Calendar event options for the Customer

Adding the booking to the Customer's calendar is a critical part in the scheduling process. When the booking is in the Customer's calendar, it is more likely that the Customer will attend the meeting. By default, the Calendar event created by ScheduleOnce includes all the details that were collected during the booking process, including location information, web conferencing information, and all data collected from the Customer via the Booking form.

Please note: The Owner and Customer always see the same Calendar event and it is not possible to have different Calendar event content for the Owner and Customer. In addition, the Owner’s connected Calendar event and the ICS file will always have identical content. If you want to add content that is only seen by the Owner and not the Customer or vice versa, you should add it to the User notifications or Customer notifications.

The Calendar event experience for your Customers is determined by your calendar connection and whether you choose to add the Customer to the Calendar event: 

  Owner connected to calendar Owner not connected to calendar
Add Customer to Calendar event The Calendar event from the Owner’s connected calendar is automatically added to the Customer’s calendar The ICS file includes the Customer’s email as a guest/attendee
Don’t add Customer to Calendar event​ The Calendar event from the Owner’s connected calendar is not added to the Customer’s calendar The ICS file does not include the Customer’s email as a guest/attendee
 

This is the Calendar event that is automatically created in the Owner’s connected calendar when a booking is made. Learn more about calendar integration

1. When you add the Customer to the Calendar event, the Calendar event created in your connected calendar will include the Customer as a guest/attendee. This will prompt your connected calendar to send a Calendar invite to your Customer and automatically add the event to their calendar, whether it is an Office 365 Calendar, Outlook Calendar, Google Calendar, or iCloud Calendar. 

2. When you choose not to add the Customer to the Calendar event, the Calendar event created in your connected calendar will not include the Customer as a guest/attendee and a Calendar invite will not be sent to the Customer. This ensures that your Calendar event will not be added to the Customer’s calendar under any circumstances.

The ICS file

If the Owner is not connected to a calendar or if the booking is made for a non-ScheduleOnce User, ICS files will be sent to the Owner in the default scheduling confirmation email. Learn more about using ScheduleOnce without a connected calendar

1. When you add the Customer to the Calendar event, the ICS calendar file will include the Customer as a guest/attendee. When you open the ICS file and save it to your calendar, your calendar will ask you if you would like to send a Calendar invite to the Customer. This Calendar invite will add the event to the Customer’s calendar, whether it is an Office 365 Calendar, Outlook Calendar, Google Calendar, or iCloud Calendar. 

2. When you choose not to add the Customer to the Calendar event, the ICS calendar file will not include the Customer as a guest/attendee.  This ensures that your Calendar event will not be added to the Customer’s calendar under any circumstances.
 

Time displayed in the calendar invite sent to your Customer

Please note that the Calendar event generated by your connected calendar or your ICS file will adjust its time to the Customer's calendar time zone. If your Customers are not professional calendar users, and they have not properly set the time zone in their calendar, the Calendar event they receive might have the wrong time. If this becomes a frequent occurrence, you should not add your Customers to the Calendar event. This can be adjusted in the Customer notifications section by unchecking the box “Add Customer to Calendar event”

When not adding the Customer to the Calendar event, Customers still have a good solution. They can simply add the Calendar event on their own from the Scheduling confirmation page or the default scheduling confirmation email that is sent to them. The Calendar event for the Customer is set to an absolute time and will always have the correct time regardless of the time zone in the Customer’s calendar.

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