Callers do not ring the branch, they ring the business. Open Lines asks which location they want, checks that branch’s real availability, and books there — with the staff and services that actually belong to it.
Per-branch booking runs on Square Appointments. On Google Calendar or Outlook, Open Lines answers every call and books — into one calendar, without per-branch scoping.
Your locations come across with your services and team. Switch on the ones you want taking phone bookings — a branch you have not enabled is never offered to a caller.
In their own words: "the one on Patrick Street", "your Cork shop", "the city centre one". Open Lines matches that against your location names.
If more than one branch could be what they meant, it asks by name — "Cork, Dublin or Limerick?" — rather than picking one and hoping.
It checks the real Square availability for that location only, offers those times, and writes the booking there.
Availability is read per location, so a slot that is free in Dublin is never offered to someone asking for Cork.
Your Square team members are scoped to the locations they work at, so a caller asking for someone by name gets that person’s real availability where they actually are.
If a treatment is only offered at two of your four branches, it is only bookable at those two.
It is not offered, and it is not a clarification candidate either. Offering somewhere you cannot serve is worse than not mentioning it.
A caller can move an appointment to a new time for the same service at the same location.
It is deliberately not automated, and the AI will not cancel-and-rebook to imitate one. It says your team will arrange it, and takes the details.
Three things worth knowing now rather than in week two.
Location-scoped availability and booking are built on Square’s Bookings API. If your branches run on Google Calendar or Outlook, Open Lines still answers every call and books — but into one calendar, without per-branch scoping.
It does not currently infer the branch from which number was dialled. If a caller says nothing, it asks.
With one connected location it behaves as a single-site business, which is the right answer — nobody wants to be asked which branch when there is only one.
Yes. With two or more Square Appointments locations connected and switched on, Open Lines asks the caller which branch they want, checks that branch’s live availability, and books there. Staff and services are scoped to the location they belong to.
The caller says it in their own words — a town, a street, a nickname for the shop — and Open Lines matches that against your location names. If more than one branch could match, it asks by name rather than guessing. It does not currently work the branch out from which phone number was dialled.
No. One number can serve every branch, because the caller says which one they want on the call. You can still run separate numbers if you prefer — but the branch is established by asking, not by the number.
Not per-branch. Location-scoped availability and booking are built on Square Appointments. On Google or Outlook, Open Lines answers every call and books appointments, but into a single calendar without per-location scoping.
Yes. Your Square team members are scoped to the locations they work at, so asking for someone by name checks that person’s real availability at the branch in question.
Then it is only bookable at those. Services are scoped per location the same way staff are, so the AI will not offer a treatment at a branch that does not do it.
Not automatically, and by design. The AI can move an appointment to a new time for the same service at the same branch. For a change of location it tells the caller your team will arrange it and takes their details — it will never cancel and rebook to imitate a move.
Nothing is offered there. It is not presented as an option and it is not suggested when the AI asks which branch the caller means — offering somewhere you cannot serve is worse than not mentioning it.
There is no fixed cap. The practical limit is how well your branches are distinguishable by name — if two are easy to confuse, give them names a caller would actually use.