Appointment management

The appointment management agent is suitable when appointments are to be scheduled, changed, or canceled by phone. Around the clock and without employees having to be permanently reachable. It records 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 fully available, as a call log 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 section). 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 appointments under Playbooks.

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

• Playbook "New appointment":

  • Condition: "Caller wants to schedule an appointment"

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

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

  • Closing action: announce callback

3

Enable notification

• Email summary: Under Configuration > "Summary recipients", enter an email address. After the call, you will receive all the 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.

4

Assign phone number

During the test phase, you will receive free phone numbers from us to test. However, so that your agent remains reachable after the trial period, you must 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 show when particularly many appointment requests come in, which concerns occur frequently, and where processes can be further simplified.