Appointments

Appointments handles scheduling and syncs booked meetings to your CRM. When a prospect books a meeting, graph8 automatically creates or updates the contact, syncs the meeting to your CRM, and assigns the correct owner.

Appointments vs Meetings

These two areas work together, but they are not the same feature:

Feature	Primary Purpose
Appointments	Booking workflow, scheduling events, and CRM sync
Meetings	Reviewing calendar meetings in the Inbox with transcript and follow-up context

Use Appointments when you need to control how meetings are booked and synced. Use Meetings when you want to review what happened in the meeting and what should happen next.

How It Works

The flow:

1. A prospect books a meeting through your scheduling page
2. The scheduling system sends an event to graph8
3. graph8 processes the event — creates/updates contacts and syncs to your CRM
4. The meeting appears in your CRM with the correct contact associations

This runs automatically in the background for every booking.

Appointment Events

graph8 processes four types of scheduling events:

Event	What Happens
Booking created	New meeting booked — contact created/updated, meeting synced to CRM
Booking updated	Meeting details changed — CRM meeting updated
Booking canceled	Meeting canceled — CRM meeting marked as canceled
Booking rescheduled	Meeting moved — original marked as rescheduled, new meeting created in CRM

Reschedule Handling

Reschedules are handled differently by CRM:

• HubSpot / Pipedrive — the original meeting is updated to “rescheduled” status and a new meeting is created
• Salesforce — a new meeting is created (Salesforce doesn’t reliably support finding and updating the original)

Contact Creation

When a booking comes in, graph8 automatically processes the attendees:

• Creates new contacts if they don’t exist in your database
• Updates existing contacts with any new fields (phone number, name)
• Processes guests from the booking response (additional attendees)
• Skips the host — the meeting host is treated as the owner, not a contact
• Deduplication — prevents creating duplicate contacts

CRM Sync

Meetings are synced to your connected CRM:

CRM	Capabilities
HubSpot	Create meetings, update on reschedule/cancel, associate with contacts
Salesforce	Create meetings, associate with contacts
Pipedrive	Create meetings, update on reschedule/cancel, associate with contacts and attendees

Each synced meeting includes:

• Title and description
• Start and end times
• Location and meeting URL
• Contact associations
• Owner assignment
• Booking UID for tracking reschedules and cancellations

Owner Assignment

Control how meeting owners are assigned in your CRM:

Mode	Behavior
Use host as owner	The meeting host becomes the CRM owner — no fallback if host isn’t found
Use default owner	Try the host first, fall back to a configured default owner

Configure owner assignment per CRM integration in Settings → Integrations.

Settings

Appointment settings are configured per CRM integration:

Setting	What It Controls
Entity type	Whether to create contacts, leads, companies, or deals from bookings
Field mappings	Map booking fields to CRM fields
Owner assignment mode	How meeting owners are determined
Default owner	Fallback owner when host can’t be matched

Tip

Connect your CRM before your first appointment goes live. When meetings sync automatically, your sales team sees booked meetings in their CRM without any manual data entry.

Routing Forms

A routing form is a public form that qualifies prospects before they book. Based on the answers they submit, graph8 routes them to the right calendar, the right rep, or an ineligible-lead page.

What Routing Forms Are For

• Qualify inbound leads — ask company size, role, or budget before offering a meeting slot
• Route to the right rep — enterprise leads to AEs, SMB leads to SDRs, support requests to CS
• Block out-of-ICP traffic — deny meetings to prospects who fail qualification criteria
• Collect context before the call — so reps walk into meetings prepared

Creating a Routing Form

1. Go to Engage → Appointments → Routing Forms
2. Click New Form
3. Add questions (each question becomes a form field):
   • Short text — name, title
   • Email — auto-validated
   • Phone — auto-formatted with country code
   • Dropdown — single-select with predefined options
   • Multi-select — multiple choices (e.g., tools they already use)
   • Number — company size, budget tier
   • Long text — free-form context
4. Mark required questions with Required
5. Click Routing Rules to configure how answers map to outcomes
6. Click Publish to get a shareable URL

Routing Rules

Rules are evaluated in order. The first match wins. If no rule matches, the fallback action applies.

Rule Condition Types	Example
Field equals	Company size = 1000+
Field contains	Role contains "VP" or "Director"
Field in range	Budget between 10,000 and 100,000
All of	Multiple conditions must all match
Any of	At least one condition must match

Routing Actions

Action	Behavior
Show calendar	Display a specific calendar (e.g., AE calendar vs. SDR calendar)
Assign rep	Match the prospect to a specific user’s calendar
Round-robin	Distribute across a pool of reps
Redirect URL	Send prospect to an external page (pricing, resources, ineligible page)
Thank-you page	Show confirmation without offering a meeting
Webhook	Send the submission to your own endpoint

Example: Enterprise vs. SMB Routing

A typical B2B setup:

1. Ask Company size
2. Rule 1: If Company size ≥ 500 → show AE calendar with round-robin across enterprise AEs
3. Rule 2: If Company size 50–499 → show Mid-market calendar
4. Rule 3: If Company size < 50 → redirect to self-serve signup page
5. Fallback: show SDR calendar (catches unanswered cases)

Form Analytics

Each form tracks:

Metric	What It Shows
Views	How many prospects opened the form
Completions	How many submitted
Completion rate	Completions ÷ Views
Rule breakdown	How many prospects hit each routing rule
Meeting rate	Of those offered a calendar, how many booked
Disqualified	Count of prospects blocked or redirected

Use analytics to tune qualification thresholds — if too many prospects get disqualified, loosen rules; if too many unqualified leads reach AEs, tighten them.

Embedding on Your Site

Embed a form on your site to replace a generic contact form:

1. Open the form in the editor
2. Click Embed
3. Choose Inline (replaces a <div> on the page) or Popup (opens on button click)
4. Paste the script tag into your site

Tip

Connect a routing form to a web chat button instead of a contact form. Chat-to-form conversion is 2–3x higher than static contact forms because prospects qualify in-context.

Out-of-Office and Buffer Rules

Control when meetings can and can’t be booked, even after a prospect qualifies.

Rule	Behavior
Business hours	Only offer slots during the rep’s configured hours
Minimum notice	Require N hours of lead time before a meeting can be booked
Maximum lookahead	Don’t offer slots more than N days in the future
Buffer time	Add N minutes before/after meetings (travel, prep, debrief)
Daily cap	Limit bookings per rep per day
Weekly cap	Limit bookings per rep per week
Out-of-office	Block dates from the calendar (manual or auto-synced from Google/Outlook)

Configure in Engage → Appointments → Availability.

Booking Confirmation Emails

When a prospect books, graph8 sends a confirmation email via SES to the prospect (and CCs the host) with:

• Meeting title, time, and timezone-localized details
• Conferencing link (Google Meet / Zoom / Teams / custom)
• A .ics calendar invite as an attachment so the prospect can add the meeting to any calendar app
• Reschedule and cancel links signed with secure tokens (no login required for the prospect)

Reschedule and cancel emails are sent automatically when the matching booking event fires.

Conferencing Providers

graph8 auto-generates conferencing links based on the host’s connected provider:

Provider	Link Type	Notes
Google Meet	meet.google.com/…	Requires Google Calendar connected
Zoom	zoom.us/j/…	Requires Zoom OAuth connection
Microsoft Teams	teams.microsoft.com/…	Requires Microsoft 365 connected
Custom	Any URL	Use for WebEx, Whereby, in-person meetings

The conferencing link is included in the calendar event and synced to CRM.

Next Steps

• Connections → — Set up your CRM integration
• Meetings → — Review meetings and transcript context in the Inbox
• Web Chat → — Let visitors book meetings from chat
• Sequencer → — Link sequences to appointment outcomes
• Forms (inbound tracking) → — Different feature: track form submissions on your existing website