About this Workflow

Appointment booking is a central component of customer service across various industries. This repetitive task is often handled using different tools (CRM, calendar, email) and is therefore perfectly suited for automation.

This workflow displays available appointments in the chat window, from which users can choose. They then receive a confirmation email and the appointment is entered into the relevant employee's calendar, all automatically.

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How it works

1. Triggering the flow

The appointment booking intent is recognised and the flow is started via webhook.

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2. Access to calendar

All existing calendar events within a specific time period are searched to check availability.

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3. Matching a specific date

Matching the user's request with the available slots in order to select a specific date.

• true: The workflow continues to the customer search.
• false: returns an answer (e.g. ‘Appointment could not be clearly identified, please specify’)

→ Prevents booking of unwanted time slots

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4. Customer data and appointment scheduling

The customer data is retrieved from the CRM and a confirmation email is sent to the relevant address. At the same time, the appointment is entered into an employee's calendar.

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5. Reply in chat

The chat also displays a confirmation message stating that the appointment has been successfully booked and that a personalised confirmation email has been sent.

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