What it does
An AI Employee answers appointment questions, processes allowed reschedules, and sends reminders using the connected calendar.
AI Workforce / Customer Support
Customer Support
Appointment Questions
BEFORE AND AFTER BOOKINGS
The problem
Customers call to change a time, confirm an address, or ask what to prepare. Each call pulls someone off the work in front of them.
Trigger
Starts before and after bookings.
Tools and systems
Connections depend on your deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
- Phone
- SMS
- Calendar
- CRM
What it reads
- Inbound calls and voicemail on connected lines
- Inbound texts on connected numbers
- Messages in the connected inbox
- Availability and events on connected calendars
- CRM records, notes, and fields you map
Actions it can take
- Reply or reach out on the connected channels you allow
- Check availability and book or update appointments when your rules allow
- Create or update CRM records with the fields you map
- Hand off to a person when the request is outside the playbook
Human controls
- Same-day changes, deposits, and technician-specific jobs can require a person.
- You set cutoff times for self-serve reschedules.
- No-show policies are stated from your approved language only.
Workflow steps
- 1A customer asks about an upcoming appointment.
- 2The AI Employee finds the booking and verifies the customer.
- 3It answers, reschedules, or cancels based on your rules.
- 4Calendar and CRM records are updated.
- 5The customer gets a confirmation of the change.
Example use case
A reminder text goes out the night before. The customer replies that they need Friday instead. The AI Employee offers two Friday windows, moves the calendar event, and updates the CRM. The technician sees the new time in the morning.
Often handled by your AI Receptionist, as part of the broader AI Workforce.
How to customize
This job is configured around your knowledge, hours, approval rules, and the systems in this deployment. Connections depend on the deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
Related work
Missed-Call Follow-Up
Texts or emails the missed caller right away, finds out what they need, and books a callback or appointment instead of leaving a voicemail pile.
Customer Support
Answers common questions, handles routine requests, and escalates anything that needs a person, around the clock.
FAQ Handling
Answers hours, pricing ranges, service area, and policy questions from your approved knowledge so your team is not repeating themselves.
See What an AI Workforce Could Do for Your Business
Walk through the work your team is already doing, then see which jobs an AI Employee could take on.