Separate the request
Routine maintenance follows a different approved flow from a current breakdown or emergency.
Synthetic appointment-booking example
Classify maintenance, offer free slots, confirm the appointment.
The fictional call shows a deliberately bounded booking flow. Griffi asks whether this is routine maintenance or a breakdown, offers only suitable free slots and records the callback number and outcome.
Review your booking flowFictional, synthetically generated example call. Not a real customer statement.
Read the transcript
Griffi: Good morning, Green and Sons Heating. This is Griffi, our digital assistant. How can I help?
Caller: Good morning, this is Mister Brown. I would like to book the annual service for my boiler, preferably next week.
Griffi: Is this routine maintenance only, or has the boiler currently broken down?
Caller: Routine maintenance only. The heating is working normally.
Griffi: I can offer Tuesday at nine or Thursday at two in the afternoon. Which works better?
Caller: Thursday at two works. My callback number is zero one seven one, two three four five six seven eight.
Griffi: Thank you. The service is booked for Thursday at two. The company will see your callback number and that there is no breakdown.
The flow in three steps
Offer only free slots
Griffi uses the categories, durations and availability approved by the company.
Keep the outcome together
The appointment, contact details and no-breakdown note remain traceable in the case.
Recorded, not forgotten
What Griffi records from the call and hands over.
Request and classification
Whether routine maintenance or a current breakdown — the classification opens the case.
Contact details
Name and callback number for confirmation and questions.
Booked appointment
Category, duration and time of the confirmed appointment — only from approved availability.
Outcome in the case
Confirmation, notes such as “no breakdown” and open next steps remain traceable.
Clear boundaries
What Griffi deliberately does not do.
- Offers only times that are free within the approved categories, durations and calendars.
- Confirms no appointment before the booking has succeeded.
- Does not treat a current breakdown as a routine appointment — the emergency-service rule applies instead.
- Invents no availability and books nothing outside the rules.
Requirements
The flow shown runs on the AI Phone module (€89 net per month) in addition to an n3tz base plan; it is already included in Premium. Rules, follow-up questions and handover paths are defined during setup.
- In addition to AI Phone, booking by phone requires the Appointments & Follow-up module (€39 net per month) and a configured calendar process. Premium includes both modules.
- Confirmation and reminders go out by SMS: each base plan includes 10 / 25 / 50 successfully sent SMS, then €0.25 net per SMS.
- The calls use the AI Phone allowance: 250 / 500 / 1,000 connected minutes per month, then €0.35 net per started connected minute.
- Without that module Griffi offers no appointments and records a callback request instead.
All amounts are net plus statutory VAT. Full base plans, limits and billing detail are on the pricing page.
Frequently asked questions
Does Griffi book any requested appointment?
No. Only free slots from the approved categories, durations and availability are offered. If nothing fits, a traceable case or callback request is created instead of an invented promise.
How does Griffi tell maintenance from a breakdown?
Through the follow-up questions your company defines during setup. A current breakdown follows the emergency-service rule; planned maintenance follows the appointment flow.
How does Griffi know which times are free?
From the calendar connected during setup and the approved time windows. Which calendar connection fits is reviewed during setup — there is no blanket promise for every system.
What happens after a successful booking?
The appointment is written to the calendar and documented in the case. Configured SMS reminders — for example 24 and 2 hours beforehand — run automatically under the configured rules.
Can a customer move an appointment by phone?
Yes, but not without proof. Griffi sends a code by SMS to the stored number. Only after correct confirmation does Griffi show, move or cancel the appointment.
What happens when nothing is free at all?
Griffi offers the waiting list and records the name, contact and preferred day in the case. If a service area is stored, the postcode is also asked before booking.
What does Griffi do with a question it cannot answer?
It says openly that it is not sure, forwards the question to your team and confirms that someone will get back. Opening hours, prices or guarantees that are not stored are never invented.
Practical reading from the blog
Your booking flow, configured properly once.
Bring your current scheduling rules — together we review which steps Griffi takes over and where your team decides.