatsApp, is turning a dash between clauses into a comma or a full stop.
• Every appointment email opens with a greeting and closes with a sign-off. Under the card it reads "Best regards,", your assistant's name (from Sales agent) and your company name, in the lead's language. On your own wording, the sign-off follows the language you wrote it in, and a greeting ("Hi" and the first name) is added only when your wording does not open with one.
• A lead who has never messaged you gets English. Someone who booked straight from a form has written nothing to detect a language from. Gene does not fall back to your workspace's first spoken language.

The language is detected from the conversation and stored on the contact. You can read it and correct it in the Language field on the contact panel in the inbox.

Tip

If a lead is getting messages in the wrong language, check the Language field on their contact panel first.

Tips#

• Leave the automatic messages on. They are the difference between a booked meeting that shows up and one that quietly slips.
• Custom wording and uploaded HTML are sent as written (variables substituted, on WhatsApp a dash between clauses turned into a comma or a full stop, and on Email a greeting and sign-off added where missing) and is never translated, so keep it short and include the time ({appointment_start_time} in a text message, {{date}} and {{time}} in an email).
• If leads see "no times are available" on the booking page, check work hours and timezone under Settings > Calendars > Availability first.