--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Appointment management AI agent # Appointment management AI agent {#ariaid-title1} Release version: Australia Updated October 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Appointment management AI agent The Appointment management AI agent streamlines scheduling and canceling appointments between sales agents and leads. It processes lead emails to detect appointment requests or cancellations, checks the lead owner's availability, and manages booking or proposing time slots accordingly. It also sends confirmation emails to leads and collaborates with other AI agents to disqualify leads when appointments are canceled. Show full answer Show less ## Key Features * **Email interpretation:** Reads lead emails to identify appointment booking or cancellation intents, including preferred dates, times, or time zones. * **Availability checking:** Fetches the lead owner's available time slots and alerts the user if no suitable times exist. * **Appointment management:** Automatically creates appointments for available requested times or proposes two alternative 30-minute slots if the requested time is unavailable or unspecified. * **Cancellation handling:** Cancels upcoming appointments upon lead request, sends confirmation emails, or asks for clarification if no appointment exists. * **Integration:** Works with other AI agents to disqualify leads after appointment cancellations. * **Configurable access controls:** Administrators can enable third-party AI agents or AI specialists to use this agent and control long-term memory usage for contextual interactions. * **Tools and workflows:** Utilizes specific scripts and subflows, such as checking availability, creating tasks and appointments, canceling appointments, and sending emails. * **Role-based access:** Restricted to users with the *snsalescommon.salesagent* role by default. * **Channel support:** Enabled for the ServiceNow Otto panel to assist in agentic workflows and lead nurturing. ## Practical Benefits for ServiceNow Customers * Automates routine appointment scheduling tasks, reducing manual effort for sales agents. * Improves lead engagement by promptly responding to appointment requests and cancellations. * Ensures efficient use of lead owners' time by validating availability before booking. * Enhances communication consistency with automated, personalized confirmation emails sent on behalf of the lead owner. * Supports lead management workflows by integrating cancellation actions with lead disqualification processes. * Offers configuration flexibility to fit organizational security and operational policies through access and memory management settings. This AI agent manages appointments with leads on behalf of sales agents. It reads lead emails, checks the lead owner's availability, and either books an appointment or proposes two open time slots. It also cancels appointments when a lead asks and sends a confirmation email. ## Workflow {#sfa-appointment-management-ai-agent__zsmdlwierhjt} The agent helps sales agents schedule or cancel appointments with leads based on the lead's email, without asking for confirmation at each step. 1. Read the lead's email to determine whether the lead wants to book or cancel an appointment, and identify any preferred date, time, or time zone. 2. Fetch the lead owner's available time for the requested period, and stop with a message to the user if no time is available. 3. If the lead requests a specific time and the lead owner is free for a 30-minute meeting, create a lead task and an appointment for that time. 4. Send the lead a confirmation email on behalf of the lead owner with the appointment time and time zone, and a note that a meeting invite follows. 5. If the requested time isn't available or the lead gives no specific time, send the lead an email on behalf of the lead owner that offers two available 30-minute slots. 6. If the lead asks to cancel, cancel the upcoming appointment and send the lead a confirmation email, or ask for clarification if no upcoming appointment exists. 7. After canceling an appointment, work with other AI agents to disqualify the lead. {#sfa-appointment-management-ai-agent__ol_sfa_appointment_management} {#sfa-appointment-management-ai-agent__zsmdlwierhjt__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Get Lead Owner's Meeting Availability : Validate if lead owner is available Subflows : Cancel appointment : Create lead task and appointment : Send an email to lead | | Allowed user roles The specific user roles that can access this AI agent. | sn_sales_common.sales_agent | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | Not defined. | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | [Help nurture new leads](https://www.servicenow.com/docs/access?context=help-nurture-new-leads-agentic-workflow&version=australia&pubname=australia-order-management&ft:locale=en-US) | [Table 1. Configuration] Learn more about Lead Management at [Lead Management](https://www.servicenow.com/docs/access?context=lead-management&version=australia&pubname=australia-order-management&ft:locale=en-US).