Yes. A virtual receptionist can book appointments while the caller is still on the line, either in your own calendar or in a booking system provided by the answering service. Onwards Answering receptionists can book into your own calendar or give you free access to its secure booking platform. You tell them your appointment types, durations and availability rules.
Yes, and for many businesses this is where a receptionist earns their keep. Taking a message means someone still has to ring the caller back, agree a time and hope they answer. Booking the appointment during the call closes the loop straight away.
This post explains the two main ways booking works, what a receptionist needs to know about your diary, how a typical booking call runs and which types of business benefit most.
Two ways appointment booking usually works
Onwards Answering receptionists can book appointments in your own calendar, or you can use Onwards' secure booking platform, which is available to clients free of charge. Which one suits you depends on how you already manage your diary.
| Your own calendar | Onwards booking platform | |
|---|---|---|
| Best for | Businesses that already run an online diary | Businesses without a booking system, or using paper |
| What you share | Access to the calendar and your booking rules | Your availability and booking rules |
| Cost | Covered by your package | Free access for clients |
| Things to check | Which calendars and staff the receptionist can see | How you and your team view new bookings |
If you do use your own calendar, ask any provider exactly what level of access they need and who on their team will be able to see it. Keeping access limited to what is needed for booking is good data protection practice.
What the receptionist needs to book correctly
A receptionist can only book well if your rules are clear. Before you start, set out:
- Appointment types. For example, an initial consultation, a follow-up, a quote visit or a viewing.
- Durations. How long each type takes, and any gap needed between appointments for travel or preparation.
- Who does what. Which team member handles each type of appointment.
- Availability. Days and times each person can be booked, and any times that are off limits.
- Location. Whether appointments are at your premises, at the customer's address, by phone or online.
- Details to capture. What you need from the caller to prepare, such as a postcode, a reference number or a brief description.
- Changes and cancellations. Whether the receptionist can move or cancel bookings, or should pass these to you.
Our guide to what information receptionists need to answer your calls covers the wider brief, including your greeting and call flows.
Avoiding double bookings
Most booking problems come from a diary that does not reflect reality. Keep one calendar as the single source of truth, rather than a mix of paper, phone and laptop. Block out personal commitments, travel time and admin as well as client appointments, so the receptionist only sees slots that are free.
If you book appointments yourself as well, add them straight away. A quick habit of updating the diary as soon as plans change keeps every booking accurate, whoever makes it.
How a booking call works, step by step
- The receptionist answers in your business name and finds out what the caller needs.
- They check which appointment type fits and who should see the caller.
- They look at your availability and offer suitable slots.
- Once the caller chooses, they enter the booking with the details you asked for.
- They confirm the date, time and location with the caller before ending the call.
- You receive a call summary, so you know a new appointment has been made.
With Onwards Answering, that summary arrives after every call by email or SMS, and can also be viewed in the Connect app and portal. Read more in how you will receive your messages from a call answering service.
Which businesses benefit most?
Any business that runs on appointments can gain from having calls turned into bookings while the caller is still keen. Common examples include:
- Clinics and practitioners. Physiotherapists, chiropractors and other healthcare businesses often cannot answer the phone during treatment.
- Letting and estate agents. Booking viewings and valuations quickly matters when properties move fast, which is why many letting and estate agents outsource their calls.
- Law firms. Initial consultations can be booked while a new client is ready to proceed.
- Trades. Quote visits can be slotted in while you are busy on another job.
ChiroProActive, a long-standing client, says: "ChiroProActive have worked with Onwards for several years now... I know that my clients get an expert, friendly service when they call."
Turning enquiries into booked work
An unanswered call from someone ready to book may simply go to a competitor. Booking on the first call reduces that risk. For more on this, see how a call handling service improves lead capture and sales conversion.
Onwards Answering receptionists can also make calls on your behalf. If you would like help with outbound calls linked to your bookings, talk this through with the team when you set up. Businesses focused on converting enquiries may also find our enquiry conversion service useful.
Does appointment booking cost extra?
Pricing models vary a lot between providers, so it is worth asking whether booking is charged separately. Our guide to how much a telephone answering service costs in the UK explains the common models.
At Onwards Answering, there are no per-call charges, no inclusive-minutes bundles and no cap on the number of calls taken. The same approach covers appointment scheduling, along with call handling, message taking and lead qualification. Your package is agreed at the start based on your expected inbound calls and reviewed after 3 months.
Booking appointments with Onwards Answering
The Onwards Answering virtual receptionist service is run by real people based in Scotland, working from home rather than in a call centre. Calls are answered live during business hours, and an after-hours voicemail option is included.
Try appointment booking with a free 2 week trial. After that, prices start from £72 per month. See our prices and plans, or contact the team to talk about how your diary works.
Frequently asked questions
Can a virtual receptionist use my existing online calendar?
Often, yes. Onwards Answering receptionists can book appointments in your own calendar, as long as you give them suitable access and clear booking rules. If you do not have a booking system, you can use Onwards' secure booking platform free of charge instead.
Can a virtual receptionist reschedule or cancel appointments?
It depends on the rules you set. Some businesses let the receptionist move or cancel bookings directly, while others prefer to handle changes themselves and receive a message. Decide this at the start and include it in your call instructions so callers get a consistent answer.
What information should I give a receptionist so they can book appointments?
Share your appointment types, how long each takes, who handles which type, when each person is available, where appointments take place and what details you need from the caller. Also say whether any gaps are needed between bookings for travel or preparation.