Why did an Appointment get approved in spite of the settings?

[KTTT]

I've been using Square Appointments now for awhile and I'm very familiar with the settings.

I've ALWAYS required my personal "approval" for ALL appointments.

I got out of session today to see a new appointment on my calendar for Tuesday and it appears that I approved it. WHILE I was in session! 

What gives?!? 

Is this Squares "AI" doing things I don't WANT it to do!?  And if so, how the heck to I disable Square's AI from "helping" me in ways that AREN'T helpful!?

[MayaP]

Hey @KTTT, thanks for reaching out. I understand your frustration and I am happy to help.

• Can you share the appointment details, like the date and time, so I can take a closer look?
• Also, can you confirm if your Online Booking Preferences are set to "Business must accept or decline all appointments"? You can check this by going to Appointments > Settings > Calendar & Booking Settings in your Dashboard.

Just to clarify, our new Square AI feature is designed to help answer questions for your business. It does not take any action on your account.

Let me know once you have the details. I am here to help.

[KTTT]

Hi MayaP

Yes, my settings were just as you depicted "Business must accept or decline all appointments".

The actual date and time of the appointment was 1 July 2025 / (430 p.m. start). The "request" for the session came through on 29 June 2025 around 4:20 p.m., I was with a client, and when I was collecting payment from that client I noticed a new "approved" appointment on my calendar for 1 July 2025 at 430 p.m. I also noticed a "notification" for a message interaction / inquiry from the client who requested the 1 July appointment. I clicked on that notification and reviewed the interaction. Somehow, the appointment got approved.

Initially the client requested a service she was not actually eligible for (A New Client Deal). I ultimately ended up editing the appointment request to reflect a service she was eligible for (Standard Client).