How Pippin Sends a Booking Link

Summary

Overview: When a customer wants to talk to a person or set up a call, Pippin offers your calendar booking link. Depending on your automation level, the link waits in the Review Queue for approval or goes out straight away. When the customer books, Pippify matches the booking to the lead.

Prerequisites:

• Your calendar (Cal.com or TidyCal) is connected and a Booking Page URL is saved under Settings › Connectors. See How to Connect Your Calendar (Cal.com or TidyCal).

How Pippin Decides

1. When to offer a link. Pippin proposes a booking when the customer wants to talk to a person or schedule a call, or when your routing preference leans toward meetings (Prefer meetings, or Let AI decide for complex or exploratory inquiries). B2B - Appointment Setting workspaces are always meeting-first. In a workspace that uses costed quoting, Pippin offers a booking only when the customer asks to talk to a person.
2. Booking link or hand-over. A customer who simply asks to talk to a real person usually gets your booking link, so they can pick a time. A sensitive request, such as a complaint about a payment, is handed to your team instead, and Pippin pauses on that lead. Pippin decides from the conversation. See When Pippin Hands a Conversation to a Person.
3. The link is the one next step. The link lets the customer pick their own slot and handles time zones, so Pippin does not ask for a preferred day, time or time zone. It asks no other question in the same reply: the reply ends on the link.
4. A link must be set. Without a saved Booking Page URL, no link is proposed.
5. One link per lead. If the lead already received a booking link, or one is already waiting for approval, Pippin does not send another. A person can still send or resend it from the lead's Appointments tab (Step 4).
6. Your automation level decides what happens next.
   • Review every reply and Supervised: a Booking Link card waits in the Review Queue. The lead moves to Meeting Requested and your team gets "Pippin drafted a booking link for … — review it". On email, the card holds Pippin's whole reply with the link, so on Supervised that reply waits for approval too.
   • Full auto (Growth plan and up): the link is sent straight away. If that send fails for any reason, the link goes to the Review Queue instead, so it is never lost.
7. How the link is delivered, by channel. The link goes out the same way whether a person approves it or Pippin sends it on Full auto.
   • Email: Pippin's reply and the booking link go out together as one email, sent as a reply in the customer's own email thread. The link sits below Pippin's words. A link sent on its own (for example from the lead's Appointments tab) is a branded email with a Book a Meeting button, also sent as a reply in the conversation's email thread. Only a lead with no earlier email gets a new email, with a subject such as "Let's Connect — Book a Meeting with" followed by your business name.
   • SMS: the link on its own as a text.
   • WhatsApp: the link as a chat message, only while WhatsApp's 24-hour reply window is open.
   • Web chat: a booking button in the chat widget.
   • Messenger: the link as a Messenger message. On Full auto, Pippin sends it itself only within 24 hours of the customer's last message. After that, the link waits in the Review Queue, and a person can approve it up to 7 days after the customer's last message.
   • On SMS, WhatsApp, web chat and Messenger, if the lead also has a real email address and your email inbox (Gmail or Zoho Mail) is connected, the branded email goes out too.
8. After it is sent. The lead moves to Meeting Link Sent. On email, Pippin's reply introduces the link that sits right below it. On other channels, Pippin tells the customer they will get a link to book a time. It never says the link is waiting for approval.
9. Until the customer books. On email, SMS, WhatsApp and Messenger, Pippin's later replies answer what the customer asked and point back to the link already sent. Pippin asks no new qualifying questions and does not send or promise a second link. Once the customer has booked, Pippin answers with that meeting in mind.
10. When the customer books. Pippify matches the booking to the lead with the same email address that is waiting on a meeting. The lead moves to Meeting Booked, your team gets "Appointment booked: …", and any follow-up sequence for the lead stops.
11. The lead becomes Hot. A customer who clearly asks for a call, demo or meeting, or who books one, makes the lead Hot, whatever its other answers. See How Pippin Reads and Scores a Lead.

Limits

• Full auto needs the Growth plan or higher. If your plan no longer includes it, Pippin works as Supervised and keeps your saved choice for when you upgrade.
• On the free trial, once your trial reaches its outcome cap, Pippin stops proposing booking links. Settings › Billing shows your cap.
• No booking link is sent to a lead who opted out.
• A booking is matched only when the customer books with the same email address Pippify has for the lead.

Step-by-Step Instructions

Step 1 (Admin): Save your booking link

1. Go to Settings › Connectors.
2. On your calendar card, enter your Booking Page URL and save.

Step 2 (Admin): Choose whether links need approval

1. Go to Settings › AI Studio and open the Guidance tab.
2. In Routing preferences, under Automation level, choose Review every reply or Supervised (links wait for approval), or Full auto (links send themselves).

Step 3: Approve a waiting booking link

1. Open Review Queue, or click the "Pippin drafted a booking link for … — review it" notification.
2. Find the Booking Link card. For an email lead, it shows Pippin's reply with the booking link below it.
3. Click Approve & Send, or Reject to discard it. To change Pippin's words first, click Edit Before Sending. The link itself can't be edited; it is always added below the reply.

You can also send a waiting link from the Booking links to send panel on the Appointments page. See How to Send a Booking Link From Appointments.

Step 4: Send or resend the link yourself

1. Open the lead and click the Appointments tab.
2. Click Send Booking Link, or Resend Link if a link already went out. The link goes out at once on the lead's own channel, whatever your automation level, and the message counts as sent by you. If Pippin had a link waiting for approval, that one is sent and leaves the Review Queue.
3. To paste the link into your own message instead, click Copy Booking Link.

Step 5: Test it before going live

1. In the preview chat in Settings › AI Studio, write something like "Can we set up a call?".
2. Under Pippin's answer, check the booking note: Would send a booking link with your link, or Would propose a meeting with No booking link configured — live Pippin would fail here.

Verify It Worked

Success criteria:

• The lead shows Meeting Requested while the link waits, then Meeting Link Sent after it goes out.
• The link appears in the lead's conversation. On email, it is one message with Pippin's reply, in the same thread as the customer's email.
• When the customer books, the lead shows Meeting Booked.

Troubleshooting

Common errors

• "This lead has no email address on file — only a phone number. Reply by SMS instead, or ask the customer for an email address.": the lead has no real email address for an email delivery. Fix: add the customer's email to the lead, or reply on their own channel.
• "This lead has no SMS number on file, so the booking link cannot be sent.": an SMS lead is missing its number. Fix: add the number in Phone on the lead's Overview › Lead Details.
• "This lead has no WhatsApp number on file, so it cannot be sent over WhatsApp.": the WhatsApp number is missing. Fix: check the lead's contact details.
• "WhatsApp only allows a free-form reply within 24 hours of the customer’s last message. This conversation is outside that window, so the customer must write again before you can reply.": the WhatsApp window closed. Fix: wait for the customer to write again, then approve.
• "Email channel not connected. Please configure your email channel in Settings.": no email inbox is connected. Fix: an Admin connects Gmail or Zoho Mail under Settings › Channels.
• "Messenger's messaging window has closed — the customer must message you first.": more than 7 days have passed since the customer's last Messenger message. Fix: reject the link and wait for the customer to write again.
• "Messenger could not deliver the booking link. Please try again in a moment.": Fix: wait a moment and approve again.
• "This lead has no Messenger identity on file, so the booking link cannot be sent.": the lead is not linked to a Messenger conversation. Fix: reply on the lead's own channel instead.
• "We couldn't confirm this booking email reached the customer, so it can't be approved here.": an earlier attempt to send this booking email may already have reached the customer, so Approve & Send and Edit Before Sending are greyed out. Fix: click Check the conversation, then resend from the lead page, check the conversation or your mailbox's sent folder, then click Send Booking Link (or Resend Link) on the lead's Appointments tab. If you still want to send, click Send again anyway in The last booking email may already have arrived.
• The booking did not update the lead: the customer booked with a different email address. Fix: update the lead's stage by hand. See How to Edit a Lead or Change Its Stage.

Limitations & considerations

• The preview never sends anything. Its note about approval describes the Supervised level.

Next Steps & Related Resources

• Next steps:
  • How to Approve or Reject Items in the Review Queue
  • How to See Your Appointments
• Related articles:
  • How to Send a Booking Link From Appointments
  • How to Connect Your Calendar (Cal.com or TidyCal)
  • How to Choose Quotes or Meetings and the Automation Level
  • How Pippin Moves a Lead Through Stages
  • Why Some Replies and Follow-Ups Wait for Approval
  • Why Didn't Pippin Send a Booking Link?

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026