A slot only shows up as available if it meets **all** of these conditions at once: - It falls within your agency's **business hours** (section 8). - It respects the **calendar parameters** configured by your administrator: slot duration, buffer between appointments, minimum notice and maximum days ahead (section 8). - It fits the employee's **personal availability**, if they've defined one (section 6). - It doesn't clash with an appointment that employee already has scheduled, nor — if they connected their Google Calendar — with a slot marked busy on their Google calendar (free/busy, section 7). The AI agent on the channels queries this same calculation when a customer asks for an appointment: it offers them real slots, never invented ones, and schedules directly as soon as the customer confirms one — without anyone on your team having to step in.