Workshop Appointments (TKP)

Overview

With the Workshop Appointments integration (TKP), your AI voice agent can automatically schedule workshop appointments for your existing customers. The agent looks up the customer by their license plate number, offers the available services, finds free time slots, and books the requested appointment — fully automated over the phone.

Current status: The integration currently supports existing customers who are already registered in your workshop system (TKP/soft-nrg). If a caller is not found, they are forwarded to a staff member.

Prerequisites

Before you can set up Workshop Appointments, you need:

1. Create a JWT OAuth provider

You need a JWT OAuth provider with the credentials (fingerprint) from soft-nrg / TKP. Create it under OAuth Providers. A detailed guide is available here: OAuth Providers documentation - Example: TKP

2. Create an AI voice agent

If you don’t have one yet, create a new voice agent. You can use the prebuilt template “Werkstatt-Termine (Bestandskunden)” (workshop appointments for existing customers).

Step-by-step setup

In your voice agent, navigate to Tools -> Workshop Appointments.

Step 1: Name and OAuth provider

Tool name: Choose a unique name (e.g. “BMW Autohaus München”).
OAuth provider: Select the JWT OAuth provider you created earlier.

Once the OAuth provider is selected, the available branches are loaded automatically.

Step 2: Select a branch

Select the branch for which the voice agent should manage appointments.

Important: The selected branch is used for all functions of this tool — customer lookup, appointment search, appointment booking, etc. always take place in this branch. If you operate multiple branches, create a separate voice agent for each branch with its own Workshop Appointments tool and its own phone number.

Step 3: Select services

See the next section Services for details.

Step 4: Select functions

In the last step, you choose which functions your voice agent is allowed to use. The functions are divided into three groups:

Workshop Appointments: selecting functions

Group	Function	Description	Example use case
Appointment management	Appointment search & filters	Searches available time slots and filters by date, time of day, etc.	A customer wants to schedule an appointment — the agent searches for free time slots matching the preferred date and time of day.
	Create appointment	Books a new workshop appointment for the customer.	The customer has chosen and confirmed a suitable slot — the agent books the appointment in the system.
	Retrieve appointment	Retrieves details of an existing appointment (status, date, services).	A customer calls and asks: “Is my car ready for pickup?” — the agent checks the status of the appointment.
	Cancel appointment	Cancels an existing appointment. Requires the appointment key.	A customer calls and wants to cancel their appointment — the agent first looks up the appointment by phone number and cancels it after confirmation.
Vehicle & customer	Search customer vehicles	Looks up existing customers by license plate number.	The customer states their license plate — the agent finds the vehicle and confirms make and model.
Workshop information	Retrieve branches	Lists all available workshop branches.	A customer asks: “Do you have another location?” — the agent names the available branches.
	Retrieve services	Retrieves the list of available services.	A customer asks about a service — the agent checks which services the branch offers.

Caution — Cancel appointment: This function is disabled by default. If you enable “Cancel appointment”, the voice agent can cancel appointments at the customer’s request. Use this function with caution and at your own risk. Make sure your prompt requires explicit confirmation before cancelling.

Services

In the “Services” tab you see all services available in your branch. Here you select which of them should be bookable through the voice agent.

Technical limitation: If you do not select a service here, the voice agent cannot book an appointment for that service — even if the customer asks for it. The selection determines which services are available to the AI model at all.

Example: If your dealership offers 25 different services but you only want to offer wheel changes through the voice agent, select only “Räderwechsel (eingelagert)” and “Räderwechsel (nicht eingelagert)” (wheel change with/without stored wheels).

Recommendation: We strongly recommend describing all selected services in the prompt of your voice agent as well. Many services have no detailed description by default (e.g. “Service Standardumfang” or “UVV”). Without a clear description in the prompt, the AI model cannot map requests correctly and may assign customer requests to the wrong service.

Why does this matter?

If a customer says “Ölwechsel” (oil change) and no clear mapping is defined, the AI model might incorrectly interpret this as “Service Standardumfang”.
For services like “UVV” or “Anschreiben, Aktionen”, the AI model has no way of knowing what they mean without an explanation.
In the prompt, you can explicitly define which customer requests should be mapped to which service.

Note: Customer data (name, phone number, email) is automatically taken from the search result when booking the appointment. The voice agent does not see this data and does not disclose it — it only confirms the make and model of the vehicle.

How a call works

The typical flow of a call with workshop appointment booking:

No.	Step	What happens
1	Greeting	The agent greets the customer and asks for the license plate number.
2	Customer lookup	The license plate is looked up in the workshop system. On a match, only make and model are stated for confirmation. If there are multiple vehicles, the customer picks one. Not found? -> Forwarding to a staff member.
3	Asking for the service	The agent asks for the desired service and retrieves the list of available services. The customer can combine multiple services in one appointment.
4	Preferred date	The agent asks for the preferred date (a specific day or as soon as possible) and the time of day (morning/afternoon).
5	Checking availability	Free time slots are retrieved. The agent offers 2-3 suitable appointments. All times are automatically shown in Berlin local time.
6	Confirmation	The agent repeats the date, time, and service(s) and asks for explicit confirmation.
7	Booking the appointment	The appointment is created in the workshop system. Customer data is taken automatically from the earlier lookup. The agent confirms the successful booking and says goodbye.

Customizing the prompt

For the voice agent to map customer requests to the right services, you should describe in the prompt which services exist and how they are mapped.

Describing services in the prompt

Add mapping logic to the “Anliegen erfragen” (asking for the request) section of your prompt. Example:

STRIKTE REGEL: Du darfst dem Kunden AUSSCHLIESSLICH Dienstleistungen anbieten,
deren NAME in der Liste von Leistungen abrufen vorkommt.

Bei mehrdeutigen Anfragen frage gezielt nach:
- "Bremsen" -> "Sollen die Bremsen vorne, hinten oder beides geprüft werden?"
- "Räderwechsel" -> "Haben Sie Ihre Räder bei uns eingelagert?"
- "Wischerblätter" -> "Vorne, hinten oder beides?"
- "Innenreinigung" -> "Klein oder groß?"

Unavailable services

In the prompt, you should clearly define what happens when a customer asks for a service that is not available:

Wenn der Kunde nach einer Leistung fragt, die NICHT in der Liste steht:
"Diesen Service kann ich leider nicht direkt buchen.
 Soll ich Sie an einen Mitarbeiter weiterleiten?"

Tips & best practices

Tip	Description
Describe your services	Describe every selectable service in the prompt, along with how customers might ask for it. This prevents mismatches by the AI model.
Offer few appointments	Have the agent suggest only 2-3 appointments at a time, not all available ones. Otherwise the conversation gets too long.
Data privacy	The agent should never state the customer’s personal data (name, address, phone number). Make and model of the vehicle are sufficient for confirmation.
Error handling	Define in the prompt that the agent immediately forwards the customer to a staff member if a booking attempt fails.

Getting Started

AI Assistants

AI Content & Context

Advanced Features

Chat Channels

Tickets

Team

Agent Templates

Overview

Prerequisites

1. Create a JWT OAuth provider

2. Create an AI voice agent

Step-by-step setup

Step 1: Name and OAuth provider

Step 2: Select a branch

Step 3: Select services

Step 4: Select functions

Services

How a call works

Customizing the prompt

Describing services in the prompt

Unavailable services

Tips & best practices

​Overview

​Prerequisites

​1. Create a JWT OAuth provider

​2. Create an AI voice agent

​Step-by-step setup

​Step 1: Name and OAuth provider

​Step 2: Select a branch

​Step 3: Select services

​Step 4: Select functions

​Services

​How a call works

​Customizing the prompt

​Describing services in the prompt

​Unavailable services

​Tips & best practices

Overview

Prerequisites

1. Create a JWT OAuth provider

2. Create an AI voice agent

Step-by-step setup

Step 1: Name and OAuth provider

Step 2: Select a branch

Step 3: Select services

Step 4: Select functions

Services

How a call works

Customizing the prompt

Describing services in the prompt

Unavailable services

Tips & best practices