A chat tool can help people book a time. Before you turn it on, decide which slots it can use. Decide when a person must take over.
A direct message, or DM, is a private chat in an app. The same booking checks apply to chat and email.
Test the full path
- Send a test request with a made-up name.
- Give the date, time, and time zone.
- Check that the slot is free.
- Confirm the right name and contact details.
- Check that the booking is saved.
- Check that the team can see the next step.
A chat that says “booked” is not enough. The slot must be in the right calendar.
Tell it when to stop
The tool should ask for help if a message is unclear. It should stop when a person joins the chat. Complaints and private requests may also need a person.
Test what happens when no slots are free. Test a request to change the time. Check that it does not book the same call twice.
Start with one type of call
Use one clear booking path first. Check the first week of chats. Fix gaps before you add more tasks.
See our past work for examples of tools with checks before they act.