Fin for Sales can qualify inbound leads and book meetings on their behalf using Calendly. When Fin identifies a sales-ready lead, it surfaces a scheduling experience directly in the Messenger, or via a scheduling link in email and SMS.
Before you begin
Make sure you:
Have a paid Calendly plan - required to use the scheduling API, which the Fin for Sales integration relies on. It's not possible to detect if an account is on a free trial — once the trial expires, meeting booking will stop working until the account is upgraded.
Be a Calendly owner or admin - required for access to create a webhook used to track bookings.
Have a meeting location configured in Calendly - the location field must be set on your Calendly event types (for example, Google Meet, Zoom, or Phone). Meeting booking won't work if the location is empty. If Phone is selected, Fin will ask the lead for their phone number before completing the booking.
Step 1: Connect Calendly in Intercom
To connect Calendly:
Click + Add Calendar and select Calendly.
Connect your Calendly account via OAuth (Open Authorization). This grants Fin permission to schedule meetings on behalf of the connected Calendly account.
Note: The OAuth token is stored securely and refreshed automatically — no manual reconnection is needed.
Step 2: Select an event type
From the Select a calendar dropdown, choose Calendly.
Select an event type from the list.
This only shows compatible event types which must have a location set. Event types that don't meet the requirements are greyed out.
Note: Fin fetches availability for the next 14 days. Time slots outside this window won't appear in the calendar card shown to leads.
Manage your Calendly integration
Once connected, your integration appears in Fin AI Agent > Sales > Train > Integrations under "Calendars for booking meetings". You can re-authenticate or remove the integration from here.
How the booking experience works for leads
Once Fin determines a lead is sales-ready, it presents a Calendly booking experience. All scheduling calls are made server-to-server from Intercom's backend directly to Calendly — no embedded widget or iframe is used, and the customer's browser never communicates with Calendly directly. The experience depends on the channel:
Messenger (web): the lead sees a native interactive calendar card and picks a time.
Email or SMS: Fin shares the Calendly scheduling link. The lead opens this link and completes the booking on Calendly's hosted scheduling page — this is the only case where Calendly's own interface appears.
If a time slot is taken between when it's displayed to the lead and when they select it, Fin automatically re-fetches availability and presents a refreshed calendar card. No error is shown, the lead is prompted to choose a new time.
When a meeting is successfully booked, the selected date and time is saved to the fin_meeting_booked_at attribute on the conversation.
Fin for Sales supports Calendly round robin event types. When a round robin meeting type is configured, Calendly handles the distribution of bookings across your team according to your Calendly settings.
Note: Calendly's round robin distribution is separate from Intercom's round robin conversation assignment feature, which assigns conversations to teammates in a team inbox. When a lead books a meeting via a Fin for Sales playbook, Fin uses the Calendly event type you've configured (it doesn't use Intercom's round robin assignment to select which rep's calendar to show).
Troubleshooting
Lead was qualified but didn't receive a booking link or calendar card
This is the most important distinction to make when a lead reports not receiving a booking link:
If Fin disqualified or didn't route the lead — no booking action runs because the lead never reached the outcome that triggers it. Check the conversation transcript and look for the routing decision. If the lead was routed to Disqualified, Spam, or a non-qualified outcome, the issue is in your qualifying conditions, not the booking integration.
If Fin routed the lead to a qualified outcome but no booking link appeared — the routing was valid but the "Book a meeting" action didn't execute. This is a separate failure. Open the conversation in the Inbox and check the conversation events timeline for a booking action. If no booking event is present despite a valid routing decision, contact support with the conversation ID so the internal action log can be reviewed.
Note: Fin won't attempt to book a meeting if the "Book a meeting" action hasn't been configured on the qualifying outcome in your Playbook. Go to Fin AI Agent > Sales > Playbook, open the relevant outcome, and confirm the Book a meeting action is enabled and Calendly is selected.
Booking link works in some conversations but not others
Check the following:
Calendly plan expired or downgraded — Fin can't detect when a Calendly free trial ends. Once it does, booking silently stops working. Verify the connected account is on a paid Calendly plan.
No availability in the 14-day window — Fin fetches availability for the next 14 days only. If the connected calendar has no free slots in that window, no times are available to show and the booking step may not complete. Check rep availability in Calendly.
Event type location is unset — Fin won't complete a booking if the Calendly event type has no location configured. Go to Calendly and confirm a location (for example, Google Meet, Zoom, or Phone) is set on the event type selected in the Playbook.
Fin is asking questions that weren't set up in the Playbook
If your Calendly event type has required questions, Fin must collect answers to them before it can complete a booking. Fin will first try to use any information already gathered during the qualification conversation but if it can't find an answer, it will ask the lead directly. This can catch customers off guard if they don't expect the questions.
Tip: Check the questions on your Calendly event types. If Fin doesn't need a required answer to complete the booking, change it to optional in your Calendly settings. See how to add or remove invitee questions in Calendly's help center.
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