What for?

This allows the caller to reserve an appointment with an agent.

The bot will search for the next available time slot for an agent, propose it to the caller and book that slot.

The caller can also propose a slot and the bot checks if an agent will be available for this slot.

The bot supervisor can choose the slots and define a maximum number of available appointments, weekly or exceptionally (holiday, one-off organization...)

How to?

1. Create a calendar

• go to the Calendars tab in the Data section
• choose a name
• select the Schedule Appointment type
• for each day of the week, add as many slots as desired with the number of possible appointments in the Availabilities column

• You can choose to make more or less long slots to refine the management

• you can also choose to adapt the schedule for an "exceptional" day (on public holidays or other), by going to the "Exceptional dates" section. —> when this day arrives, the schedule used by the bot is in this section, it does not take into account the "typical week" organization

• You must then "Update" the calendar to update the information the bot will use. Is done in real time without the need to deploy in production

2. Create the related script

The Schedule appointment studio action includes 3 types of complementary actions :

Bot Suggestion

The bot will look for the slot where there is at least one availability and return it in the context key of your choice.

Required input:

• desired calendar
• context key name: context key in which to store the slot to propose

Outputs:

• contextKey: context key in which to store the slot to propose

  • contextKey.from: start of the slot
  • contextKey.to: end of the slot

  Then add a NLG formatter to format the Say and other Actions

  NLG formatter per entity