Round Robin events showing unavailable time slots as available (Google Calendar sync issue)

Based on some testing we did today, it seems related to the number of agents we have in the round robin event. We have 37 agents in the event. When we remove all but 12 agents, the availability issue does not seem to occur. From a business perspective it is a requirement though to have all these agents in the event, and this has never been an issue until last week.

Hi Jennifer,

Thank you so much for taking the time to document this so clearly, and I’m sorry you and your customers are running into this, especially during active scheduling.

What’s going on

We’ve been investigating a Round Robin availability issue that closely matches what you’re seeing:

• The booking page sometimes shows time slots as available that are actually blocked by:

  • existing Calendly bookings, or
  • busy events on connected Google Calendars

• When an invitee selects one of those times and tries to book, Calendly correctly catches the conflict at the final step and shows:

  “Sorry, that time is no longer available. Please select a different time to book this event.”

In other words, the final conflict check is working, but the initial availability shown on the page can be wrong in some Round Robin scenarios. The behavior you described where refreshing the page changes which times appear is part of what our team is looking at right now.

The “37 agents vs 12 agents” detail

The testing you did here is very helpful:

With 37 agents in the Round Robin event, availability is incorrect;
with only 12 agents, the issue doesn’t seem to occur.

We’ve seen that very large Round Robin host pools can contribute to slower or less reliable availability behavior. Your findings line up with that pattern and give our engineering team an important data point: this isn’t just cosmetic; it’s directly affecting which slots are shown as bookable.

Our Product and Engineering teams are actively working on Round Robin availability and performance improvements, including cases where availability appears to change when the page is refreshed.

Suggested workarounds for now

I know you’ve already tried some of this, but for others reading along, here are the most practical short‑term options:

• Keep the Round Robin pool smaller where possible. You’ve already seen that dropping from 37 to around 12 agents stops the incorrect availability behavior in your testing.
  • As a temporary step, consider splitting into multiple Round Robin events, each with a smaller subset of agents (for example by team, region, or skill group).
  • Then surface those multiple booking links on a single page or via simple routing logic, so invitees still have a straightforward path to schedule.
• Use 1:1 or smaller team events for critical flows. For your highest‑impact or most time‑sensitive bookings, using individual or smaller Round Robin events can reduce the chance that invitees see a “phantom” slot that later errors out.
• Double‑check Google Calendar busy events for affected hosts. You’ve already confirmed connections and syncs, but for anyone else running into this:
  • Ensure the correct calendars are selected for “Check for conflicts”.
  • Confirm that blockers are marked Busy (not Free) and that all-day events are set appropriately.

These are admittedly workarounds, not solutions, but they tend to reduce how often invitees encounter the “Sorry, that time is no longer available” message until the underlying issue is fully addressed.

Hi Jilian,

Thanks for the update.

Do we have a clearer sense of how close the team is to resolving this issue, or how far off we still are? Given that it has been ongoing for more than a week, it would be helpful to get an honest view of the team’s current progress on the fix.

This will help us set appropriate expectations internally and decide on the best course of action, taking into account your interim advice above.

Hi ​@jillian 

Are there any new updates from your team on fixing this issue? It appears the problem is still persisting.

Do we have a clearer sense of how close the team is to a resolution, or how far off we might still be? Since this has now been ongoing for nearly two weeks, an honest view of the team’s current progress and expected next steps would be greatly appreciated.

Hi ​@Jennifer08224 - Let me reach out to the team and see if I can get an update for you. :)

hi ​@David  (cc: ​@jillian )

yes, please do. This is a critical matter and it’s has been quite costly for our company and for this issue to go on for 2 weeks now. 

Hi ​@Jennifer08224 - Thanks for your patience here. 

Our team is testing some potential fixes to be rolled out over the weekend. We’re on track for something between end of this week/early next week. Support will be able to reach back out as well once it has been resolved - If you notice any issues after that, following up with support directly would be best!

Let me know if you have any questions, again, really appreciate the patience as we’ve worked through this. :)