> 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 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**

{% stepper %}
{% step %}
**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.").
{% endstep %}

{% step %}
**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
    {% endstep %}

{% step %}
**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.
  {% endstep %}

{% step %}
**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.
{% 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 make it possible to see when particularly many appointment requests come in, which issues occur frequently, and where processes can be simplified further.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.sipgate.de/ai-agents/en/use-cases/terminmanagement.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.