Help Me! · Brendan's AI Community

Help Me!

Hello! I hope you guys are alle fine.

I want to build an AI receptionist for a clinic using Retell AI and Make.com.

Retell AI is connected through Cal.com to Google Calendar, so we currently use Google Calendar as the appointment calendar.

Booking new appointments works well from a technical point of view. The problem I am currently trying to solve is appointment management through voice AI, specifically cancelling, changing, or rescheduling existing appointments.

My idea is to use the following flow:

The patient calls the AI receptionist.
The patient says they want to cancel or reschedule an appointment.
The AI asks for the patient’s phone number, date of birth, and the date/time of the appointment.
The AI receptionist searches for a matching appointment in the calendar.
If there is one clear match, the AI reads the appointment back to the patient, for example: “I found an appointment on Tuesday at 10:30. Is that correct?”
For cancellation: the AI asks for final confirmation and then cancels the appointment.
For rescheduling: the AI retrieves available time slots, presents options, and updates the appointment.
After that, Make.com sends a confirmation of the change to the clinic, so the staff are informed.