The Confirmed Appointment Node in Sprinklr IVR is used to finalize and notify customers and agents about a scheduled appointment. It also provides flexible options for appointment modes (VideoChat or Voice Callback) and supports reminders, notifications, and guided workflows for modifications.

This guide explains each configuration field available in the node.

Configuration Fields

Configure the following input fields. Fields marked with a red dot are mandatory.

1. Name

• Description: Enter a meaningful name for the node.

• Example: Confirmed Appointment - Customer Callback

​

2. Notification Settings

Enable notifications to inform customers and agents about appointment confirmation and reminders. Supported channels are Email, SMS, and WhatsApp.

Email Account

• Select Account: Choose the email account to send notifications from.

• Confirmation Asset: Select the asset template used for sending confirmation messages.

• Reminder Asset: Select the asset template used for sending reminders.

SMS Account

• Select Account: Choose the SMS account to send notifications from.

• Confirmation Asset: Select the SMS asset template for confirmations.

• Reminder Asset: Select the SMS asset template for reminders.

WhatsApp Account

• Select Account: Choose the WhatsApp account to send notifications from.

• Confirmation Asset: Select the WhatsApp template for confirmations.

• Reminder Asset: Select the WhatsApp template for reminders.

3. Customer Reminder Schedule

• Notify Before: Define when customers will receive a reminder notification.

• Format: Seconds, minutes, or hours.

• Example: 15 minutes before appointment.
  Click the '+' button to configure multiple reminder schedules.

4. Agent Reminder Schedule

• Notify Before: Define when agents will receive reminder notifications.

• Format: Seconds, minutes, or hours.

• Example: 30 minutes before appointment.
  Click the '+' button to configure multiple reminder schedules.

5. Additional Settings – Appointment Mode

The Appointment Mode defines how the confirmed appointment will take place. Two modes are supported:

​

​

a. VideoChat Appointment Mode

• Auto Initiate Call (checkbox): Automatically start the video call when the appointment begins.

• Select Template to be Published at Start of Appointment: Choose a communication or resource template to trigger at appointment start.

• Live Chat Application: Select the Live Chat account integrated with Sprinklr.

• Live Chat URL: Provide the meeting or chat URL.

• Conversation AI Application: Choose the Conversational AI app for automated interactions.

• URL Shortener: Select a shortener service for compact URLs in notifications.

​

b. Voice Callback Appointment Mode

• Priority: Assign a priority level to the callback task.

• Callback Number: Enter the customer’s callback number.

• Callback Campaign: Choose the campaign under which this callback is scheduled.

• Profile ID: If left blank, the callback will be created with the current profile.

• Case Number: If left blank, the current case is automatically linked.

​

• Note: Enter additional details for the callback record.

• Update Scheduled Callback Task Fields

• Expire Timeout: Define the time after which the scheduled callback expires.

• Reassign Timeout: Define how long before the callback task can be reassigned.

• Preview Time: Time provided before the callback task becomes active.

​

• Re-Assign To: Select between Work Queue or Agent.

  • Work Queue: Assign the callback task to a specific queue.

    • Work Queue (dropdown): Select the work queue if "Work Queue" is chosen. Use the 'Dynamic Input Type' toggle to assign work queue on run time.

  • Agent: Assign the task directly to an agent.

    • Select Agent: Select Agent from the dropdown or choose a resource.

• Re-assign Preview Time: Configure preview time for the reassigned task.

• Guided Workflow for Appointment Modification: Select which guided workflow is triggered when customers modify appointments using provided links. Choose the workflow from the dropdown to launch for modifications.

• URL Shortener: Select the shortener service for modification URLs.

Click the 'Save' button on the configuration page to save your node settings.

Example Flow

1. Customer books an appointment.

2. Confirmed Appointment Node triggers notifications via Email and WhatsApp.

3. Customer receives confirmation and reminder assets with appointment details.

4. If configured in VideoChat mode, customer joins via a Live Chat URL.

5. If configured in Voice Callback mode, callback is created with the assigned campaign and case linkage.

6. Any changes requested by the customer are managed through the guided workflow defined in the configuration.