> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/ai-agents/en/use-cases/terminmanagement.md).

# Appointment management

The appointment management agent is suitable when appointments need 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 recorded in a structured way. Callers receive a clear confirmation of what happens next. After each conversation, the information is available in full, either as a call log or by email.

### **Briefly explained: How to set up the use case**

{% stepper %}
{% step %}
**Create agent & refine profile**

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

**Note:** For direct appointment bookings, connect a cal.com calendar. Without calendar integration, use a playbook to record appointment requests in a structured way.
{% endstep %}

{% step %}
**Create playbooks for appointment requests**

Only create a playbook for appointment requests if no calendar integration is connected. The agent will then capture the appointment request, but will not check a live calendar.

* **Playbook "New appointment":**
  * Condition: "Caller wants to schedule an appointment"
  * Task: "Ask for preferred date and alternative"
  * Task: "Note contact details (name, phone number) for confirmation"
  * Closing action: announce a callback
    {% endstep %}

{% step %}
**Enable notification**

* **Email summary:** Enter an email address under Configuration > "Summary recipients". After the call, you will receive all the details and call the customer back for confirmation.
* **Webhooks (optional):** Send the data in a structured way to your CRM or a tool like Zapier to automatically create tickets.
  {% endstep %}

{% step %}
**Assign phone number**

During the trial period, we provide you with free phone numbers for testing. However, so that your agent can remain reachable after the trial period, you must assign it a phone number.
{% endstep %}
{% endstepper %}

**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 can be used to see when particularly many appointment requests come in, which requests are common, and where processes can be simplified further.


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