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 captured in a structured way. Callers receive a clear confirmation of what will happen next. After each call, 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 area). 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, use a playbook to capture appointment requests in a structured way.

2

Create playbooks for appointment requests

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

• 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 a callback

3

Enable notification

• Email summary: Enter an email address under Configuration > "Summary recipients". After the call, you will receive all details and call the customer back for confirmation.
• Webhooks (Optional): Send the data structured 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 for testing. However, so that your agent remains reachable after the trial period, you still need to 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 make it possible to see when particularly many appointment requests come in, which issues occur frequently, and where processes can be simplified further.