Starting point
Scheduling & dispatch
Turn booking requests into calendar appointments
Every booking request from the shared mailbox, web form or chat is checked against opening hours, duration and free slots in Microsoft Outlook, Google Calendar or the line-of-business system, then booked as a firm appointment. Only requests without a clear slot reach dispatch; confirmation stays on the same case.
Process architecture
From a booking request to a confirmed calendar entry.
The chain connects the intake channel with the calendar that already holds the company's dispatch plan. Decisions follow opening hours, duration, skills and travel time; anything without a clear slot is prepared for dispatch and returns to the same flow once a choice is made.
01Input
Request & records
The booking request is captured and enriched with the customer record, the service catalogue and the slots already taken in the calendars.
2 Steps
02Process
Matching & booking
The requested window and the service are extracted, checked against free slots and either booked or handed to dispatch.
5 Steps
03Output
Confirmation & record
The requester receives the confirmation, the assigned person receives the entry, and the case stays documented with the basis for the decision.
3 Steps
Source01Capture the request
The request arrives through the Webhook from form or chat, or through Microsoft Graph API from the shared mailbox. Sender, text and requested date are taken in, without changing the channel for the person who asked.Details
Capture the request
The request arrives through the Webhook from form or chat, or through Microsoft Graph API from the shared mailbox. Sender, text and requested date are taken in, without changing the channel for the person who asked.
Interfaces
- Microsoft Graph API
- SharePoint API
Next steps
- Load calendar and master data
Data02Load calendar and master data
The REST API supplies the customer record, the service catalogue with duration and skills, and open jobs. Microsoft Graph API and Google Calendar API supply the busy windows of the calendars in charge.Details
Load calendar and master data
The REST API supplies the customer record, the service catalogue with duration and skills, and open jobs. Microsoft Graph API and Google Calendar API supply the busy windows of the calendars in charge.
Interfaces
- Azure AI Document Intelligence
- Mistral OCR
- Dataverse API
Next steps
- Extract the time window
Action03Extract the time window
The Nexaluna Agent API reads service type, requested window, location and contact details from free text or form fields. Missing items stay marked as gaps and travel with the case into the check.Details
Extract the time window
The Nexaluna Agent API reads service type, requested window, location and contact details from free text or form fields. Missing items stay marked as gaps and travel with the case into the check.
Interfaces
- Power Automate
- Azure Functions
- Microsoft Graph API
Next steps
- Check availability
Action04Check availability
Free slots are matched against opening hours, duration, travel time and skills. Microsoft Graph API checks Outlook calendars, Google Calendar API checks Google calendars, and the REST API checks dispatch in the line-of-business system.Details
Check availability
Free slots are matched against opening hours, duration, travel time and skills. Microsoft Graph API checks Outlook calendars, Google Calendar API checks Google calendars, and the REST API checks dispatch in the line-of-business system.
Interfaces
- Power Automate
- Azure Functions
- Microsoft Graph API
Next steps
- Decide on a slot
Decision05Decide on a slot
A single matching slot in the requested window counts as a hit. Several equal gaps, no match, or a special rule for an existing customer send the case to dispatch for approval.Details
Decide on a slot
A single matching slot in the requested window counts as a hit. Several equal gaps, no match, or a special rule for an existing customer send the case to dispatch for approval.
Interfaces
- Azure OpenAI GPT
- Anthropic Claude
- AI Builder
Next steps
- Book the appointmentSlot found
- Approve an alternativeNeeds approval
Approval06Approve an alternative
Dispatch receives the case as Microsoft Teams Adaptive Cards or in Google Chat, sees the proposed slots and chooses, moves or declines. The decision returns to the chain with a reason.Details
Approve an alternative
Dispatch receives the case as Microsoft Teams Adaptive Cards or in Google Chat, sees the proposed slots and chooses, moves or declines. The decision returns to the chain with a reason.
Interfaces
- Teams Adaptive Cards
- Power Apps
Next steps
- Book the appointmentAfter approval
- Send the confirmationNo booking
System07Book the appointment
The appointment is created with a replay key in Microsoft Outlook, Google Calendar or through the REST API of the line-of-business system. A second run of the same case does not create a second entry.Details
Book the appointment
The appointment is created with a replay key in Microsoft Outlook, Google Calendar or through the REST API of the line-of-business system. A second run of the same case does not create a second entry.
Interfaces
- Dynamics 365 API
- Azure Service Bus
Next steps
- Send the confirmation
Result08Send the confirmation
The reply goes through Microsoft Graph API into the same Outlook thread, or back through the Webhook to form, chat and Gmail. A booked slot and a decline with an alternative use the same path.Details
Send the confirmation
The reply goes through Microsoft Graph API into the same Outlook thread, or back through the Webhook to form, chat and Gmail. A booked slot and a decline with an alternative use the same path.
Interfaces
- Power BI API
- Teams Webhook
Next steps
- Notify the resource
- File the record
Result09Notify the resource
The assigned person receives the entry in their calendar and a short notice in Microsoft Teams or Google Chat, including location, service and travel time. If no slot was booked, dispatch still sees the status.Details
Notify the resource
The assigned person receives the entry in their calendar and a short notice in Microsoft Teams or Google Chat, including location, service and travel time. If no slot was booked, dispatch still sees the status.
Interfaces
- Power BI API
- Teams Webhook
Result10File the record
The case, the basis for the decision and the booking response are stored. Personal data stays in the company's environment; the log records who decided on which rule.Details
File the record
The case, the basis for the decision and the booking response are stored. Personal data stays in the company's environment; the log records who decided on which rule.
Interfaces
- Power BI API
- Teams Webhook
System landscape
Interfaces and apps working together.
- Microsoft
Microsoft Graph API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
SharePoint API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure AI Document Intelligence
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Mistral OCR
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Dataverse API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Power Automate
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure Functions
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure OpenAI GPT
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Anthropic Claude
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
AI Builder
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Teams Adaptive Cards
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Power Apps
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Dynamics 365 API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Azure Service Bus
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Power BI API
Möglicher Baustein für die Microsoft-Systemvariante.
- Microsoft
Teams Webhook
Möglicher Baustein für die Microsoft-Systemvariante.
- Interfaces in use
Google Calendar API
Checks availability in Google calendars and books the appointment where dispatch is kept in Google Workspace.
- Interfaces in use
REST API
Reads the customer record, the service catalogue and open jobs and writes the booked appointment back to the system of record, repeatable without a double booking.
- Interfaces in use
Webhook
Accepts booking requests from the website form and chat as soon as they appear, instead of polling the mailbox.
- Interfaces in use
Nexaluna Agent API
Reads service type, requested window, location and contact details from free text and form fields and hands the gaps to the check.
- Interfaces in use
Microsoft Teams Adaptive Cards
Puts unclear slots in front of dispatch to choose from, with proposals, travel time and a reason, directly in the team conversation.
- Possible apps & platforms
Microsoft Outlook
Shared mailbox and calendar in Microsoft 365 environments, unchanged for requesters and the people assigned.
- Possible apps & platforms
Google Calendar
Dispatch and free slots in Google Workspace environments, including the invitation to the person assigned.
- Possible apps & platforms
Microsoft Teams
Working surface for dispatch when a slot must be chosen, moved or declined.
- Possible apps & platforms
Gmail
Shared mailbox in Google Workspace environments; the message reaches the chain through the webhook and the confirmation returns in the same thread.
- Possible apps & platforms
Microsoft Bookings
Public booking page whose requests follow the same check and approval path as mailbox and form.
- Possible apps & platforms
Google Chat
Approval and status in Google Workspace teams when the company does not use Microsoft Teams.
Implementation in context
Built to hold in daily work.
The process replaces neither calendar nor mailbox. Each company is connected to the calendar that already holds dispatch: Microsoft Outlook through Microsoft Graph API, Google Calendar through Google Calendar API, or the dispatch board in the line-of-business system through its REST API. In mixed houses the office may keep a Microsoft 365 calendar while technicians are scheduled in the trade system. What is new is only the path in between.
Decisions are rule-based where the rules are clear, and made by dispatch where they are not. A single matching slot in the requested window is booked. Several equal gaps, missing details or a special rule for an existing customer go to a person as a prepared case. Opening hours, lead time, duration and skills are set by the company and can change without rebuilding the chain.
Personal data stays in the company's environment. The model receives the request, the window and the location, not the full customer file. Attachments and confirmations remain in mailbox and calendar; the log records who booked or declined, and on which basis. A processing agreement and a decision on the processing region are required as soon as a provider outside the company is involved.
If an interface fails, the request stays in the queue and is retried instead of being lost. Subscriptions on mailbox and calendar expire after a few days and are renewed; a reconciliation run recovers missed events. Every case carries a replay key so a second run does not create a second appointment. Maintenance windows of the line-of-business system use the same queue.
Target picture
Every booking request leads to a checked calendar entry or to a reasoned reply on the same case. Dispatch decides only where no clear slot exists. Microsoft Outlook, Google Calendar or the line-of-business system remain the system of record; Nexaluna connects them and does not replace them.
Expected benefits
- Booking requests receive a firm confirmation or a reasoned alternative on the same case.
- Dispatch handles only cases without a clear slot, instead of searching every standard window by hand.
- Duration, skills and travel time come from the maintained service catalogue, not from the memory of the person who picked up the request.
- Every booked and every declined appointment is traceable with the rule, the decision-maker and the calendar response.
- Requesters do not follow up by mail or phone, because the status returns on the same channel the request arrived on.
- The company's calendar remains the single source of truth; no parallel appointment list is created.
Prerequisites to start
- 01Access to the calendar that holds dispatch: Microsoft Graph API, Google Calendar API or the REST API of the line-of-business system, with a technical user and scoped rights.
- 02A shared mailbox or a webhook from form and chat with a clear owner.
- 03A maintained service catalogue with a clear duration, the required skill and, where needed, a stored travel time.
- 04A decision on opening hours, lead time, cover and when an existing customer is treated differently.
- 05A named person in dispatch for cases without a clear slot.
- 06A processing agreement and a decision on the processing region as soon as personal data reaches a provider.
More use cases
Matching solutions from your industry
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Handle applications and prepare the first day
Every application is captured on the day it arrives, matched against the job profile and handed to the hiring manager ready for a decision. Once an offer is accepted, contract, accounts, equipment and the induction plan follow from the same case instead of a chain of reminders.
Every application is captured on the day it arrives, checked for completeness and handed over ready for a decision. After the offer is accepted, contract, accounts, equipment and induction plan run from the same case, and every decision is traceable with its reason and its deadline.
- Microsoft Graph API
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Contracts & compliance
Review incoming contracts against your playbook
Every incoming contract is read against the company’s playbook and presented as a findings report with deviations. Only clauses outside the agreed rules go to legal or leadership; everything else receives an auditable decision the same day and is filed in the register.
Every incoming contract produces a findings report with a position on each clause the same day. Legal or leadership decides only where the playbook is left, and each of those decisions stays on the case with its basis, person and timestamp. Notice dates live in the register, not in individual inboxes.
- Microsoft Graph / Gmail API
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Sales & quoting
Turn customer inquiries into finished quotes automatically
Every customer inquiry from the shared mailbox and the web form is extracted, priced against the item master and the agreed terms, and sent as a complete quote. Only unmatched lines or discounts outside the rules reach inside sales; everything else leaves the company the same day.
Every inquiry leads to a complete quote with a number, line items and a validity period on the same day. Inside sales only decides where the match is missing or the price leaves the agreed rules, and each of those decisions stays on the case with its basis.
- Microsoft Graph / Gmail API
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Meetings & tasks
Turn meetings into concrete work
Decisions, tasks and deadlines are structured from meetings and handed to the right work systems with an explicit review step.
Less follow-up work, clear ownership and a consistent transition from conversation to delivery.
- Microsoft Graph / Teams
- Planner- oder Jira-API
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Knowledge & assistance
Make internal knowledge securely searchable
An assistant answers questions from approved company sources, cites evidence and respects existing access rights.
Faster access to reliable knowledge with traceable sources and controlled permissions.
- Microsoft Graph / SharePoint
- Dateiserver-Connector
- Entra ID / SSO
- Azure AI Search
Email & intake channels
Understand and route incoming messages automatically
AI identifies requests, attachments and priorities, then moves every message into the right downstream workflow with clear controls.
Faster response times, consistent ownership and a traceable status from the first customer contact.
- Microsoft Graph / Gmail API
- CRM- oder Ticket-API
- Webhook / REST
- Outlook & Microsoft Teams
Your next step
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