Handling Appointment Leads and Follow-up With Twilio, Cal.com and AI n8n Workflow Template

n8n workflow template · 24 nodes · Twilio

Handling Appointment Leads and Follow-up With Twilio, Cal.com and AI is a free n8n workflow template that starts from the Twilio Trigger node and works with Twilio, OpenAI and Airtable. It has 24 nodes, 13 of them AI nodes (OpenAI Chat Model, Structured Output Parser, Auto-fixing Output Parser and Basic LLM Chain). The notes inside the workflow say: “Join the Discord or ask in the Forum!” To run it, you add your own credentials for Airtable API, Cal.com API, HTTP Header Auth, OpenAI API and Twilio API.

Download JSON How to import into n8n

At a glance

Trigger
Twilio Trigger (Twilio Trigger)
Nodes
24
Apps
Twilio, OpenAI and Airtable
AI nodes
13
Credentials
5 types
Category
Chatbots and messaging

Apps and integrations

  • Twilio
  • OpenAI
  • Airtable

Node types used

  • Twilio Trigger
  • OpenAI Chat Model
  • Airtable
  • Twilio
  • Schedule Trigger
  • Switch
  • Structured Output Parser
  • Auto-fixing Output Parser
  • Basic LLM Chain
  • HTTP Request Tool
  • AI Agent

How it works

The text below comes from the sticky notes inside the workflow. We removed links, code samples and anything that looks like a key or token.

Try It Out!

This workflow implements an appointment scheduling chatbot which is powered by an AI tools agent.

  • Workflow is triggered by Customer enquires sent via SMS
  • Customer session management and chat history are captured in Airtable to enable the SMS conversation.
  • An AI Agent is equipped to answer any questions as well as schedule, re-schedule and cancel appointments on behalf of the customer.
  • The agent's reply is sent back to the customer via SMS.
  • Additional a follow-up system is implemented to re-engage customers who haven't scheduled an appointment.

Need Help?

Join the Discord or ask in the Forum!

Step 1. Wait For Customer SMS

Read more about Twilio trigger

For this workflow, we'll use the twilio SMS trigger to receive enquiries from customers looking to book a PC or laptop repair.

Since we'll be working with SMS, we'll have a check to see if the customer wishes to STOP any further follow-up messages. This is an optional step that we'll get to later.

Step 5. Following Up With Open Enquiries

Read more about using scheduled trigger

The second half of this workflow deals with identifying customers who have engaged our chatbot but have not yet confirmed an appointment. We intend to send a follow-up message asking if the enquiry is still valid and encourage an appointment to be made with the customer.

Step 9. Cancelling Follow-Up Messages

If the customer messages the bot with the word STOP, we'll update our customer record in Airtable which will prevent further follow-ups from being trigger. A confirmation message is sent after to the customer.

Step 2. Check for Existing Chat History

Read more about using Airtable

We're using Airtable for customer session management and to capture chat history. Airtable is an ideal choice because it acts as a persistent database with a flexible API which could prove essential for further extension.

We'll pull any previous chat history and pass this to our agent to continue the conversation.

Step 6. Filter Open Enquiries from Airtable

Criteria For Follow Up Candidates

  • No Scheduled Appointment
  • No Request to STOP
  • No Previous Follow-up in Past 3 days
  • Follow-up is less than 3 times

Step 7. Generating a Follow-Up Message

Read more about Basic LLM Chain

With our session and chat history retrieved from Airtable, we can simple ask our AI to generate a nicely worded follow-up message to re-engage the customer.

Where the logic is linear, the Basic LLM chain is suitable for many workflows. An agent is not always required!

Step 3. Appointment Scheduling With AI

Learn about using AI Agents

Using an AI Agent is a powerful way to simplify and enhance workflows using the latest in AI technology. Our appointment scheduling agent is equipped to converse with the customer and all the necessary tools to schedule, re-schedule and cancel appointments.

Using the HTTP Tool node, it's easy to connect to third party API services to perform actions. In this workflow, we're calling the Cal.com API to handle scheduling events.

Change EventTypeID Here!

  • EventTypeID must be a number.
  • Your event type dictates the allowed duration of the booking.
  • If Event Type set to 30mins and the agent attempts to book 60mins, this will fail so make sure the agent knows how long to set the booking for!

Step 8. Update Follow-Up Properties and Send Message

Read more about using Twilio

Finally, we'll update our follow-up activity as part of the customer record in Airtable. Keeping track of the number of times we follow-up helps prevent spamming the customer unnecessarily.

The follow-up message is sent via Twilio and includes instruction to disable further follow-up messages using the keyword STOP.

Step 4. Updating Airtable and Responding to the Customer

Read more about using Twilio

Once the agent formulates a response, we can update our appointment table accordingly ensuring the conversation at any stage is captured.

If no appointment is scheduled, we can move onto the second half of this workflow which covers following up with prospective customers and their enquiries.

Setup notes

The text below comes from the sticky notes inside the workflow. We removed links, code samples and anything that looks like a key or token.

You'll need to set a custom Header Auth Credential for Cal.com API v2. See the following doc for more info

Nodes in this workflow

The 24 nodes in file order (sticky notes excluded). Branches and connections determine execution order in n8n:

  1. Twilio Trigger (Twilio Trigger)
  2. OpenAI Chat Model1 (OpenAI Chat Model)
  3. Find Follow-Up Candidates (Airtable)
  4. Send Follow Up Message (Twilio)
  5. Update Follow-Up Count and Date (Airtable)
  6. Create/Update Session (Airtable)
  7. Get Existing Chat Session (Airtable)
  8. Every 24hrs (Schedule Trigger)
  9. Send Reply (Twilio)
  10. Send Confirmation (Twilio)
  11. User Request STOP (Airtable)
  12. Check For Command Words (Switch)
  13. Structured Output Parser (Structured Output Parser)
  14. Auto-fixing Output Parser (Auto-fixing Output Parser)
  15. OpenAI Chat Model2 (OpenAI Chat Model)
  16. Generate Follow Up Message (Basic LLM Chain)
  17. OpenAI Chat Model3 (OpenAI Chat Model)
  18. Get Availability (HTTP Request Tool)
  19. Get Existing Booking (HTTP Request Tool)
  20. Find Existing Booking (HTTP Request Tool)
  21. Reschedule Booking (HTTP Request Tool)
  22. Cancel Booking (HTTP Request Tool)
  23. Create a Booking (HTTP Request Tool)
  24. Appointment Scheduling Agent1 (AI Agent)

Credentials you need

  • Airtable API – used by Create/Update Session, Find Follow-Up Candidates, Get Existing Chat Session and Update Follow-Up Count and Date and others
  • Cal.com API – used by Cancel Booking, Create a Booking, Find Existing Booking and Get Availability and others
  • HTTP Header Auth – used by Cancel Booking, Create a Booking, Find Existing Booking and Get Availability and others
  • OpenAI API – used by OpenAI Chat Model1, OpenAI Chat Model2 and OpenAI Chat Model3
  • Twilio API – used by Send Confirmation, Send Follow Up Message, Send Reply and Twilio Trigger

Configure your own credentials after importing. Create each credential in n8n, then select it in the node.

How to import into n8n

  1. Download the JSON file with the button above.
  2. In n8n, open a new workflow, select the ... menu and choose Import from File. You can also paste the JSON straight into the editor canvas.
  3. Open each node that shows a warning and select or create its credential.
  4. Read the notes on the canvas, test the workflow with sample data, then activate it.

Do you need somewhere to run it? Read our guide to self-hosted n8n.

Need this customised?

We can adapt this workflow to your apps, data and process, then deploy and support it.

Contact Us