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Automation recipes

Recipe - automatic appointment reminders (confirmation, day before and 1 hour before)

Create a workflow with the Customer Booked Appointment trigger filtered by your calendar, send a confirmation right away, add a wait until 24 hours before the appointment with a reminder, and another wait until 1 hour before with a second reminder. Publish it.

Updated on

Before you start

  • The calendar must be created in Calendars.
  • Your account needs texting (in Settings › Phone Numbers) and/or email set up (in Settings › Email Services).
  • Customers who book should leave a cell number and/or email.
Where to find it

Automation › Workflows › Create Workflow

Step by step

1. Trigger

  1. In Automation › Workflows, click Create Workflow and choose Start from scratch.
  2. Name it "Appointment reminders".
  3. Click Add New Trigger, choose Customer Booked Appointment and add the calendar filter.
  4. Click Save Trigger.

2. Instant confirmation

  1. Click the + and choose Send SMS (or Send Email).
  2. Write the confirmation with the appointment details, for example: "Hi [first name], your appointment is confirmed for [date] at [time]. See you soon!" Use the custom fields icon to insert the name, date and time.
  3. Click Save Action.

3. Day-before reminder

  1. Click the + and choose Wait.
  2. Choose to wait until the appointment time, 24 hours before. Save.
  3. Click the +, choose Send SMS and write the reminder: "Reminder: you have an appointment with us tomorrow at [time]. If you can't make it, just reply to this message."
  4. Click Save Action.

4. One-hour reminder

  1. Click the + and choose Wait until the appointment time, 1 hour before. Save.
  2. Add Send SMS with a short message: "We'll see you in 1 hour."
  3. Click Save Action.

5. Settings and publishing

  1. Open Settings and, if you like, set the Time window (for example, 8 a.m. to 9 p.m.) and the time zone.
  2. Click Save, switch to Publish and save again.
  3. Book a test appointment 2 days out with your own number and check the messages.

Tips

  • You don't need Allow Re-entry: with appointment triggers, the customer enters once per appointment.
  • If the customer cancels, they leave the workflow automatically and don't get the remaining reminders.
  • For messages after the appointment (asking for a review, booking the next visit), create another workflow with the Appointment Status trigger.

Common problems

  • The customer rescheduled and stopped getting reminders → Rescheduling removes the contact from the workflow. Add a second Appointment Status trigger with status Rescheduled and turn on Allow Re-entry.
  • The day-before reminder didn't go out → The appointment was booked less than 24 hours ahead, or the calculated time fell outside the Time window. See what happened in Execution Logs.
  • The date and time fields come through empty → Use the appointment custom fields (not the contact ones) and make sure the workflow starts with an appointment trigger.
  • The customer gets duplicate reminders → The calendar's own notifications are also on, or there's another identical workflow published. Turn one of them off.

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