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The Confirmed Appointment Node, available under User Communication Elements, allows Guided Workflows to automatically confirm appointments with users. Customers receive a confirmation link through their preferred communication channel, and the appointment is confirmed only after the user clicks the link within the defined time window. This ensures user intent verification and accuracy in scheduling.

Key Benefits

• Improved Appointment Adherence: Immediate confirmations help users remember and follow through on scheduled appointments.

• Enhanced Customer Experience: Real‑time confirmation reassures users and reduces uncertainty.

• Operational Efficiency: Automates appointment confirmation and reminders, reducing manual follow‑ups.

Configure Confirmed Appointment Node

You can enable one or more communication channels using the toggle options:

• Email Notification

• SMS Notification

• WhatsApp Notification

Once at least one channel is enabled, configure the following fields:

• Email / SMS / WhatsApp Account: Select the brand account used to send confirmation messages.
  The relevant accounts must be configured in Sprinklr beforehand.

• Confirmation Asset: Select a confirmation template (RTFD) from the Digital Asset Manager.

• Reminder Asset: Select a reminder template to notify users before the appointment.

Reminder Configuration

• Customer Reminder Schedule: Define one or multiple reminder intervals using time and unit values (seconds, minutes, hours, or days).

• Agent Reminder Schedule: Configure reminders for agents so they are notified ahead of upcoming appointments.

Additional Settings

• Appointment Mode: Select one of the following:

  • Video Chat

  • Voice Callback

Video Chat Appointment Configuration

When video chat is selected as the appointment mode, configure the following options:

• Auto‑Initiate Call: Automatically starts the video call at the scheduled time.

• Start‑of‑Appointment Template: Select a template to publish when the appointment begins.

• Live Chat Application: Select the Live Chat application users are redirected to when joining or rescheduling.

• Live Chat URL: Specify the URL where Live Chat is configured.

• Conversational AI Application: Select a Conversational AI application to assist users during the appointment.

• URL Shortener: Shortens URLs included in messages.

Voice Callback Appointment Configuration

When Voice Callback is selected, configure the following fields:

• Priority: You can select the priority rank for the callback. You can select a value from the resource selector by enabling the Dynamic Input Type toggle. 

  Note: If the Dynamic Input Type toggle is enabled for priority rank, you can select a dynamic variable to determine the value at runtime. A static value can also be configured as a fallback, which will be used only if the selected dynamic variable fails to resolve or is undefined during execution.

  

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

• Use Last Outbound Campaign Skill: Assigns callbacks to agents based on the most recent outbound campaign.

• Use Callback Campaign from Voice Campaign: Associates the callback with the same voice campaign.

• Callback Campaign: Select the campaign used to place the callback.

• Case Number: Defaults to the current case if left blank.

• Note: Add notes or reference resources for the callback.

• Expire Timeout / Reassign Timeout: Set time limits (in minutes) for callback expiry and reassignment. Supports dynamic input.

• Preview Time: Configure preview time in seconds before agents accept the callback.

• Reassign To: Choose whether callbacks are reassigned to a Work Queue or Agent.

• Reassign Preview Time: Define preview time for reassigned callbacks.

• Guided Workflow for Appointment Modification: Select a workflow to manage appointment changes.

• URL Shortener: Shortens callback‑related URLs.

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