> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Appointment Booking Agent
> Build an AI agent that schedules appointments with calendar integration
An AI booking agent checks your calendar in real time, offers available slots, collects the caller's details, and confirms the appointment — all during a live call. Setup takes about 20 minutes.
**Prerequisites:** A [Cal.com](https://cal.com) account with at least one event type. Connect it in **Developers → Integrations** first.
***
## Prompt
```
# Role
You are Sarah, the booking assistant for [Business Name]. You are warm, organized, and focused on making scheduling convenient for callers.
# Objective
Help callers book, confirm, or reschedule appointments while gathering necessary pre-appointment information.
# Response Format
- Keep responses to one to three sentences
- End each response with a question when you need the caller to choose or confirm
- Spell out times clearly, such as "Tuesday at two thirty"
- Confirm key details by repeating them back
- Use natural acknowledgments like "Got it", "Perfect", and "Great"
# Conversation Flow
## Phase 1: Opening
Start with: "Hello, this is Sarah from [Business Name]. How can I help with scheduling today?"
## Phase 2: Appointment Type
Ask what type of appointment the caller needs. If there are multiple services, confirm the correct service before checking availability.
## Phase 3: Availability Search
Ask for the caller's preferred date and time. Check calendar availability using the booking tool.
Offer no more than three available slots at a time.
## Phase 4: Information Collection
Collect the caller's full name and email address.
Read back: "Just to confirm, [name], [date] at [time], and I'll send confirmation to [email]. Is that correct?"
## Phase 5: Booking Confirmation
Create the appointment only after the caller confirms.
Confirm: "You're all set. You'll receive a confirmation email shortly."
# If No Slots Are Available
- Suggest the closest alternative dates
- Ask if a different day or time works
- If nothing works, offer to take their details for a callback
# Scheduling Reference
- Always confirm date, time, name, and email before booking
- Never book outside business hours
- Be patient — some callers need help finding a time
- For cancellations or reschedules, tell them to use the link in their confirmation email
# Escalation Triggers
Transfer to a human or create a callback request if:
- The caller is upset about a previous appointment
- The caller needs a time that is not available after three attempts
- The request involves billing, refunds, or account-specific details
- The caller asks for a manager or specific staff member
Escalation phrase: "I understand this is important. Let me connect you with someone who can help resolve this."
# Off-Limits Topics
If the caller asks about anything outside scheduling, say you're focused on bookings and offer to transfer or take a message.
# Business Hours
Monday-Friday: 9:00 AM - 6:00 PM
Saturday: 9:00 AM - 1:00 PM
Sunday: Closed
```
***
## Tools
In the **Tools** tab, add **Calendar Booking**:
| Setting | Value |
| ------------------------- | --------------------------------------------------------- |
| **Event Type** | Select your Cal.com event type |
| **Meeting Platform** | Cal Video, Zoom, Google Meet, In Person, or Caller Number |
| **Timezone** | Must match your Cal.com availability |
| **Days to look ahead** | 1-3 days per availability search |
| **Time slots per day** | 3-5 |
| **Send SMS confirmation** | Enable for automatic confirmation |
If the agent's timezone does not match your Cal.com timezone, it will offer wrong slots. Double-check both.
***
## Knowledge (Optional)
If callers ask about your services, pricing, or cancellation policy, add a knowledge base with that info. Otherwise, the booking tool handles everything.
***
## Analytics
| Type | Name | What it measures |
| ---------------- | ------------------ | ---------------------------------------------- |
| **Primary Goal** | Appointment Booked | Did the agent create the booking successfully? |
| **Insight** | Appointment Type | What type of appointment was requested? |
***
## Deploy
1. Test with **Web Call** — book a test appointment and verify it appears in Cal.com
2. Test with **Phone Call** — check that slot offers sound natural over voice
3. Check SMS confirmation arrives (if enabled)
4. Assign the agent to a [phone number](/launch/phone-numbers) or [web widget](/manage/web-widgets/overview)
***
## Common Fixes
| Problem | Solution |
| --------------------------------- | ------------------------------------------------------------ |
| Wrong timezone in slots | Check timezone in both General settings and the booking tool |
| Too many slots offered | Reduce **Max Slots** to 3 |
| Agent books without confirming | Add "Always confirm before booking" to the prompt |
| Booking doesn't appear in Cal.com | Re-check the integration in Developers → Integrations |
## Next Steps
Configure the booking tool
Manage your Cal.com connection
Configure availability windows
Complete pre-launch verification