If your team uses Calendly to allow customers or prospects to book time with you directly, you can control your availability using your Dialpad WFM schedule.
Make sure to integrate your Google Calendar before connecting to Calendly.
Who can use this
Dialpad WFM is available to all Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
Sync Calendar to Calendly
To sync your calendar, log into Calendly.
Select your avatar on the top right
Select Calendar sync
Navigate to Configuration
.png)
Set Check for conflicts to Primary calendar and Dialpad WFM calendar
Set Add to calendar to Primary calendar
Your availability will be based on your Dialpad WFM schedule, and any meetings booked will be added to both your primary calendar and Dialpad WFM schedule.
Note
When meetings are booked, they’ll show up in both your Google Calendar and Dialpad WFM schedule. Simply click the meeting link in your schedule to join.
If you're using the Dialpad WFM for Slack app, you'll also receive notifications during your shift.
Time off keywords
Use time off keywords to match and sync calendar events when adding or editing a calendar.
To add or edit time off keywords, navigate to Dialpad WFM settings.
Select Time off
.png)
Choose the calendar, or, select + Connect Calendar to add a new calendar
Navigate to Keywords
To add a keyword, enter the keyword in the text box
To remove a keyword, select the x icon beside it
Select Save
Notes
If you remove a keyword, any past or future events associated with it will be removed during the next calendar sync.
If you add a keyword, any matching past events will be added during the next sync.
Recommended keywords
We recommend adding these keywords to help Dialpad WFM identify time-off events:
time off
holiday
vacation
absences
away
leave
absence
appointment
OOO
substitute day
sickness
sick
maternity
paternity
jury
floater day
substitute
not available
vacaciones
urlaub
Tip
Add as many keywords as you need—there’s no limit!
Frequently asked questions
When will I show as available to customers?
You’ll appear as available in Calendly during designated free time in your schedule or when there’s unplanned time within a shift. You’ll show as unavailable outside of your scheduled shift hours or during 'busy' events.
Will customers be able to book a meeting with me outside of hours?
No, Dialpad WFM adds out-of-hours events to your calendar, so time outside of your scheduled shifts will appear as unavailable in Calendly.
What happens if time off is booked during an available slot?
Dialpad WFM will update your Google Calendar with your new availability, which will then reflect in Calendly. Dialpad WFM will also update accordingly.
What happens if time off is booked over a booked Calendly meeting?
Dialpad WFM will update your availability in Google Calendar, but it won’t automatically decline or reassign existing meetings. You’ll need to manually reassign events to avoid missing customer meetings.
What happens if I invite additional agents to a meeting?
If an agent with a Google Calendar integration is added to a meeting, it automatically appear in their Dialpad WFM schedule, including for cover agents or substitutes.
What happens if an existing shift with an available slot is deleted?
Dialpad WFM will update your Google Calendar with your new availability, which will then sync with Calendly.
What happens if an existing shift with a booked Calendly event is deleted?
Dialpad WFM will update your Google Calendar, but it won’t cancel or reassign Calendly meetings. Be sure to reassign them as needed.