Keep the calendar in step when an agent reschedules
New automation actions move or cancel a customer's calendar booking when a human agent confirms the change in chat, so the calendar never drifts.
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Mampu AI can now move or cancel a customer's calendar booking when one of your agents confirms the change in the conversation, using two new automation actions: Reschedule appointment to attribute and Cancel appointment.
How do I sync a booking my agent reschedules in chat to the calendar in Mampu AI?
- Go to Settings → Custom Attributes, click Add Custom Attribute and create a Conversation attribute of type Date with Enable AI extraction ticked, describing the new time the AI should look for.
- Go to Settings → Automation, click Create Automation, choose Message Created and add conditions that match your agents' confirmation message.
- Set the first action to Regenerate AI Attributes, then click Add Action, choose Reschedule appointment to attribute and pick your date attribute.
- Click Create. Add Cancel appointment to a rule the same way for cancellations.
What happens to the booking when an agent reschedules or cancels it?
- The booking moves to the new time, the old time is freed, appointment reminders follow the new time, and the customer's manage link keeps working.
- A time that is already taken or outside the calendar's business hours is not booked. The current booking stays, and an activity line says why.
- Every outcome appears as an activity line for your team. The customer never receives it.
- Each change is recorded against the agent who handled the conversation.
