Categories / Scheduling & Appointments
Podium Heritage Mountain: 41 appointments booked in 30 days with AI Employee
A family-owned HVAC company booked 41 appointments in 30 days through Podium's AI Employee, and the owner fixes bad answers with one button.
- Task
- stay responsive as call volume grows without burning out; keep on-brand voice with custom playbooks
- Result
- 41 appointments booked in 30 days via AI; 24/7 responses so inquiries aren't missed; owner iterates with one-button feedback on Larry 2.0
- Tools
- Podium AI Employee (Larry 2.0)
- custom on-brand playbooks
- Setup
- enable AI Employee with custom playbooks matching brand voice → let AI handle overflow conversations 24/7 → use one-button feedback to fix issues immediately when responses miss the mark
Step-by-step setup guide + copy-paste prompt
Why it works: As call volume grows, a small office can't answer every text and web chat. The AI Employee covers them 24/7 in your voice and books straight into the calendar.
Prerequisites
- Podium with the AI Employee add-on; you need Account Owner access.
- Your booking link or calendar connection, plus a short "how we talk" style note.
Step-by-step setup
Step 1. Open the settings. More (left sidebar) → Settings → AI Employee. Fill in the in-product options for your industry: appointment link, instant answers, payment methods. Ask Podium Support to switch on any backend options you need, such as custom playbooks.
Step 2. Write your playbook. Give it your greeting style, the questions to ask before booking (system type, age, symptoms, address), and when to escalate (no heat or no AC with vulnerable people, angry customers).
Step 3. Let it take overflow and after-hours. Start with nights and weekends. Once you trust it, add business-hours overflow.
Step 4. Fix mistakes on the spot. When a reply misses, give feedback in plain language. Podium says corrections apply right away. On AI-handled calls, use the thumbs up / thumbs down in the Podium Inbox. To fix a wrong fact, hover Sources on the message and edit the FAQ it came from.
Step 5. Measure. Count AI-booked appointments every 30 days. This company's number was 41.
Copy-paste prompt
Write a booking playbook for an AI text assistant at {{company}}, a family-owned HVAC company in {{region}}.
Include: a warm greeting in our voice ({{3 adjectives}}), the 5 questions to ask before booking, how to offer the 2 next available slots, and 6 situations where it must hand off to a human right away.
Keep every message under 300 characters.Sources
- Podium: Heritage Mountain scales service with AI. Credit: Heritage Mountain Heating & Cooling's owner.
- Podium Help: Managing Your AI Employee in Settings
- Podium: AI Employee product page (playbooks, plain-language feedback)
- Podium Release 25.6 (Voice AI thumbs up/down)
Industries: AI automation for Home Services & Contractors
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