Appointment management

The appointment management agent is suitable when appointments are to be arranged, changed, or canceled by phone. Around the clock and without employees having to be permanently available. It captures appointment requests in a structured way and significantly reduces administrative effort.

What exactly does the agent handle?

The agent answers calls and recognizes whether callers want to schedule a new appointment, change an existing one, or cancel it. Depending on the request, it asks targeted follow-up questions about the desired time period, the type of appointment, or existing information. All relevant details are captured in a structured way. Callers receive a clear confirmation of what happens next. After each conversation, the information is fully available, as a call transcript or by email.

Briefly explained: How to set up the use case

1

Create agent & refine profile

Create an agent and enter your opening hours and general availability in the company profile (configuration area). This allows your agent to respond directly to unsuitable time suggestions (e.g. "Sunday 3 a.m.").

2

Create playbooks for appointment requests

Create guides for taking appointment requests under Playbooks.

Important: The agent currently does not check a live calendar; it only records the request.

• Playbook "New Appointment":

  • Condition: "Caller wants to schedule an appointment"

  • Task: "Ask for preferred appointment time & alternative"

  • Task: "Record contact details (name, phone number) for confirmation"

  • Closing action: Announce a callback

3

Activate notification

• Email summary: Under Configuration > "Summary recipients", enter an email address. After the call, you will receive all details and call the customer back for confirmation.

• Webhooks (optional): Send the data in a structured format to your CRM or a tool like Zapier to automatically create tickets.

4

Assign phone number

During the test phase, you will receive free phone numbers from us for testing. However, so that your agent can still be reached after the trial period, you need to assign it a phone number.

Benefits at a glance

The agent ensures that every appointment request is accepted, regardless of time or workload. Teams are relieved and no longer have to switch between phone and calendar. Statistics make it possible to see when particularly many appointment requests come in, which issues occur frequently, and where processes can be simplified further.