Cal.com booking issue – Agent repeatedly calls check_availability_cal instead of book_appointment_cal

Support Help
1

Hello Retell Support,

I am experiencing a recurring issue with my AI agent using the native Cal.com tools.

The agent is configured with both:

  • check_availability_cal

  • book_appointment_cal

The expected workflow is:

  1. The customer asks for a date.

  2. The agent calls check_availability_cal.

  3. The agent proposes an available time slot.

  4. The customer accepts the time slot.

  5. The agent should call book_appointment_cal.

  6. Only after a successful booking should the agent confirm the appointment.

However, during my latest call, after the customer explicitly accepted the proposed 11:15 AM time slot, the agent did NOT call book_appointment_cal.

Instead, it repeatedly called check_availability_cal several times while saying “I am proceeding with the booking”.

As a result, the appointment was not actually booked.

I have already added explicit instructions in the prompt stating that book_appointment_cal MUST be called after the customer accepts a time slot, and that check_availability_cal only checks availability.

Could you please check why the agent repeatedly invokes check_availability_cal instead of book_appointment_cal?

I can provide screenshots of the call logs showing the repeated tool invocations if needed.

Thank you for your help.

2

Here is another example of the same issue.
After the customer accepts the available time slot, the agent says the appointment is confirmed without calling book_appointment_cal, and then calls end_call.
I am attaching screenshots of this call.

Ensuite, dans cette même réponse, tu ajoutes les captures montrant check_availability_cal puis la fausse confirmation et end_call.

3

Hello @alainpittet66 Could you please share the relevant Call ID and Agent ID? This will help us investigate the issue further.

Thank You