Use this guide when a booked appointment is missing, Hot Prospector and GHL show different availability, an appointment is one hour off, same-day times are blocked, a lead returns after booking, or you need to cancel or reschedule a synced appointment.
Start by identifying the calendar type
The correct source of truth depends on how the appointment was booked.
Hot Prospector calendar
Availability, appointment settings, and booking records are managed in Hot Prospector. Settings such as allowing multiple appointments at one time are controlled by the selected Hot Prospector calendar.
GHL-linked calendar
GHL is the source of the calendar's available slots. Hot Prospector requests those slots from the selected GHL calendar, displays them in the relevant user or location time zone, and receives appointment changes through the integration.
For a GHL-linked calendar, change working hours, collision rules, assigned users, and calendar availability in GHL. Do not change a dialer's lead time zone to repair a GHL calendar schedule.
Keep these three time zones separate
1. Calendar time zone: controls the calendar's working hours and stored availability.
2. User or location time zone: controls how available slots and appointment times may be displayed to the person booking.
3. Lead dialing time zone: controls when the dialer may call the lead.
These can be different. A remote agent in the Philippines can book a U.S. appointment without changing the lead's dialing time zone, as long as the user/location and GHL calendar time zones are configured correctly.
When comparing two screens, include the named time zone on each side. Labels such as “EST” or “PST” can hide daylight-saving differences; use the location-based time zone and the appointment date whenever possible.
A booked appointment is missing
1. Identify whether the booking was created in Hot Prospector, GHL, a voice bot, or another source.
2. Confirm the exact contact, calendar, GHL location, date, time, and time zone.
3. Open the source calendar and verify that the appointment actually exists there.
4. Refresh the contact and appointment views in both systems.
5. Confirm that the source contact is matched to the expected contact in Hot Prospector.
6. Check whether the correct GHL location and calendar are connected.
Read the result this way:
- Exists in GHL but not Hot Prospector: investigate the appointment webhook, location connection, contact match, or sync processing.
- Exists in Hot Prospector but not GHL: confirm that it was booked against the linked GHL calendar rather than an independent Hot Prospector calendar.
- Exists in neither system: the booking action may not have completed, even if a call disposition says Booked.
- Exists in both with different times: investigate time-zone conversion, calendar selection, and daylight-saving rules.
A Booked call disposition and a calendar event are separate records. A disposition can update reporting, tags, or campaign behavior, but it does not prove that an appointment event was successfully created unless that workflow is configured and the event is visible on the calendar.
Hot Prospector and GHL show different available times
Compare the same calendar at the same moment:
1. Confirm the GHL location and exact calendar name or ID.
2. Confirm the appointment duration, assigned calendar user, and date range.
3. Record the time zone displayed in GHL.
4. Record the user or location time zone used in Hot Prospector.
5. Open the same date in both systems and compare specific slots.
If both systems show the same incorrect availability, update the GHL calendar's hours, user availability, buffers, or collision settings.
If GHL blocks a slot but Hot Prospector shows it as open, or GHL shows an open slot that Hot Prospector blocks, capture the exact slot before making changes. That contrast can indicate the wrong calendar, stale availability, an assignment difference, or a time-zone conversion issue.
Same-day appointments are unavailable
Check the GHL calendar's minimum scheduling notice, date-specific hours, assigned user's availability, buffers, and conflicting calendars. Also confirm that the appointment is not being viewed as a past time after conversion to the booking user's time zone.
Do not change the account's main time zone simply to expose a same-day slot. First prove that the user/location time zone is wrong. If the time zone is correct, repair the calendar's scheduling rules instead.
An appointment is one hour early or late
Use one example and record:
- appointment date;
- time and named time zone in GHL;
- time and named time zone in Hot Prospector;
- user/member time zone;
- connected location time zone; and
- contact's location, if it is used for display.
One-hour differences often point to daylight-saving handling, a fixed-offset time zone, or the wrong location/calendar selection. Do not manually move multiple appointments until the conversion rule is identified; that can create a second error when daylight saving changes.
Prevent double booking
For a GHL-linked calendar, review the collision calendar, assigned users, availability, appointment buffers, and whether multiple bookings are allowed in GHL.
For a Hot Prospector calendar, review the option that allows multiple appointments in the same time slot. Disable it when only one booking should be accepted.
After changing the setting, test the same slot with two controlled contacts. The second attempt should be blocked when single booking is required.
Cancel or reschedule safely
Use the system that owns the appointment as the source of truth:
- For a GHL-linked appointment, cancel or reschedule in GHL unless the Hot Prospector appointment explicitly provides a synced action for that appointment.
- For a Hot Prospector appointment, use the Hot Prospector calendar's cancel or reschedule action.
After the change, refresh both systems and confirm that the status, date, and time match. Do not delete and recreate the appointment unless necessary; recreation can break history, reminders, ownership, or external automation.
A booked lead returns to the dialer
Appointment creation and dialer eligibility are separate. Confirm all of the following:
1. the appointment exists on the intended calendar;
2. the final call disposition is the intended booked status;
3. that disposition is not configured to Recall the lead;
4. any booked tag was actually added and synced;
5. the campaign's Tags to skip or group movement excludes booked leads as intended; and
6. the contact is not duplicated in another group or campaign.
If the GHL appointment exists but the booked tag is missing in Hot Prospector, use the GHL and Hot Prospector sync guide (https://intercom.help/YourCRMKB/en/articles/16796139-ghl-hot-prospector-sync-fix-missing-leads-tags-fields-messages-calls-and-recordings). If the tag is present but the dialer still serves the lead, use the dialer eligibility guide (https://intercom.help/YourCRMKB/en/articles/16795802-why-the-dialer-shows-fewer-leads-or-stops-dialing).
A booking link or reminder is missing
Separate the calendar event from the notification:
1. Confirm that the appointment exists.
2. Identify which system is responsible for the confirmation, meeting link, SMS, or email.
3. Confirm that the contact has a valid email address or mobile number and has not opted out of that channel.
4. Check the relevant workflow or calendar notification history.
5. Run one controlled booking and verify each notification separately.
An appointment can be saved correctly even when a reminder or meeting link fails. Report the failed notification step rather than describing the entire booking as missing.
Prove the calendar path with one controlled booking
1. Select the exact calendar and location used by the customer.
2. Use a test contact you can identify in both systems.
3. Record the slot as displayed in GHL and Hot Prospector, including time zones.
4. Book the appointment once.
5. Confirm the event, contact, owner, date, time, and status in both systems.
6. Confirm any expected booked tag, call disposition, confirmation message, and dialer exclusion.
7. Reschedule or cancel through the source system and verify that the change syncs.
The calendar setup is complete only when the booking and the downstream action the customer depends on both work.
If you still need help
Send one complete package:
- Hot Prospector account and GHL location;
- Hot Prospector or GHL-linked calendar;
- exact calendar name and ID, if shown;
- contact name, phone, and email;
- appointment ID, if shown;
- expected and actual date/time with named time zones;
- booking source: Hot Prospector, GHL, voice bot, or other;
- screenshots of the same date or appointment in both systems;
- assigned calendar user and availability rule;
- whether the event, booked tag, disposition, reminder, and dialer exclusion each succeeded; and
- exact date, time, and time zone of the controlled test.