What is an appointment?

Last updated: September 30, 2026

In one sentence

An appointment is one session with a client — it holds the time, the Zoom meeting (if any), the recording, the transcript, and everything the AI writes about that call.

Where appointments come from

You'll see appointments in Call-E from a few different places. You don't need to remember which is which — they all show up in the same list.

You scheduled it in Call-E. You picked the client, date, and time on the Schedule appointment page. If your Zoom is connected, Call-E created the Zoom meeting for you.
Your Zoom calendar. Any meeting you set up in the Zoom app, through a calendar invite, or through your Zoom scheduling link shows up in Call-E automatically once Zoom is connected.
A client booked through your Zoom Scheduler page. When a client picks a slot on your booking page, the appointment appears in Call-E with the client already linked by email.
You imported older Zoom meetings. One-time import from your Zoom history — usually during setup or onboarding.
Your GoHighLevel calendar (only if your organization has GoHighLevel connected). Events sync in as appointments with the contact attached.

New Zoom meetings usually land in Call-E within a minute or two. If you want to force a refresh, click the refresh icon at the top of your Appointments page.

Where to find your appointments

Go to Appointments in the sidebar. You'll see two tabs:

Upcoming appointments — everything scheduled for today or later, grouped as Today, Tomorrow, Later This Week, Next Week, and Later.
Past appointments — everything that already happened, grouped as Today, Yesterday, Earlier This Week, Earlier This Month, and Older.

Both tabs have a search box (by client name or title) that searches your whole list, not just what's currently on screen. Click a column header — Date & time, Client, Status, or Source — to sort your whole list by that column.

Your list loads 25 appointments per page by default. Use First, Previous, Next, and Last at the bottom of the list to move between pages, or change how many appointments show per page with the dropdown next to them.

Both tabs also have a Status filter. The Past appointments tab adds a Recording (page) filter — it only checks the appointments on the page you're currently viewing, not your whole history. If you're looking for recorded sessions further back, search by client name or title, or page through to them instead.

Above the dashboard calendar, two controls change what you see. Click the list icon or the calendar-grid icon to switch between List and Calendar display — the list icon only works when Day is selected, since a list view only exists for a single day. Next to it, click Day, Week, Work week, or Month to change the time period: Day shows one day's vertical schedule, Week shows Sunday through Saturday, and Work week shows Monday through Friday. On a narrower window, those buttons show as short letters (D, W, WW, M) — hover one to see its full name. Use Today to return to the current date, or use the arrow buttons to move backward or forward. On the narrowest windows Today is hidden — pick today's date in the mini calendar in the Filters menu instead.

Click the filter button at the top of the calendar to open the Filters menu. It lists every call type, program, and phase in your organization with checkboxes, all checked by default, plus a mini calendar for jumping to a date. Uncheck an item to hide its appointments from the calendar; check it again to bring them back. Click + Add call type at the bottom of the Call Types list to open Settings → Call Types and create a new one.

While anything is unchecked, a number appears on the filter button so you can tell the calendar is showing only part of your schedule. Click Clear all at the top of the menu to check everything again at once. The filter button works on every screen size, including your phone.

Hover over an appointment to see whether it is scheduled, in progress, still processing, ended, or ended with errors. Status colors help you scan the calendar: scheduled appointments stay bright, appointments happening now show In progress, completed appointments appear gray, cancelled appointments are muted, and no-shows use a caution tint. Near the top of the dashboard, a compact Coaching insights card summarizes your recent Call Scorecards.

A green Live badge appears when the Zoom meeting is actively running. This is separate from In progress, which means the appointment time has started but the Zoom call may not be open yet. Past appointments also show indicators for the recording, transcript, Call Notes, and Call Scorecard when those are available.

Clicking an appointment on the calendar opens a quick view:

The header shows the client's name, the call type, and the date and time — or, once the call has happened, Recorded and the date (for example, "Recorded Jun 12") plus how long the call ran.
The call's buttons — Start recording, Create Zoom meeting, Join Zoom call, or Review call once it's over — sit in the top right of that same header. It no longer lists User, Program, and Phase; you'll still find those on the full appointment page.
Right below the header, a colored line tells you where the call is right now — see What the status line tells you below.
For an upcoming call with a linked client, the Timeline pane shows that client's recent activity: a grid where each square is a day and each column a week, colored by call type (hover a square for the day's breakdown), above the list of past calls. See Clients and programs for how to read the grid.
Click a past call in that list to see its Call Notes right there in the Timeline pane, without leaving the quick view. Click Back at the top to return to the list, or View call details at the bottom to open the full appointment page.
On a phone there's no room for two panes side by side, so the quick view fills the screen. Before the call, if the client has past calls, Call Guidance and Timeline become two tabs near the top — tap either one to switch; if there's no history yet, only Call Guidance shows. After the call, if your call type scores calls, Call Notes and Call Scorecard become two tabs the same way; if it doesn't, only Call Notes shows. The call's buttons move to a bar along the bottom of the screen, and ✕ at the top right closes the quick view.

What the status line tells you

A colored line under the header — in the quick view and on the appointment page — tells you exactly where a call stands:

Preparing Call Guidance… — Call-E is generating Call Guidance for this call.
Starts in 25:04 — the call starts within the hour; the countdown updates every second. Earlier the same day, it reads Starts in 6h 35m instead. The line goes away once the call isn't happening today.
Processing your call… — Call-E is turning the recording into a transcript, Call Notes, and a Call Scorecard.
Still processing your call… — the same processing, still going. A Zoom call can take more than 10 minutes, so this doesn't mean something is wrong.
Completed — the recording, transcript, and Call Notes are ready.
No speech detected — the call ended, but the recording did not contain detectable speech to produce a transcript. The appointment header shows Call wasn't recorded.
This call wasn't recorded — no recording came through for this call.
Call-E couldn't process this call — something went wrong turning the recording into results.
Appointment cancelled — the appointment was cancelled.

There's no status line while a call is actively being recorded.

What's on an appointment

Click any appointment to open its detail page. On a larger screen, the appointment's details and the call content (guidance, notes, scorecard, recordings) sit on the left, and the client's info stays visible in a panel on the right side of the screen as you scroll. On a phone or tablet, the client's info appears below the appointment and call content instead. Each can be collapsed — click the small arrow next to the Appointment or Client label to hide the details.

The Appointment card shows:

A status pill — Scheduled, In progress, Done, or Cancelled. When the Zoom meeting is actively running, a green Live badge also appears in the appointment header.
A colored status line below the header details — see What the status line tells you above for what each one means.
The appointment time — completed calls show the start time and duration (for example, "10:00 AM · 45 min"). Upcoming calls show the planned time window (for example, "10:00 AM – 10:45 AM").
The date and time of the session and who it's with.
A title field and a description field you can edit inline. Click the title or description text (or + Add title / + Add a description when empty) to start editing.
Keyboard controls for editing — press Enter to save a title, or ⌘+Enter (Mac) / Ctrl+Enter (Windows) to save a description. Press Esc to cancel without saving.
A Join Zoom call button when the meeting is within 24 hours or is currently in progress. It opens the call inside Call-E, or opens Zoom in a new browser tab if your organization doesn't use in-app calls. More than 24 hours before the meeting, the button is greyed out with the tooltip "Available within 24 hours of the meeting."
A Start Recording button next to it, so you can capture the call with your device's microphone instead of Zoom.
A Create Zoom meeting button in place of Join Zoom call, if there's no Zoom meeting yet — available until about 3 hours after the scheduled start time, with Start Recording next to it too. After that window closes with nothing to join, this part of the header is empty.
A ⋯ menu (top right of the card) with appointment actions: Change call type, Reschedule (upcoming appointments only), and Cancel appointment. If you're an organization Owner or Admin, you'll also see Delete appointment — for scheduled, ended, or cancelled appointments. If the appointment has a Zoom meeting, the menu also has Join in Zoom, which opens the Zoom meeting in a new browser tab.

The Client card shows:

The client's name (links to their profile), contact info (email and phone), and active program and phase. Click the pencil icon next to the program name to change the program or phase.
A View client details link that takes you straight to the client's own page — a faster shortcut than clicking their name.

If the appointment was synced from Zoom but couldn't be matched to a client, you'll see "This appointment isn't linked to a client" with a Link a client button. See Joining a meeting when no client is linked.

If cloud recording isn't turned on for the Zoom meeting, an alert appears inside the Appointment card itself — not in the Client card. The Enable cloud recording button appears only when Call-E can enable it for that meeting. When an eligible Live Call capture option is available, the alert identifies the available way to record in Call-E. Otherwise, it explains the cloud-recording limitation. There's no separate card showing the Zoom meeting ID; Call-E doesn't surface that. After the call, if Zoom couldn't provide a cloud recording, each affected section (recording, transcript, Call Notes, Call Scorecard) explains that directly in its own place instead of a shared Zoom card.

The four AI sections

The Appointment and Client cards may appear before Call Guidance or Call Notes finish loading. You can use those cards right away while Call-E fills in the rest of the page. The transcript loads when you open Transcript.

If one section cannot load, the rest of the appointment stays available. Click Try again in that section instead of reloading the whole page.

Call Guidance — talking points and prep notes to read before the call. Most useful in the lead-up to and during the session, so it's most prominent on a scheduled or in-progress appointment. Call-E does not generate this automatically — find the Generate Call Guidance button and click it when you want it.
Call Notes — the session summary written after the call. Call-E generates these automatically once the recording is processed.
- If Zoom could not provide a cloud recording, this section explains that Call Notes will not be generated.
- If the recording had no detectable speech, this section shows No Call Notes available for this call and No speech detected in the recording, so Call-E couldn't create Call Notes. It does not offer a generate or retry action.
- When Regenerate is available, use it to create a new version. Changing the call type on a completed appointment that has a transcript also gives you a fresh version (see "What you can do with an appointment" below).
- The transcript opens from the Transcript tab in this same area.
Call Scorecard — an evaluation of how the call went, graded against the call type's scorecard rubric. Generated automatically after the call when a recording and transcript exist. If your call type doesn't have a scorecard set up, or Zoom could not provide a cloud recording, this section shows why there is no scorecard yet.
- If the recording had no detectable speech, this section shows No Call Scorecard available for this call and No speech detected in the recording, so Call-E couldn't create a Call Scorecard. It does not offer a generate or retry action.
Recordings & Transcript — the audio recording (with playback controls) and the transcript with speaker labels.
- Play or pause the recording, jump back or forward 15 seconds, drag the timeline, change playback speed, or download the recording.
- If the recording starts with silence, pressing Play starts near the first spoken words. Drag the timeline back to the beginning to hear the full recording.
- After a call, open the Transcript tab next to Call Notes to read the transcript inline.
- When the transcript is open, use the search box to jump to any word or phrase. Type at least three characters, and matches highlight automatically.

What you see depends on the appointment's status

The Appointment card and the Client card appear on every status. What's below the Appointment card changes:

Scheduled or In progress — Call Guidance appears below the Appointment card.
Done — Call Notes are on the left, Transcript is in the center, and Call Scorecard is on the right when the Call Type has a scorecard configured.
Cancelled — a brief note that the appointment was cancelled appears below the Appointment card instead. No AI content is generated for cancelled appointments.

Client Memory is on the client's page, not on the finished appointment detail page.

What you can do with an appointment

Schedule a new appointment.
Cancel an appointment.
Change the call type — open the ⋯ menu on the Appointment card and click Change call type. For completed calls with a transcript, this regenerates Call Notes and the Call Scorecard from the transcript automatically. Sometimes Call-E suggests this for you with a banner on the appointment page.
Reschedule — open the ⋯ menu and click Reschedule (only available for upcoming appointments).
Mark attendance as Attended or No show manually from the appointments list. Call-E also sets this automatically based on who joined the Zoom meeting.

What you can't do

You can't create a recurring appointment directly in Call-E. Set up the recurrence in Zoom and the meetings will sync in one by one.
You can't edit Client Memory directly. It reflects your Call Notes and helps with future sessions.
You can't undo a cancellation. Schedule a new appointment if you need to.