# AI appointment agent: collect booking requests

> Collect appointment requests, changes, and cancellations without losing the details.

- URL: https://hail.so/agent-templates/appointments

## What does the appointments template do?

Collect appointment requests, changes, and cancellations without losing the details. Start with the premade **Appointments** template in the Hail console.
The same agent can answer calls, texts, and email when you turn on those channels.

The template starts with a greeting and instructions you can edit as you go.

## Make the agent familiar with your business
- **Services.** Which appointments people can request and what information each needs.
- **Time.** Business timezone and how callers should describe preferred dates.
- **Confirmation.** Who confirms requests or which calendar workflow returns a booking result.

## Set up the appointments agent
Open **Agents**, then **New agent** (or **Create agent** when the list is empty). Select **Appointments**.
Use the [console walkthrough with screenshots](https://hail.so/create-ai-agent) for each step.

1. Give the agent a name your team will recognize.
2. Review the starter greeting and add your business facts to **Instructions**.
3. Choose any **Hand over** contacts and write when to call each person.
4. Review **Tools**, call limits, language, and recording. Keep the message that tells callers they are speaking with AI.
5. Turn on **Calls**, **Texts**, and **Email** for the channels you want.
6. Add a number for your chosen channels. Its labels show what your agent will answer.
7. Select **Create agent**. For email, choose this agent under **Agent replies** in **Email domains**.
8. Try a call, text, or email. The [visual guide](https://hail.so/create-ai-agent#4-connect-phone-calls-and-sms-to-the-same-agent) shows the email reply settings.

Calls and texts use your prepaid balance. [See usage prices](https://hail.so/pricing).
For US text messaging, follow the [SMS registration steps](https://hail.so/sms#10dlc-registration) for your number.

## Instructions for your appointments agent

Use this example as a starting point. Replace the capitalized text with your business details.

```prompt
Handle appointment requests for BUSINESS NAME.
For a booking, ask for SERVICE, name, callback number, and preferred date and time.
Confirm the timezone and repeat the request back.
For changes, collect the current appointment details and the requested change.
Only confirm a booking after an available tool reports success.
Otherwise say the team must confirm the request. Do not invent available times.
```

Start by collecting requests for your team. To confirm bookings today, your developer can connect your calendar with webhooks. Direct integrations with common calendar systems are coming soon.
Your calendar checks the requested time and confirms the booking before the customer gets a confirmation.

## Test the appointments workflow

| Test | Expected result |
| --- | --- |
| A caller says next Friday | Confirm the actual date and timezone. |
| A caller changes an appointment | Collect the original booking and the requested change. |
| No calendar result is available | Say the request still needs confirmation. |
| The requested service is unclear | Ask one question before recording the request. |

Open **Activity** to read each practice conversation. Adjust the instructions, try again, and share the number when you like the results.

## Add context and human handover

Give callers a way to reach someone on your team. Add that person under **Hand over** and describe when to call them.
Hail can send the caller’s number and reason by text and email while your teammate’s phone rings. Alert delivery times vary.
The [handover guide](https://hail.so/blog/warm-transfer) covers alert setup and unanswered calls.

You can also help callers pick up where they left off.
The [conversation history steps](https://hail.so/create-ai-agent#6-add-email-and-assistant-led-setup-with-mcp) explain how to add call and text history through MCP or API.
This is an optional addition to the console template.

## Optional MCP, email, and API workflows

When you want to manage your agent through chat, [connect Hail MCP](https://hail.so/mcp) to your AI assistant.
Ask it to find your existing agent and help you update the instructions.
You can also ask it to connect your Hail-mail address to this agent for email replies.
The [email setup steps](https://hail.so/create-ai-agent#4-connect-phone-calls-and-sms-to-the-same-agent) explain who gets a reply.

For work inside your own software, your developer can use the [API](https://hail.so/docs/api).
[Webhooks](https://hail.so/docs/webhooks) send updates when something happens, such as a completed call.
Use these updates to add a follow-up task to your customer records or send a booking request to your calendar.

Read the [best AI secretary tools](https://hail.so/blog/ai-secretary) for the wider workflow and product choices.