How to set up a booking chatbot

Define the scope and source of information

Rooms, tables, appointments and events need different fields. Start with one service. Define dates, time zones, party size, duration and necessary contact details. Document where prices, capacity, cancellation conditions and availability are maintained.

Check availability in the live system

Establish an authorised connection to the calendar or booking system. Review the integration options and confirm reading and booking-creation capabilities separately. A slot shown as free in an old spreadsheet may already be taken. If the source does not respond, send the request to the team instead of confirming it.

Turn a choice into a confirmed booking

1. Clarify the date, party size and service.
2. Show available options and applicable conditions.
3. Obtain the customer’s choice and required confirmation.
4. Create the record and check the system response.
5. If successful, share the booking reference and next step.

Protect against simultaneous requests for the same slot and duplicate records caused by repeated messages. If payment is required, explain whether the reservation is provisional or confirmed.

Include changes and cancellations

Match the existing record to the correct customer. Before a change, show the new availability and any price difference. Follow your system’s rules for replacing or cancelling a booking; a failed operation should not leave the customer without their original reservation.

Test before launch

Try unavailable slots, different time zones, missing contact details, connection failures, repeated requests and cancellations. Measure correctly created bookings and records needing correction, not just conversation volume. Keep human help accessible for unclear requests.

Evaluate your own workflow

Explore Palmate customer support. Request a demo to review the flow with your own systems and customer requests.