ScheduleIn

Self-service appointment scheduling with automatic expert matching, built on Salesforce

Give customers and employees a portal to book appointments themselves. They tell you what they need – ScheduleIn finds the right expert automatically, accounting for skill, location, timezone, agent availability, and public holidays.

Smart expert
matching

Reschedule and
cancel

Stage-by-stage
notifications

Salesforce Calendar
sync

Community Cloud
ready

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Product Overview

What is

ScheduleIn?

ScheduleIn is a self-service appointment booking app built natively on Salesforce. It serves two distinct audiences – external visitors who arrive on your portal looking for a product or service consultation, and internal employees who need time booked with a subject matter expert in another department.

In both cases, the user does not pick an expert. They state what they need and choose a time. ScheduleIn’s matching engine then assigns the most suitable available expert – factoring in skill, location, timezone, calendar availability, expert leave, and public holidays – before notifying both parties and syncing the appointment to Salesforce Calendar.

Key Benefits

For External Users

Visitors and Community Cloud portal users can book appointments for any product or service your organization offers – without contacting support or filling out a lead form.

Browse by product or service enquiry.

Pick a date and time that suits them.

Get matched with the right consultant automatically.

For Internal Employees

Staff can request appointments with experts across departments – HR, legal, finance, IT, or any other team with the same matching logic applied internally.

Select the department or area of expertise needed

Choose from available slots in real time

Get assigned to the right internal expert automatically

Smart expert matching

Every factor considered – before the appointment is confirmed.

Users never browse a list of names or make a judgment call about who to book. ScheduleIn evaluates every appointment request against your expert pool in real time and assigns the most suitable person – automatically.

Skill
Matched to the expert whose skill set aligns with the requested service or topic
Availability
Only experts with open calendar slots at the requested time are considered
Location
Proximity is factored in where relevant, ensuring the right regional coverage

Timezone
Appointments are validated against the expert’s local time – no cross-timezone conflicts
Leave and absences
Experts on approved leave or marked absent are excluded from the pool entirely
Public holidays
Regional and organisational holidays are respected – no bookings land on non-working days. Users only ever see slots where a genuinely available, qualified expert exists. If no suitable expert is free at the requested time, the slot is not offered – preventing invalid bookings before they happen.

Skill
Matched to the expert whose skill set aligns with the requested service or topic
Availability
Only experts with open calendar slots at the requested time are considered
Location
Proximity is factored in where relevant, ensuring the right regional coverage

Timezone
Appointments are validated against the expert’s local time – no cross-timezone conflicts
Leave and absences
Experts on approved leave or marked absent are excluded from the pool entirely
Public holidays
Regional and organisational holidays are respected – no bookings land on non-working days. Users only ever see slots where a genuinely available, qualified expert exists. If no suitable expert is free at the requested time, the slot is not offered – preventing invalid bookings before they happen.

Appointment lifecycle

From request to resolution – fully handled

User states their need

The user selects their product, service, or department of interest from the portal and chooses a preferred date and time. That is all the input required from their side.

ScheduleIn matches and assigns an expert

The matching engine evaluates the available expert pool against the request – checking skill, location, timezone, calendar availability, leave, and public holidays – and assigns the best qualified expert who is genuinely free at that time. No manual intervention required.

Both parties are notified and the calendar is updated

A confirmation goes out to the user and the assigned expert the moment the appointment is created. The event is added to Salesforce Calendar and linked to the relevant record automatically.

User manages their appointment independently

Need to reschedule? The user picks a new slot and the matching engine re-evaluates expert availability – including leave and holidays – for that time. Cancellations remove the event, notify the expert, and update the calendar with no human in the loop.

Extensibility

One app, two deployment models

External – Community Cloud

ScheduleIn for Customers and visitors.
Deploy ScheduleIn on your Salesforce Community Cloud portal so that website visitors and customers can book appointments for any product or service your organisation offers. Configure separate appointment types, expert pools, and availability windows per product line and region – all from a single installation.

Internal – Employee portal

Customers requesting callbacks can self-schedule at their convenience. The agent ensures the time is within support hours and assigns it to an available agent, reducing call centre load and improving CSAT.

Prefer a conversational booking experience?

Smart ScheduleIng Agent brings appointment management into a Salesforce AI chat interface. It is purpose-built for verified, agent-assisted interactions – ideal for support teams handling inbound appointment requests from known contacts and leads, rather than open self-service portals.

Learn more

FAQ

Do users get to choose which expert they are booked with?

No – and that is by design. Users select the service, department, or topic they need help with and choose a time. ScheduleIn assigns the best qualified expert automatically, based on skill, availability, location, timezone, leave status, and public holidays. This removes bias, prevents cherry-picking, and ensures fair workload distribution across your team.

How does ScheduleIn handle expert leave and public holidays?

Experts on approved leave or marked as absent are automatically excluded from the matching pool for those dates. Public and organizational holidays are also respected – no appointment slot is offered to a user unless a genuinely available expert exists for it. This means users can never accidentally book on a day an expert is not working.

When are notifications sent, and who receives them?

Notifications are sent to both the user and the assigned expert at every stage of the appointment lifecycle – at the point of booking, when a reschedule is made, and when a cancellation occurs. No manual follow-up is needed from your team.

Can ScheduleIn be used for both customer-facing and internal ScheduleIn?

Yes. ScheduleIn supports two distinct deployment models within a single installation. The external model serves website visitors and customers through Community Cloud. The internal model serves employees booking with department experts. Both use the same matching engine – including leave and holiday awareness – and can be configured independently.

Can different departments or product lines have separate expert pools?

Yes. Admins can configure separate appointment categories, expert rosters, skill tags, leave calendars, and availability windows for each department or product line – all from a single ScheduleIn installation.

How does ScheduleIn differ from Smart ScheduleIn Agent?

ScheduleIn is a self-service portal app for open access – customers and employees book through a structured form flow on Community Cloud or an internal page, with no prior relationship required. Smart ScheduleIng Agent is a conversational AI assistant for verified, chat-driven interactions with known contacts and leads inside Salesforce. The two products serve different entry points and can be deployed together.

The right expert, booked automatically

Give customers and employees a portal to schedule on their own terms – and let ScheduleIn handle the matching, the leave checks, the notifications, and the calendar, every time.