Appointment History

Appointment History
: see who was booked, why, and every change
Open any appointment to see exactly how it was assigned and a full timeline of every change — all in one place.
This went live today, appointments set prior will not have information in this new section.
Each appointment now has an Appointment History panel with two parts.
Why this user was booked (AI-booked appointments)
For appointments booked by your AI agents, you'll see the user selection reasoning that was followed after the AI made the request to book the appointment.
Agents already surface in AI Text Logs why a user & calendar was selected (result of its booking rules), but if only a calendar was selected or an eligible user pool within a certain calendar, this will give you insight into why the particular user within that calendar or eligible group within a calendar was selected!
Who was eligible, who got booked, and why (e.g., "fewest appointments in the last 30 days").
And — most usefully — why each other eligible rep wasn't chosen: they had more recent appointments, the time was outside their availability, it conflicted with an existing appointment or blocked time (including buffers), a travel rule, they weren't in the eligible pool, or they'd hit their appointment limit.
This answers the question we hear most — "Why didn't [rep] get booked? They haven't had an appointment in ages." — instantly, instead of cross-checking availability, blocked slots, buffers, and travel rules one at a time. It's the fastest way to understand how appointments are being distributed across your team.
Every change, in one spot (all appointments)
A consolidated timeline of the appointment's lifecycle — created, rescheduled, cancelled, completed, or marked no-show — including:
Who or what made the change: a team member, the AI text or voice agent, the calendar widget (the public reschedule and cancel links), or a calendar sync (Google, Outlook, ServiceTitan, HouseCall Pro).
What changed (old → new), with timestamps.
No more digging through separate logs or the contact timeline to reconstruct what happened.
Names are captured at the time of each event, so the history stays readable even if a team member is later removed.
Just open an appointment and view the "History" tab.