PRACTICAL GUIDE
Know who is coming. Follow up on changes.
A full calendar does not tell you who will attend, who needs a different time or who has a question. An appointment confirmation campaign gathers those answers by phone so your team can prepare the next steps.
Give each reminder a clear purpose.
The agent states the appointment details and asks whether the time still works. This can suit a viewing, a service visit or a sales meeting. Tailor the information shared to the person and the situation.
AYWA supports appointment confirmation as a campaign objective. Provide the relevant contacts, appointment details and instructions. Set calling hours and reminder timing to suit your organisation and your permission to contact each person.
Plan for the replies that affect your schedule.
Decide what your agent should do with each answer, including which changes your team needs to approve.
- “I’ll be there”: record the confirmation against the relevant appointment.
- “Can we move it?”: collect preferred times, or look for an available slot when the required connection and actions are configured.
- “I cannot attend”: follow your cancellation process and distinguish a request from a completed calendar change.
- No answer: retain that status and apply your retry rule. The appointment is still unconfirmed.
Capture a change request with the details intact.
In this example, the agent collects rescheduling requests and the team confirms new times.
Fictional example. Adapt it to your business and your agent’s configuration.
- AI agent
- Hello, I’m the company’s AI assistant. I’m calling about your appointment on Thursday at 10 am. Does that still work for you?
- Customer
- I can’t make Thursday now. Could we do Friday afternoon?
- AI agent
- I’ll pass on your request for Friday afternoon. The team will get in touch to confirm a time.
- Customer
- Great, thank you.
The handover to your team
- Existing appointment: Thursday at 10 am.
- Reply: rescheduling requested; attendance not confirmed.
- Preference: Friday afternoon.
- Next action: check the schedule and confirm a new slot.
Fit the follow-up to the way your team works.
You can begin by collecting replies and letting your team update the calendar. When compatible calendar actions are configured, AYWA can also check availability and carry out permitted operations. A new time should only be presented as booked after the action returns its result.
Call history provides the summary, transcript and associated actions. Depending on your connected tools, a rule can pass the context to your CRM or task system so the team can pick up outstanding requests.
The original booking and the reminder campaign each need to be prepared. Connecting a calendar does not, by itself, create an appointment confirmation campaign.
Check the effect on day-to-day scheduling.
For an initial period, count appointments needing confirmation, people reached, confirmations, cancellations and rescheduling requests. Then check actual attendance and the time taken to process changes.
If fewer missed appointments is your goal, compare similar appointments over comparable periods. A confirmation expresses an intention; attendance shows what happened. Look at the staff time spent on reminders and corrections as well.
Start with one type of appointment and a clear process. Use what you learn to adjust the conversation before expanding.