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Related workflows: Reschedule appointment (Cal.com) and Cancel appointment (Cal.com).Related agents: Appointment management (Cal.com).

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What it does

The agent passes it the customer’s email (confirmed out loud beforehand), and the workflow returns the customer’s upcoming appointments in Cal.com: type, date, and time in local time, up to 10 of them. It’s the required step before rescheduling or canceling: Reschedule appointment and Cancel appointment both need the booking’s identifier (uid), and this workflow is the only place the agent can get it from. It’s a during-call workflow: the agent runs it mid-conversation and waits for the result before carrying on.

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How it works

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What you need

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Getting started

1

Copy the template

From the Workflows section, open the template catalog and copy it. The workflow is created disabled.
2

Select the Cal.com connection

In the Find bookings in Cal step, add your Cal.com connection.
3

Publish the workflow

Publish the workflow.
4

Assign it to the agent

Add it from the agent’s Workflows section. The workflow’s name is the tool name the agent sees, so leave it as find_appointment. This step isn’t needed if the workflow was created from the agent.

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Before publishing

  • The lookup is by name and email, not phone number. If the customer calls from a different number than the one used to book, the workflow still finds the appointment as long as the email matches.
  • It returns up to 10 upcoming appointments. If the customer has more than 10 pending bookings, the furthest-out ones won’t show up.
  • The appointment type is parsed from the booking’s title in Cal.com, not a dedicated field. If you change the title format in Cal.com, check the workflow still parses it correctly.
  • If the email doesn’t match any booking, the list comes back empty, and it’s the agent’s prompt that decides what to do next — the agent template asks for the email again and, if it still doesn’t turn up, tells the customer the team will call back.

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Next Steps

Reschedule appointment (Cal.com)

Uses the uid this workflow returns.

Cancel appointment (Cal.com)

Also uses the uid this workflow returns.

Appointment management (Cal.com)

The agent that uses this workflow.