Calendar Booking

Calendar Booking presents available meeting times after Lead Routing selects a representative or routing group. It checks eligible Google Calendars, confirms that the selected time is still free, creates the meeting, sends the visitor an invitation when a valid email is available, and records the booking in Marcenta.

See Routing Groups and Rules for routing groups, assignment modes, rules, outcomes, and testing.

Before you configure booking

Prepare:

• an active Marcenta representative for every person who can receive meetings;
• access to each representative's intended Google account;
• organizational approval for the requested calendar access;
• meeting duration, buffers, and booking-window policy;
• visitor-facing booking copy; and
• notice and consent appropriate for meeting recording, if enabled.

Prepare visitor identity fields

Map the form's visitor email field to email. A valid email value is required for Google Calendar to add the visitor as an attendee and send the calendar invitation. The meeting can still be created without it, but the visitor will not receive an invitation from Google.

Map the visitor's full name to name or full_name when it is available. The name is optional and is used as the attendee's display name. Test these mappings through the public form and confirm the values under Routing → Submitted fields before enabling booking for visitors.

What Google Calendar access is requested

The representative authorizes Marcenta to:

• identify the Google account's primary calendar and timezone;
• read free/busy information for that calendar; and
• create and manage events on that calendar.

Marcenta does not provide a separate Google user picker. The Google identity selected during authorization becomes the calendar owner for that connection. Confirm the displayed Google account before approving access.

The current connection uses that account's primary Google Calendar. It does not combine availability from secondary calendars or other Google accounts. If conflicts must block booking, place them on the connected primary calendar or ensure they appear there as busy events.

Google Workspace policies can restrict third-party OAuth applications. If authorization is blocked, ask the Google Workspace administrator to review the application-access policy rather than sharing credentials or authorizing an unrelated account.

Connect a workspace user's calendar

1. Open Settings → Users.
2. Find the representative who will receive routed meetings.
3. Start the calendar connection for that user.
4. At Google's authorization screen, select the representative's intended Google account.
5. Review and approve the requested calendar access.
6. Return to Marcenta and confirm the calendar shows as connected.
7. Add the representative to the required routing groups and select the connected calendar where prompted.

One calendar connection belongs to one Marcenta representative. Representatives do not share one Google authorization.

Connect a Routing-only representative

A Routing-only representative does not need to sign in to Marcenta. An administrator can create a private calendar-connection link for that person.

1. Add the person as a Routing-only representative using their correct name and work email.
2. Add them to the intended routing group.
3. Select Send calendar link or the available calendar-connect action.
4. Copy the private link and send it directly to the intended representative through an approved channel.
5. The representative opens the link, selects their Google account, reviews the requested access, and completes authorization.
6. Refresh Marcenta and confirm the expected calendar is connected.

The private link expires after seven days and can be used only for its intended member and connection flow. Creating or rotating a link invalidates the previous outstanding link. Do not place it in documentation, public channels, or broadly accessible tickets.

Multiple calendar connections

For routing-group members, select the intended booking calendar explicitly when more than one connection is available. Disconnect obsolete or unintended connections.

Salesforce direct-owner routing is stricter: the mapped owner must currently have exactly one active calendar connection. No connection makes the owner unbookable, while multiple active connections make the calendar selection ambiguous. In either case, that Salesforce step continues to the next routing item.

Maintain a calendar connection

If Google authorization expires, is revoked, or otherwise becomes inactive, the representative cannot provide new booking availability until the calendar is connected again.

1. Open Settings → Users.
2. Find the representative and open the row's action menu.
3. If the obsolete connection is still active, select Disconnect calendar. Existing confirmed meetings are preserved, but new availability stops immediately.
4. Select Connect calendar for your own account, or copy a new private connection link for another representative.
5. During Google authorization, select the intended Google account and approve access.
6. Return to the representative's routing groups and confirm that the intended booking calendar is selected.
7. Submit a safe test lead and complete a booking before returning the representative to normal routing traffic.

Use the same process when replacing a connected Google account. Do not assume that signing into a different Google account elsewhere in the browser changes an existing Marcenta calendar connection.

Availability and booking windows

Available times are calculated from:

• the connected primary calendar's timezone;
• the current working-hours policy;
• busy events on the connected primary calendar;
• meeting duration;
• buffers before and after meetings;
• minimum notice;
• booking window;
• existing Marcenta reservations;
• representative status and daily capacity; and
• assignment mode.

The current default working-hours policy is Monday through Friday, 9:00 AM–5:00 PM in the primary calendar's timezone. The current minimum notice is 60 minutes. Google Calendar's own working-hours setting is not imported as a Marcenta availability policy.

Holidays, leave, and out-of-office periods block times only when they appear as busy on the connected primary calendar. Events marked free do not block availability. Secondary-calendar conflicts are not included.

Open Settings → Routing → Meeting Settings to configure the workspace-wide meeting duration, buffers, booking window, event title, and event description. Routing Groups and Rules lists the allowed values.

How assignment mode affects booking

Pooled availability

Marcenta shows the combined eligible times of active group members. The representative is selected after the visitor chooses a time. At confirmation, Marcenta checks live availability again and selects an eligible person using calendar availability, daily capacity, weight, and recent distribution.

Representative first

Marcenta assigns an eligible representative before showing the booking calendar. Only that person's available slots are displayed. The lead remains assigned to that representative if no times are available.

Salesforce direct owner

A successful Salesforce ownership step assigns the mapped owner directly and bypasses routing-group daily capacity. If that owner has an eligible calendar but no slots in the booking window, the assignment remains with the owner and broader routing rules are not evaluated afterward.

When no times are available

If the selected representative or routing group has no eligible slots, the visitor sees No times available. No calendar event is created, but the form submission, routing decision, and assignment remain recorded in Marcenta.

Check working hours, busy events, minimum notice, buffers, booking window, daily capacity, representative status, and calendar connection health. After availability is restored, the visitor must submit the form again to start a new booking session with current times.

Configure the booking experience

Open Settings → Routing → Booking Experience. The current configuration is shared across the workspace.

The headline can include {{host}}. The placeholder is replaced when the representative is known. In pooled availability, the representative might not be selected until the visitor confirms a time, so write copy that remains natural without a host name.

Review the experience on desktop and mobile and ensure it is suitable for every enabled website and form.

Visitor booking flow

1. A configured form submission matches a route whose calendar action is Show calendar.
2. The booking dialog displays eligible dates and times in the visitor's detected browser timezone.
3. The visitor selects a time.
4. The visitor reviews the date, time, timezone, and representative where known.
5. The visitor can add an optional note of up to 1,000 characters.
6. The visitor selects Confirm meeting.
7. Marcenta verifies that the slot is still eligible and available.
8. Marcenta creates the Google Calendar event and meeting link. Google sends calendar updates to the visitor when the submission contains a valid mapped email value.
9. The confirmation shows the booked time and representative.

The optional visitor note is appended to the calendar invitation description. Treat it as submitted personal information and do not ask visitors to include secrets or sensitive information.

The booking session remains valid for approximately ten minutes. If the visitor leaves the dialog open too long, they may need to submit the form again to obtain current availability.

When a selected time becomes unavailable

Calendar availability can change between display and confirmation. Marcenta checks the chosen time again before creating the event.

If the slot is no longer available, the dialog replaces it with updated eligible times where possible. The visitor should choose another time. A failed or stale selection does not create a second assignment merely to preserve the original slot.

Calendar event and invitation

The event is created on the representative's connected primary Google Calendar with:

• the configured title and description;
• the selected start and end time;
• the visitor as an attendee when a valid mapped email value is available;
• the organizer information from the connected calendar; and
• a Google Meet conferencing link when Google creates it successfully.

Google sends event updates to attendees. Delivery and inbox placement remain subject to Google and the attendee's mail system.

Marcenta protects booking confirmation against duplicate requests. A visitor retry after a slow response should reconcile with the same booking rather than intentionally create another event.

Cancellation and rescheduling

The current embedded booking dialog does not provide visitor self-service cancellation or rescheduling after confirmation. The organizer or attendee should use the calendar invitation and their calendar provider's controls according to the organization's process.

Changing or deleting a Google Calendar event does not rewrite the original routing decision. Refresh RSVP information in Marcenta when current attendee responses are required.

Salesforce activity after booking

When one Salesforce connection is available, a confirmed booking can trigger Salesforce meeting writeback even when the lead was selected by a normal routing rule. Marcenta looks for one unambiguous Contact or unconverted Lead using the visitor's email and creates or reuses the corresponding Salesforce Event.

Ownership is updated only when the routing result contains a resolved Salesforce owner. A missing record, multiple matching records, insufficient permissions, or multiple unrelated Salesforce connections can prevent writeback without cancelling the Google Calendar meeting.

See Salesforce for the connecting user, permissions, owner matching, directory refresh, and troubleshooting.

Meeting recording and analysis

When the matched routing outcome uses Record and analyse meeting, Marcenta schedules the supported meeting-recording and analysis flow after booking confirmation. The booking must contain a supported conferencing link. A missing or unsupported link prevents recording even though the calendar event remains valid.

Recording is asynchronous. Scheduling, joining, recording availability, transcription, analysis, and Salesforce analysis writeback can complete at different times. Review the meeting or call status before treating absent analysis as a routing failure.

Meeting recording may require notice or consent under applicable law and company policy. The rule setting does not itself provide every notice your organization may require.

Review bookings

Open Routing to search and filter routed submissions and booked meetings. A row can show the prospect, meeting time, duration, assignee, routing group, website and form, booking state, RSVP, and attendance state where available.

Open a row to review:

• Contact;
• Meeting;
• Assignment;
• Source;
• Submitted fields; and
• Routing decision.

Use Refresh RSVPs for upcoming meetings when current responses are needed. RSVP and attendance are different: accepting a calendar invitation does not prove that the visitor attended.

Troubleshooting