Every few minutes the agent looks at your Google Calendar for upcoming appointments — any event with an outside guest counts. When an appointment gets within your reminder window (say, 48 hours before), the agent emails the customer a friendly reminder with the what, when and where, and asks for a one-key answer: 1 to confirm, 2 to rebook, 3 to cancel. It follows up politely if there is no reply, and stops the moment the customer answers. Reply 1 and the customer gets a confirmation; any special request they add ("wheelchair access, please") is forwarded to your inbox verbatim. Reply 3 and the event is removed from the calendar, the customer gets a courteous confirmation, and you get a "slot freed" alert so you can refill it. Reply 2 and the agent checks your calendar's real availability, offers up to four open times inside your business hours, books the one the customer picks (double-checking it is still free at booking time), moves the calendar event and sends updated invitations to everyone. Anything the agent should not decide by itself — a question, an unclear reply, no open slots, a time that got taken mid-conversation, or a customer who never answers — is parked for a person, with the customer's own words forwarded to your inbox and the appointment left untouched in the calendar. Everything is recorded in a Google Sheets workbook the agent creates for you (one row per appointment plus a full audit log), so you always know who confirmed, who cancelled and who needs a call. Reminders are only sent inside your business hours — except the final approach to an appointment, when the reminder goes out regardless.