Outlook Calendar Integration

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Introduction

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Key Features

• Real-time availability: the agent checks the calendar before it offers or books a time
• Automatic booking: natural language like “next Tuesday at 3pm”
• Conflict prevention: a booking is rejected if the slot is already taken
• Microsoft Teams link: a Teams meeting link is added to bookings when the account supports it
• Multiple calendars: up to 5 calendars per agent, routed by description or pooled (union)
• Timezone aware: the caller’s timezone is converted to the calendar owner’s timezone automatically
• Omnichannel: voice, web chat, WhatsApp, Instagram, Messenger, Telegram and Discord

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1. Connect your Microsoft account

1. Open the Integrations tab.
2. Find Outlook Calendar and click Connect.
3. Sign in with the Microsoft account that owns the calendars and accept the permissions (read and write calendars).
4. A setup wizard opens: pick the calendar, your timezone, and the agent that should use it, then test it right there.

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2. Add the tool to an agent

1. Open the agent, go to the Prompt tab, and add the Outlook Calendar tool to a node.
2. Choose the account, the calendar and the owner timezone.
3. Pick the allowed methods: create, check availability, lookup, update, delete.
4. Optionally set a default caller timezone so callers are never asked where they are.

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Multiple calendars

• Route: the agent picks the calendar using each calendar’s description (for example “sales demos” vs “support”).
• Union pool: availability is pooled across all calendars and a booking goes to any free one.

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How booking works

1. The agent calls outlook_calendar_check_availability for the day the caller asked about.
2. It collects the caller’s name and email (the email is required so Outlook can send the invitation).
3. It calls outlook_calendar_create_event; the slot is re-checked first.
4. To reschedule or cancel, the agent looks the booking up first (outlook_calendar_lookup_events), then updates or deletes it.

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Disconnecting