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

# Appointment management

The appointment management agent is ideal when appointments need to be booked, 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 it. Depending on the request, it asks targeted follow-up questions about the desired time period, the type of appointment, or available 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 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 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.").

**Note:** For direct appointment bookings, connect a cal.com calendar. Without calendar integration, you use a playbook to capture 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 then records the appointment request, but does not check a live calendar.

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

{% step %}
**Activate 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 to confirm.
* **Webhooks (optional):** Send the data to your CRM or a tool like Zapier in a structured way 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 remains reachable after the trial period, you still need to assign it a phone number.
{% endstep %}
{% endstepper %}

**Advantages 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 back and forth between phone and calendar. Statistics can be used to see when particularly many appointment requests come in, which requests occur frequently, and where processes can be simplified further.


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