Configure Slot Based Appointment Booking through IVR
Updated
Sprinklr IVR provides a seamless way to automate appointment scheduling by allowing customers to select, confirm, or cancel available time slots directly during an IVR call. This functionality is especially useful for callback scheduling, service visits, or customer consultations, reducing manual intervention and improving customer experience.
The solution is powered by three specialized nodes:
Fetch Appointment Slots Node – Retrieves available slots and presents them to the caller.
Confirm Appointment Node – Confirms a selected slot and provides confirmation to the customer.
Cancel Appointment Node – Cancels a previously confirmed appointment and notifies the customer.
Each of these nodes can be configured separately, and this guide focuses on the end-to-end flow design.
User Flow
Follow these steps to configure a slot-based appointment booking IVR:
Step 1. Access IVR Flow
Navigate to Voice IVR from the Sprinklr launchpad.
Open the IVR Record Manager screen.
Create a new IVR flow or edit an existing flow.
Step 2. Configure Fetch Appointment Slots Node
Select the "Fetch Appointment Slots" Node from the available nodes dropdown and add it to your flow.
Configure it to fetch real-time slots based on your slot definition and assignment logic (queue or user).
Once configured, this node splits into four possible paths:
Appointment Scheduled – Caller successfully selects and reserves a slot.
Slot Not Available – No valid slots are available in the defined window.
Failed – Technical errors during slot retrieval.
Default – Fallback path for unhandled scenarios.
Connect each path to the next appropriate node or action based on your business requirements.
Refer to the Fetch Appointment Slots Node Configuration Guide for detailed setup of slot size, prompts, retries, and navigation keys.
Step 3. Configure Confirm Appointment Node
After an appointment is successfully scheduled, insert a Confirm Appointment Node.
This node ensures the caller receives confirmation of their appointment via the selected communication channel.
The confirmation can include details such as date, time, and assigned agent or queue.
Refer to the Confirm Appointment Node Configuration Guide for details on confirmation prompts, message templates, and channel setup.
Step 4. Configure Cancel Appointment Node
Add a Cancel Appointment Node in the flow to provide customers with an option to cancel a previously booked appointment.
Configure cancellation logic to update records in real time.
You can notify the customer of the cancellation through multiple channels such as Email, SMS, or WhatsApp.
Note: Refer to the Cancel Appointment Node Configuration Guide for details on notification setup and exception handling.
Example Flow
Caller enters the IVR.
System retrieves and announces available slots through the Fetch Appointment Slots Node.
Caller selects a preferred time slot.
If confirmed → Flow continues to the Confirm Appointment Node, and the system sends a confirmation message.
If no slots are available → Flow follows the Slot Not Available path, and the caller is redirected accordingly.
If an error occurs → Flow follows the Failed path, and fallback handling is applied.
If no input is provided → Flow follows the Default path.
In future calls, customers can navigate to the Cancel Appointment Node to cancel their booked slot.
Benefits
Real-time scheduling: Customers book slots during the call without agent intervention.
Flexible confirmation and cancellation: Appointments can be confirmed or cancelled with automated notifications.
Reduced call center load: Self-service appointment booking minimizes agent workload.
Improved customer experience: Callers get immediate scheduling options with reliable follow-up communication.
Related Guides
For detailed configuration of each node, refer to the following guides: