Change the day mid-booking
Edge case
Caller says
“Actually, Wednesday at 10 works better. Can we do that instead of Tuesday?”
Pass criteria
Check the new slot and confirm Wednesday before completing the booking.
Every call should reach the right next step.
Test appointment requests, everyday questions, and transfers before your agent becomes the first point of contact.
Example call
“Actually, can we make that Wednesday?”
The new date makes it into the booking.
The setup
A dental practice uses an AI receptionist to handle incoming calls while the front desk helps patients in person.
What to bring
- Practice hours and services
- Booking and cancellation rules
- Team routing and escalation guide
Three example calls.
QuallyAI tailors criteria like these to your business information.
Ask about holiday hours
Core flow
Caller says
“Are you open this bank holiday Monday?”
Pass criteria
Use the holiday schedule; if it is missing, offer to check rather than quote normal Monday hours.
Request a person
Boundary
Caller says
“I have called twice about the same bill. Please put me through to someone.”
Pass criteria
Acknowledge the repeat issue and transfer to billing with the reason for the call.
A clear reason
to make a change.
Here’s how the first scenario could surface a problem. Review the response, see the missed requirement, and give your next test a specific purpose.
Example findingNeeds review
Change the day mid-booking
Agent response
“Of course. You’re booked for Tuesday at 10.”
The confirmation kept the original day after the caller changed it.
Change, then retest
Reconfirm the date and time after any change, then rerun this scenario.