Appointment handoff
What happens after the AI books an appointment?
Fivos Radis
Founder, Elite Architects · 3 min readListen to this article
Full article · 3 min
After somebody books, the system sends a confirmation and appointment reminders. The appointment-setting follow-up stops, because they've already booked.
The client's sales team also gets the information from the conversation. They can see what the lead said before they speak to them.
Confirm the appointment and send reminders
The system runs confirmations and reminders for the lead. They have the appointment details and a reminder before they're due to speak with the team.
Those messages are about the appointment they've booked. We don't keep sending the original follow-up as if they're still an unbooked lead.
Reminders help keep the appointment on their radar, but somebody can still cancel or miss it. We have a rebooking process for that.
The sales team gets three things
Number one, a summary. Number two, the whole transcript. Number three, the call recording.
The salesperson can read the summary to get the main information. If they need more detail, they can take a look at the whole transcript or listen to the recording.
They don't have to listen to every call before an appointment. The extra detail is there if they want it, with access and recording permissions handled as part of the client's setup.
The lead has already had a conversation
The call center has context across the earlier calls, texts and emails. The information handed to the sales team helps them understand what this person was interested in and what they discussed.
They can start the sales conversation with that context, instead of asking the person to explain everything again.
The AI handles the follow-up and booking. The client's team handles the sales conversation and what happens after it.
If they cancel or miss it, we try to rebook
The system follows up to rebook someone who cancels or misses an appointment. It works to agree on another time with them.
Rebooking isn't just putting a new event in the calendar without asking. We need the person to agree to the new appointment.
If they ask not to be contacted, we log that and stop further calls and messages.
Keep track of what happened after booking
An appointment booked is one step. Whether the person attends and whether they buy are the next steps, so those need to stay separate when looking at the results.
The summary, transcript and recording give the sales team the conversation details. The client then needs to record the outcome of their own sales conversation.
That makes it easier to see whether a problem happened before booking, at the appointment or during the sale.
We handle this under your agency's brand
We agree on the booking, reminders and sales-team handoff for each client's setup, and we handle the call-center delivery under your brand.
Book your onboarding with me. We'll go through your clients and how the whole process would work for them.