---
title: Using Conversational Appointment Booking
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/conv\_appt\_booking\_using.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer communication, Use, Customer Service Management]
---

# Using Conversational Appointment Booking

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

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

## Conversational Appointment Booking for Agents

Agents can use Autopilot to display Virtual Agent topics during Agent Chat conversations. For more information, see [Conversation Autopilot](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/ci-agent-chat-using.md).