> ## Documentation Index > Fetch the complete documentation index at: https://aipro.placetel.de/docs/llms.txt > Use this file to discover all available pages before exploring further. # Workshop Appointments (TKP) > Automated workshop appointment booking via the TKP/soft-nrg integration. ## 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](/docs/en/oauth-providers#example-tkp-workshop-planning) ### 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](#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. |