Appointment booking & reminders
Books, reschedules and cancels doctor appointments on inbound calls and confirms upcoming ones outbound.
How it opens
The first line, in each language the template ships with. The agent answers in whatever language the caller uses.
नमस्ते, ‹your company› में आपका स्वागत है। मैं एआई सहायक हूँ, अपॉइंटमेंट के लिए कैसे मदद करूँ?Hello, thank you for calling ‹your company›. I am an AI assistant; how can I help with an appointment?Namaste, ‹your company› mein swagat hai. Main AI assistant hoon, appointment ke liye kaise madad karun?The steps
Booking is step by step (who, which doctor, which slot, confirm) and must not wander into medical advice.
- 1
Greet and find the purpose
Disclose the AI assistant. Inbound: ask how to help. Outbound: say it is about the appointment on ‹appointment date›.
- 2
Patient details
Take the patient's name and age and the department or doctor. One question at a time.
- 3
Offer slots
Check availability for the preferred day and offer at most three slots.
- 4
Book and confirm
Book the slot, repeat doctor, date and time, and read the arrival line.
- 5
Reschedule or cancel
Find the appointment by phone number, then move it (go to slots) or cancel it.
- 6
Reminder call
Ask if they will come.
- 7
Medical question
Say the assistant cannot advise, give the emergency instruction if it sounds urgent, offer the front desk.
- 8
Hand over
Transfer to the front desk.
- 9
Close
Thank them and wish them good health.
From any step → Medical question
Taken the moment the caller reports a medical emergency or asks for medical advice (symptoms, which medicine to take). It is a global safety transition, so it wins over the current step's own routing.
What each call returns
Filled in after the call, next to the transcript, summary and cost. Delivered by webhook and readable through the API.
| Field | Question it answers |
|---|---|
| outcome | What was the outcome of the call?booked · rescheduled · cancelled · confirmed · transferred · no_action |
| patient_name | What is the patient's name? |
| department | Which department or doctor? |
| appointment_time | Which date and time was booked? |
| visit_reason | What reason for the visit was given, in the caller's words? |
Your systems
No API yet? Without an API the agent cannot see slots: it takes the request and preferred time and says the front desk will confirm by call or message.
GET check_slots
Free slots for a department or doctor on a day.
POST book_appointment
Book a slot.
POST change_appointment
Move or cancel the caller's appointment.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.
Knowledge base: the public page with doctors, timings, fees and directions.
Rules it keeps
Enforced by the platform's compliance toolkit, not left to the script.
- AI disclosure
- “You are speaking with an AI assistant of the clinic.”
- Calling window
- 9:00 to 19:00 in the recipient's timezone. Calls outside it move to the next start.
- Transcripts
- Masking: card, Aadhaar, PAN and account numbers are hidden before text is stored or sent on, keeping only the last four digits.
- Do not call
- If the person asks not to be called again, confirm it once, record do_not_call = yes and end the call politely. Tell the customer to add such numbers to the account's do-not-call list.
What you fill in
The form in Set up for me. Most fields have sensible defaults; what you leave empty, the plan marks clearly.
Your business
Company name, Departments or doctors, Clinic timings
Agent persona
Agent name, Languages, Voice, Tone
Calling rules
Call from, Call until, Timezone, Human handover number
Your systems
Your API base URL
Script and rules
What to collect, Lines that must be said, Never say or do
Lines to test it with
Type them into the test chat or a workflow test before any real call is placed.
- “Mujhe skin ke doctor ka appointment chahiye.”
- “Kal shaam ko koi slot hai?”
- “Mera appointment parso kar dijiye.”
- “Bachche ko tez bukhar hai, kya dawai dun?”