Availability & Scheduling

Availability & Scheduling at a Glance

Purpose: REXPT separates the agent's Business Hours from appointment availability, while allowing both settings to work together.

• Agent Schedule defines the agent's Business Hours.
• Public Agent provides the customer-facing agent page and public URL.
• Availability & Scheduling controls appointment duration, weekly availability, and booking rules.
• Date-Specific Overrides handles one-time changes to availability.
• Closed in Business Hours is an owner-side warning when appointment availability is enabled on a day marked closed in Business Hours.

Open Agent Schedule

Purpose: Agent Schedule is where the business owner configures the agent's Business Hours.

Step 1 — Open More Settings

Action: Open More Settings and select Agent Schedule.

Step 2 — Review Business Hours

Action: Use the Agent Schedule page to select business days and define the start and end time for each selected day.

24×7 Agent Active

• Enable this setting when the agent should handle calls outside the configured Business Hours.
• When it is not enabled, the agent follows the configured Business Hours for call handling.

Open the Public Agent

Purpose: The Public Agent is the customer-facing experience where visitors can interact with the agent and access the appointment booking experience.

Step 1 — Locate Your Public Agent URL

Action: Open Public Agent and use the displayed Your Public Agent URL to access the public agent page.

Step 2 — Customize the Vanity URL

Action: Open the Public URL controls, edit the Vanity URL slug, and select Update Vanity URL to save the customized path.

• The vanity URL lets the owner customize the public agent URL path.
• After updating it, the customized URL can be used to open the public agent page.

Availability & Scheduling

Purpose: Open Availability & Scheduling to configure the appointment schedule and review the current booking setup.

Appointment Settings

• Appointment Duration — default length of an appointment.
• Buffer Time — time reserved around a booking.
• Minimum Notice — minimum advance time required before a customer can book.
• Booking Horizon — maximum number of days into the future a customer can book.

Weekly Availability

Purpose: Set the regular appointment availability for each day of the week.

Step 1 — Open Edit Weekly Availability

Action: Select Edit Weekly Availability.

Step 2 — Enable or Disable a Day

• Turn a day ON to configure appointment availability for that day.
• Turn a day OFF when you do not want to configure appointment availability for that day.
• Enabled days show start and end time selectors.

Step 3 — Set Start and End Times

Action: Choose the required start and end times from the time selectors.

Step 4 — Set Default Appointment Duration

• 15 min
• 30 min
• 45 min
• 60 min

Step 5 — Save Weekly Availability

Action: Select Save Weekly Availability to apply the weekly appointment schedule.

Closed in Business Hours

Purpose: The orange Closed in Business Hours tag tells the owner that appointment availability is enabled for a day that is marked closed in Agent Schedule Business Hours.

• It is an owner-side warning about a difference between the two schedules.
• The warning tag does not automatically remove the configured appointment slots.
• The owner can decide whether to keep the day closed or enable appointment availability anyway.

When a Closed Day Is Enabled

Action: When you turn ON appointment availability for a day that is closed in Business Hours, review the Business Hours Warning.

Choose an Option

• Keep Closed — keep appointment availability disabled for that day.
• Enable Anyway — allow appointment availability for that day even though Business Hours show it as closed.

Date-Specific Overrides

Purpose: Use Date-Specific Overrides for a one-time change without changing your regular weekly schedule.

Step 1 — Open Manage Overrides

Action: Select Manage Overrides under Date-Specific Overrides.

Step 2 — Select the Date

Action: Choose the exact calendar date that needs a special schedule.

Step 3 — Set the Override

• Block the selected date when appointments should not be available.
• Or set different start and end times for that specific date.
• The override applies to the selected date only.

Step 4 — Save the Override

Action: Add or save the override to apply the special availability.

Booking Rules

Purpose: Booking rules determine which appointment slots can be offered to customers.

Customer Booking Flow

Purpose: The Hosted Public Agent combines appointment scheduling with the existing communication experience.

• Customer opens the Public Agent page.
• Customer selects an available date.
• The system loads available time slots for that date.
• Time slots are localized to the visitor's browser timezone.
• A first-time visitor provides Full Name, Email Address, and Phone Number.
• The submitted lead details are retained in the session.
• Customer selects a time slot and chooses Confirm Booking.
• The system creates the appointment using the captured lead details.

If a Slot Is Taken

• If another visitor books the same slot first, the second booking attempt is rejected.
• The visitor sees: “This slot was just taken. Please select an alternative time.”
• The slot list refreshes to show the latest availability.

Booking Confirmation & Reminders

• Visitor confirmation — Email and SMS with appointment details and booking-management information.
• Business owner notification — Email and SMS with visitor and appointment details.
• 24-hour reminder — reminder sent 24 hours before the appointment.
• 1-hour reminder — final SMS reminder sent 1 hour before the appointment.
• Calendar export — booking confirmation includes calendar export options such as .ics.

Cancellation & Rescheduling

Cancel an Appointment

• Visitor opens the booking management link.
• Visitor confirms cancellation.
• Appointment status changes to cancelled.
• The blocked time and associated buffer are released.
• Merchant and visitor receive the applicable cancellation notifications.

Reschedule an Appointment

• Visitor opens the booking management link.
• Available dates and times are shown.
• Visitor selects a new slot and chooses Update Booking.
• The previous appointment is marked as rescheduled and a new appointment record is created.
• Updated confirmation notifications are sent.

Important Notes

• Agent Schedule controls Business Hours; Availability & Scheduling controls appointment availability.
• The orange Closed in Business Hours label is an owner-side warning.
• A closed Business Hours day can still be configured for appointment availability when the owner chooses Enable Anyway.
• Date-Specific Overrides are for one-time schedule changes.
• Buffer, Minimum Notice, and Maximum Scheduling Horizon affect the final slots customers can book.

Confirm Your Setup

• Review Agent Schedule Business Hours.
• Check Weekly Availability and enabled days.
• Verify start and end times.
• Review any Closed in Business Hours warning tags.
• Check Date-Specific Overrides.
• Confirm appointment duration, buffer, minimum notice, and booking horizon.
• Open the Public Agent URL and verify the customer-facing booking experience.

Related Guides

• Calendar, Bookings & Calls
• Connect Your Calendar
• Configure Call Routing