In this article, you’ll learn how to configure the AI agent with multiple actions to handle appointment booking, from the first reply to collecting client details, offering available time slots, and transferring conversations when needed.
Set up the AI agent
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Go to the AI agent section.
Note: If you’ve never created an AI agent before, click on Create my AI agent. Then, follow the steps in our guide to create one automatically.
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Go to the Persona tab and configure how the AI agent should communicate with your clients. Configure the following fields:
- Role and personality
- Tone of voice
- Length of replies
- Reply language
- Delay before replying (seconds)
- Guidelines
To learn more about how to set up the AI agent’s Persona, check our guide.
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Go to the Actions tab and click + Add action to create one.
For each action you’ll need to define the following instructions:
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WHEN - conditions the AI agent needs to meet to answer.
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DO - actions the AI agent will execute when the conditions are met.
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More (optional) - additional rules the AI agent should follow when a situation needs a bit more clarity or checks.
For more details about how these instructions work, check our manual setup guide.
Important: The AI agent will try its best to interpret these instructions, but it may not always work as expected. For more accurate results, use clear and specific instructions, and include examples of what the AI agent should do or avoid doing when relevant.
Start creating bookings
A. Set up the first-contact action
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Choose the WHEN condition Incoming message contains: greeting.
You can also type your own custom WHEN condition manually and press Enter to save it. For example: add phrases like hello or hi there.
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Select the DO actions Always use this exact message and add a welcome message. For example: ‘Hi! Thank you for contacting us. What can we help you with?’.
You can also add other actions like Manage tags and add a tag to the incoming lead like new-lead.
B. Qualify booking requests
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Choose the WHEN condition First time client asks about: booking. Use this condition to help the AI agent recognize booking requests early and guide the conversation to the next step.
- Select the DO actions:
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Ask for clients: name, phone and email. This gives you the contact details needed to confirm the appointment or follow up later.
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Change lead stage to: Booking request in your pipeline. That way, the lead stays organized in the correct stage as the conversation progresses.
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In the More field, add more detailed instructions, such as: ‘Ask which service the client wants to book before showing available time slots’.
C. Prepare booking types and service information
Before creating the AI agent booking actions, you’ll need to:
1) Set up your booking types
To learn how to create booking types, check our Set up appointment types article.
In this case, we’ll use two booking types already created in the Calendar section:
- Vacation planning
- Booking confirmation
You’ll be able to select these later when setting up the DO actions in the AI agent.
2) Add a knowledge source with your services information
To help the AI agent understand your services and reply more accurately, go to the Sources tab → click + Add new knowledge source.
Choose a source type and add relevant information about your business. The AI agent can then use this information when replying to clients.
You can include details such as:
- Service names
- Duration
- Pricing
- Requirements before the booking
- Important conditions clients should know
Once you’ve finished adding the information, click Save.
Important: Currently, for privacy reasons, the AI agent doesn’t automatically know all the services available in your account or their names unless they are included in your actions or knowledge sources.
D. Schedule vacation planning bookings
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Choose the WHEN condition First time client asks about: travel planning. Use this condition so the AI agent can recognize when a client wants to book a vacation planning meeting and trigger the correct action.
- Choose the following DO actions:
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Create appointment in Calendar: and choose Vacation planning (the booking type created earlier). This allows the AI agent to offer the correct booking option.
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Manage tags: and add tags to the lead, such as first-appointment and vacation-planning.
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Answer using knowledge base source: and select the source uploaded earlier with your services information (for example, Business information). The AI agent can then use your service details when replying.
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In the More field, add more detailed instructions, such as: ‘Always inform the client about special conditions for this service, including that prices and availability may change depending on season and supplier availability’.
E. Confirm booking requests
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Choose the WHEN condition First time client asks about: trip confirmation. Use this condition so the AI agent can recognize when a client is ready to confirm their vacation and continue with the next steps.
- Choose the following DO actions:
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Create appointment in Calendar: and choose Booking confirmation (the booking type created earlier). This allows the AI agent to offer the correct booking option.
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Manage tags: and add a tag such as booking-confirmation or ready-to-book.
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Answer using knowledge base source: and select the source uploaded earlier with your services information in this case Business information. The AI agent can then use your service details when replying.
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In the More field, add: ‘Always inform the client about special conditions for this service, including that bookings are only confirmed after payment is completed and subject to availability’.
F. Transfer to a human operator
- Choose the following WHEN conditions:
- Client wants to: get support
- Client wants to: speak to a human agent
Set the action to run when any condition is met. This helps the AI agent recognize different requests that require human assistance.
- Add the following DO actions:
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Transfer to user: and choose to transfer the conversation with client’s permission and with conversation summary. For the message field, you can add a message like this: ‘You are being connected to a team member who will continue assisting you’.
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Add task: and set the Task type to Follow-up for the Current responsible user. In the Comment field, include: ‘The client requested human assistance. Please review the conversation and follow up’. This gives your team member the context needed to continue the chat smoothly.
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In the More field, add the following instruction: ‘If there is a delay, let the client know a team member is reviewing the request and avoid asking additional questions before the transfer’.
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Once you’re done, click Save action.
With this setup, your AI agent can manage booking requests automatically, guide clients through the booking process, share useful service information, and transfer urgent or complex conversations when needed.
This can help your team streamline bookings, improve client experience, and keep customer data organized in your CRM.
Note: Before launching the AI agent, we recommend using Test mode to review how it responds in different situations and make sure each action works as expected. Try messages such as asking about pricing, requesting more information before buying, or asking for support. If needed, update the relevant WHEN, DO, or More instructions. Learn more in our article about Testing the AI agent.
Once your AI agent is ready, you can launch it. Learn how to do this in our article.
Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.
Not a user yet? Sign up for our free 14-day trial or book a free live demo to see it in action!
