Handling Reschedules & Cancellations in a Healthcare Voice Agent

Hello everyone,

I’m building an appointment-booking voice agent for the healthcare industry using the n8n template brendon provided in his video and have run into a challenge around rescheduling and cancellations.

Here’s what’s happening:

Current lookup method: Using patients’ email addresses to retrieve their booking.

Problem: The Retell agent frequently mis-transcribes email addresses, making it unreliable.

What I’m considering:

Assigning each booking a unique reference number that patients can quote when they want to reschedule or cancel.

My questions to the community:

Has anyone faced a similar transcription issue with email lookups in a voice agent?

If so, how did you solve it?

Does using a unique booking reference number work in practice, or is there a more robust approach you’d recommend?

I’d love to hear about your experiences, insights, or alternative solutions. Thanks in advance!

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