The Fetch Appointment Slots Node in Sprinklr IVR allows you to present available appointment slots to callers in real time. Callers can select a slot using DTMF inputs, making it ideal for callback scheduling, service appointments, or consultation bookings.

This guide explains the configuration of each input field for the node.

1. General Settings

• Name
  Provide a descriptive name for the node so it’s easy to identify in your IVR flow.
  Example: SelectAppointmentSlot

2. Slot Source

• Slot Definition
  Choose the source that defines how appointment slots are fetched. For example, DS-Custom. The slot definition must be preconfigured in the Slot Definition Manager.

• Dynamic Input Toggle: Enable this toggle if you want to configure Slot Definition dynamically at runtime.

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3. Assignment Settings

• Assignment Type
  Defines where the scheduled appointment is routed:

• Queue: Routes the appointment to a work queue.

• Agent: Routes the appointment to a specific user.

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If Assignment Type = Queue

• Work Queue
  Select the work queue from the dropdown that will receive the appointment task.

• Dynamic Input Toggle: Enable to assign the queue dynamically at runtime.

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If Assignment Type = Agent

• User Source

• Static: Select the agent from a predefined dropdown list.

• Dynamic: Use a variable to dynamically assign the agent.

• User ID Variable
  If Dynamic Input Toggle is selected, specify the variable that stores the agent’s ID. This can be defined manually or fetched from resources.

4. Time Settings

• Timezone
  Select the appropriate timezone to ensure slots are presented accurately for the caller’s region.

• Start Time to Fetch Slots
  Enter the start time of the window during which slots should be fetched.
  Format: DD MMM YYYY, HH:MM AM/PM
  Example: 15 Sep 2025, 09:00 AM

• End Time to Fetch Slots
  Enter the end time of the window within which slots will be retrieved.
  Format: DD MMM YYYY, HH:MM AM/PM
  Example: 20 Sep 2025, 06:00 PM

5. Slot Presentation

• Slots Batch Size
  Number of future slots presented to the caller at once.
  Valid Range: 1 to 8
  Example: 4

• Slot Date & Time Voice Format
  Select the format for announcing slots.
  Example: EEEE, MMMM d, h:mm a → “Wednesday, July 10, 5:00 PM”

• Number of Times to Repeat This Message
  Set how many times the system should repeat the slot selection prompt if no or invalid input is received.
  Example: 2

• DTMF Timeout (in seconds)
  Number of seconds the system waits for caller input before triggering a timeout.
  Example: 10
  

6. Language and Prompts

• Language Selection
  Choose the language in which slot prompts are played. Supported options: English / Hindi.

• Slot Message Prompt (Dynamic TTS)
  Define the message format to announce available slots.
  Example:
  "Press ${iterator} for slot from ${slotStartTime} till ${slotEndTime}"

• Prompt Tools

• Say As: Control how dates, numbers, or times are spoken.

• Audio Variable: Playback slot details dynamically.

• Preview Button: Test the generated prompt before finalizing.

7. Navigation Between Batches

• Next Batch Navigation Key
  DTMF key the caller presses to hear the next set of slots.
  Example: 8

• Previous Batch Navigation Key
  DTMF key the caller presses to go back to the previous batch.
  Example: 9

• Batch Prompt Example
  Example:
  “Press 8 to hear next available slots. Press 9 to hear previous prompts.”

8. Response and Storage

• Wait for the End of the Prompt to Gather the Response
  When enabled, the IVR waits until the entire slot prompt is finished before accepting input.

• Define Selected Slot
  Specify the variable that stores the caller’s selected slot.
  Example: selectedSlot
  

9. Timeout and Error Handling

• Add Timeout Message
  Configure a message to play if no input is received. Can be configured in multiple languages.
  Examples:

• English: “We did not receive your input. Please try again.”

• Spanish: Provide equivalent prompt in Spanish.

Click the 'Save' button to save your node setup.

Best Practices

• Use batch sizes of 3–4 slots to prevent overwhelming the caller.

• Configure retry attempts and timeout messages to avoid dead ends in the flow.

• Always set the Selected Slot variable to reference the appointment in downstream nodes (e.g., confirmation).

• Test in multiple timezones to validate slot availability and prompt accuracy.

• When using Dynamic Input Toggle, ensure the runtime variable values are validated before deployment.