The agent books using the same availability engine as your dashboard, so a call can never schedule work your calendar would reject.
How a booking happens
The agent confirms the service, verifies the address is in your service area, checks real availability, and books only a time a qualified, on-shift technician can actually cover. It reads the confirmed day and arrival window back to the caller in plain language.
A booking exists only when the tool confirms it. The agent will not tell a caller they are booked before that.
Why offered times change
Availability reflects business hours, closed periods, approved time off, technician shifts, existing jobs, and service qualifications. If a requested time does not fit, the agent offers the nearest times that do rather than overbooking.
If an address is outside your service area, the agent does not book and offers a transfer or a message instead.
What a call creates
A new caller becomes a lead; booking creates or links the client through the normal flow. The appointment appears on your calendar and dispatch exactly like one entered by hand, with the call attached for reference.