Questions to ask the customer:

• What is the appointment for (support issue, strategy call, website changes, ads review)?
• Who needs to attend (name + role)?
• What is your preferred date/time and time zone?
• Do you prefer a call (phone) or video meeting (Zoho Meeting)?
• Is this urgent? If yes, what deadline are we working against?
• What is the best email/phone number to send the invite and reminders?

Procedures:

• Identify the purpose: confirm the topic and the expected outcome (what problem we will solve in the call).
• Assign the right team member: route the appointment to the correct department (Support, Ads, Design, Web, Strategy).
• Offer time slots: provide 2–3 available options and confirm the customer’s time zone.
• Confirm meeting type: Zoho Meeting/phone call, and collect the meeting email and backup phone number.
• Request prep materials: ask for links, screenshots, ad account access, or documents needed to make the call productive.
• Schedule and send confirmation: send the calendar invite with agenda, meeting link, and any required access steps.
• Send reminders: confirm 24 hours before (or same day for urgent calls) and ask for any last-minute questions.
• After the call: send a short summary with next steps, owners, and timeline.

Priorities:

• High (1h): The appointment is required to stop losses or restore critical operations (website down, leads stopped, urgent campaign launch).
• Medium (1 day): Normal support/strategy calls without immediate business risk.
• Low (2 days): General consultation or planning calls without a deadline.