> For the complete documentation index, see [llms.txt](https://usdr.gitbook.io/benefits-resource-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling.md).

# Online appointment scheduling

By Alyssa Levitz. Updated: Jan. 25, 2021 to note CT and KY have added this functionality

## Opportunity

As part of a suite of solutions to target call volume and experience with the IVR system, a state UI agency is interested in integrating with a tool that would let claimants who need to speak with a customer service representative to pick a time for a qualified agent to call them back.