Troubleshooting Appointment Types

If an appointment type isn't behaving as expected — not appearing on your booking page, questions going missing, or customers being turned away — this guide covers the most common causes and how to fix them.

Appointment type not appearing on the booking page

Symptoms: You created an appointment type, but customers don't see it as an option when booking.

What to check:

Check the status. Open the appointment type and make sure it's set to Active. Inactive types are hidden from booking pages. See Appointment Types Overview.
Check the routing form. If your booking page uses Smart Routing, customers only reach the appointment types your routing rules point to. Verify the type is a destination in your routing rules.
Check team eligibility. If no eligible teams or users exist for the type, Driive automatically deactivates it — there's no one to do the work. See Team Eligibility.
Check availability. Even if users are eligible, they need active availability schedules. If no one is available during the booking window, customers won't find slots. See Availability and Service Area.

Questions not showing up in the booking flow

Symptoms: You added questions to an appointment type, but some or all of them aren't asked when customers book.

What to check:

Check visibility conditions. If a question has a visibility condition, it only appears when the customer gives a specific answer to a previous question. Try answering the trigger question with the expected value and see if the hidden question appears.
Check the trigger question's answer. Visibility conditions are based on exact matches. If you changed the trigger question's options after setting the condition, the condition may no longer match. Open the question and verify that the condition references a current, valid answer option.
Check question order. A question with a visibility condition must come after the question it depends on. If the order is wrong, the condition can't evaluate properly. Reorder your questions so dependencies come first.

Lead scoring is disqualifying everyone

Symptoms: Most or all incoming requests are landing in your Inbox with Failed qualification issues, and your booking flow is turning away customers you'd actually want to serve.

What to check:

Threshold is too high. Open the Settings tab and check your qualification threshold. If it's set very high, only customers with perfect answers will qualify. Lower the threshold and monitor results.
Auto Disqualify on a common answer. Check if any frequently-selected answer has an Auto Disqualify rule. Auto Disqualify overrides the total score — even if every other answer is great, one Auto Disqualify triggers rejection. Change the weight to Score Low if the answer shouldn't be a deal-breaker.
Too many low-weight answers. If most answers are set to Score Low, it's hard for any request to reach the threshold. Re-evaluate your rules — make sure the answers that signal a good fit are set to Score High or Score Medium.
Test it yourself. Go through your own booking flow and answer as a typical good-fit customer would. Check the resulting lead score on the request. If a clearly good lead doesn't meet the threshold, your settings need adjustment.

Remember: Failed qualification isn't a rejection — the request waits in your Inbox, and you can always Approve & Schedule it.

Duration rules not applying

Symptoms: You set up duration rules, but appointments are always the base duration regardless of customer answers.

What to check:

Duration isn't variable. Duration rules only apply when the appointment type has a variable duration range in Scheduling Settings. A fixed-duration type ignores them.
Conditions don't match. Open the question's duration rules and verify each rule's condition. For number questions, check that the comparison operator (greater than, less than, equals) and value are correct. For select questions, make sure the trigger option matches an actual answer choice.
Question was removed or changed. If you deleted or modified the booking question that a rule references, the rule may no longer have a valid trigger. Recreate the rule with the current question.
Duration cap. Duration rules can't push the appointment beyond the maximum duration set in Scheduling Settings. If the adjusted duration would exceed the max, it's capped. Check whether your maximum is high enough to accommodate the rules.

Booking page shows no available times

Symptoms: Customers find no available time slots when trying to book a specific appointment type, even though your team isn't fully booked.

What to check:

Team eligibility. Verify that at least one user is eligible for this appointment type. If no one is assigned, there are zero available slots.
Availability schedules. Check that eligible users have availability set for the days and times customers are trying to book. If someone's availability schedule is empty or doesn't cover the requested period, they won't show available slots.
Buffer time conflicts. Large buffer times between appointments can eat into available slots. If a user has back-to-back appointments with 60-minute buffers, there may be no room for another booking even if there are apparent gaps.
Booking window. The minimum lead time and maximum advance booking control how far in advance customers can book. If the customer is looking at dates outside this range, no slots will appear.
External calendar conflicts. If a user's connected calendar is full of external events, those block Driive from offering those times. Check the calendar view to see if synced events are consuming all available slots.
Required constraints. If the appointment type has required users who are unavailable, no slots will show. Check whether required people have upcoming time off or schedule conflicts.

Changes to an appointment type aren't taking effect

Symptoms: You updated settings on an appointment type, but the booking page or appointments still reflect the old settings.

What to check:

Save your changes. The appointment type editor keeps edits pending until you click Save Changes. If you navigated away, check whether the changes were saved or discarded.
Refresh the page. Some changes may require a page refresh on the booking page to appear.
Existing appointments are unchanged. Changes to scheduling settings, duration rules, and questions only apply to new bookings. Existing appointments keep the settings they were created with.
Cache. If a customer has the booking page open in their browser, they may see cached content. Ask them to refresh.

Still need help?

If none of the above solutions resolve your issue, reach out to our support team with:

The name of the appointment type
Which setting you changed and what you expected to happen
Screenshots of the configuration and the issue
Whether the problem affects all bookings or specific customers

This helps us diagnose the problem quickly.