This skill gives the business control over how they would like the agent to handle the appointment request. It is triggered when the caller prompts to make an appointment with the business. Read on our watch our walkthrough below.
Some phrases that can trigger the Appointment skill are:
I'd like to make an appointment
I want to make an appointment
Schedule an appointment
It can be used to perform either of the following 4 actions:
1. Direct caller to website (default; used by most businesses)
Like most of the businesses, if you have a website that you use for booking appointments, you can choose this option. Text back is beneficial for efficiency and can retain the customers who need faster assistance in booking appointments with you. According to Google, 77% of US consumers expect to be able to book services online (source). Depending on your service business, this could mean allowing customers to request a quote, contact you, or book your services.
You can set your agent to respond to the appointment query with a customized message followed by an offer to send an appointment link. If the caller agrees to receive the link, the agent will be able to send that as a text message.
2. Give quick answer
If you prefer walk-ins, or want to provide any other important information to your callers regarding appointments, you can use this space to customize your response.
3. Transfer call to the business # (requires you to have a business #)
If your preference is to talk to the customers directly when they want to book an appointment. For example: if you have any screening questions or additional details before booking an appointment for them, you can choose this option to connect them to your business line to speak with someone.
4. To take an appointment message
If you’d like your callers to leave a message for you when they want to book an appointment, you can select this option. If the caller agrees to leave a message, it captures customer information such as their name, their contact preferences (call or text) and their message, which will appear in your dashboard as a recorded call in the “calls” tab. It will follow the flow of message taking [link article to learn more about the details how messages are handled..]