---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Use Conversational Appointment Booking

# Using Conversational Appointment Booking {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.

## Conversational Appointment Booking for Customers {#conv_appt_booking_using__section_qhn_xmw_tqb}

Customers can complete the following tasks with a Virtual Agent:

* Book a new appointment in CSM
* Reschedule an appointment in CSM
* Cancel an appointment in CSM
{#conv_appt_booking_using__ul_svy_rlw_tqb}

## Conversational Appointment Booking for Agents {#conv_appt_booking_using__section_onx_ymw_tqb}

Agents can use Autopilot to display Virtual Agent topics during Agent Chat conversations. For more information, see [Conversation Autopilot](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&version=australia&pubname=australia-conversational-interfaces&section=ci-conversation-autopilot&ft:locale=en-US).