# Appointment management

The appointment management agent is suitable when appointments need to be scheduled, changed, or canceled by phone. Around the clock and without employees having to be permanently reachable. 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 one. Depending on the request, it asks targeted follow-up questions about the desired time frame, 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 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 business profile (configuration section) with your opening hours and general availability. 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 date/time & alternative"
  * Task: "Note contact details (name, phone number) for confirmation"
  * Closing action: Announce callback
    {% endstep %}

{% step %}
**Enable notifications**

* **Email summary:** Enter an email address under Configuration > "Summary recipients". After the call, you will receive all details and call the customer back to confirm.
* **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, you will receive free phone numbers from us for testing. However, so that your agent can still be reached 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 the time or workload. Teams are relieved and no longer have to switch between phone and calendar. Statistics show when particularly many appointment requests come in, which concerns occur frequently, and where processes can be simplified further.


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