An appointment is a meeting with a client at a set time. It can be a buyer consultation, a listing appointment, a showing or another meeting. It is on the contact, and on a deal when it is about one. Each step shows on the contact's and the deal's activity: booked, then met, no-show, canceled or rescheduled.
Book an appointment
- Open a contact or a deal.
- In Appointments, select Book appointment.
- Choose the Type and who meets the client in With.
- Choose the date, the start time and the length.
- On a contact, you can choose one of its deals. On a deal, choose the person.
- Select Book appointment.
The person in With gets the credit, even when someone else books it. Times use your device's time zone.
You can also book from the phone app. Open the contact or deal, then select the calendar button in Appointments.
When you log a meeting with the outcome Appointment booked, Berchtold opens the booking form. The appointment counts once.
Say whether it happened
After the appointment ends, Berchtold asks the person who met the client one question. For example: "Did your appointment with Sam Lee happen?" Without a length, it asks one hour after the start. The question goes to Approvals → Appointments, and to the phone app as a notification.
Choose one answer:
- Met: the appointment took place.
- No-show: the client did not come.
- Rescheduled: choose the new date and time. The appointment moves there and counts once. Berchtold asks again after the new time.
- Canceled: the appointment did not take place.
You can also answer on the contact or the deal, or in the phone app. Your AI assistant, such as Claude, can answer too. To fix a wrong answer, select Change answer.
Until you answer, the appointment counts as booked. Goals show it as waiting for an answer.
Calendly bookings
When you connect your own Calendly, each new booking is an appointment for you. It has the meeting's real time. A cancel or a reschedule in Calendly changes the appointment. A no-show you mark in Calendly answers it. Some bookings came in before appointments existed. They become appointments when the meeting is still to come, or took place in the last 7 days. Older bookings stay in the activity, so nobody is asked about old meetings.
Appointment types
Admins and people who can change CRM settings can rename the types. They can also add their own and delete the ones they do not use. Open Approvals → Appointments and select Appointment types. An appointment keeps its type. A deleted type is no longer offered.
Goals and reports
Work → Goals has three appointment measures:
- Appointments booked: new appointments, counted on the day they were booked.
- Appointments met: appointments that took place, counted on their date.
- Kept rate: appointments met, divided by those met, no-shows and canceled. It counts appointments dated in the period. One that waits for an answer is left out until it has one.
A team's numbers add up its people. You can set a goal for each day, each week, each calendar quarter or the whole period. For example, set 24 appointments met per quarter. A quarterly goal starts on the first day of a quarter. The goal card shows This quarter.
Reports → Deal reports → Appointments shows the same numbers for any period, by agent and by type. It also lists the appointments that wait for an answer.
The annual GCI goal keeps its Appointments step for now: the leads that reached Active. The appointments met show beside it. Once there are 12 months of appointments for the goal's people, the step counts appointments met.