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Triggers

How to start a workflow when a customer books an appointment

In the workflow, click Add New Trigger and choose Customer Booked Appointment (for every new booking) or Appointment Status (for confirmations, reschedules, cancellations or no-shows). Filter by the right calendar, save and publish.

Updated on

Before you start

  • The calendar must be created and active in Calendars.
  • You need access to the Automation module.
Where to find it

Automation › Workflows › (open the workflow) › Add New Trigger › Customer Booked Appointment

Step by step

  1. Go to Automation › Workflows and create or open a workflow.
  2. Click Add New Trigger.
  3. Choose the trigger:
    • Customer Booked Appointment: fires when a customer books an appointment.
    • Appointment Status: fires when the appointment status changes (for example, confirmed, rescheduled, cancelled or no-show).
  4. Click Add filters and choose the calendar. Without this filter, the trigger counts for every calendar.
  5. For Appointment Status, also add a filter for the status you care about (for example, No Show).
  6. Click Save Trigger.
  7. Add your actions (for example, a text confirmation, a wait until the day before, a reminder).
  8. Save, switch to Publish and save again.

Tips

  • With appointment triggers, the same contact can enter several times, once per appointment, even if Allow Re-entry is off and even if they're already in the workflow.
  • Cancellation: if the appointment changes to cancelled, invalid or no-show, the contact is removed from the workflow and gets nothing more from it.
  • Reschedule: if the start or end time changes, the contact is removed from the workflow. They only enter again if there's an Appointment Status trigger with status Rescheduled (and matching filters) and Allow Re-entry is on.
  • After an appointment trigger, the If/Else condition gets appointment options (whether it was rescheduled, start date, end date).

Common problems

  • The workflow doesn't fire when a customer books → Check that the filter has the right calendar and that the workflow is Published. Make a test booking on that calendar.
  • Recurring appointments don't enter the workflow → Recurring appointments don't fire the Customer Booked Appointment trigger. Handle them in another workflow or with another trigger.
  • The customer rescheduled and stopped getting reminders → Rescheduling removes the contact from the workflow. Add an Appointment Status trigger with status Rescheduled and turn on Allow Re-entry.
  • The customer cancelled and still got a reminder → Check whether the reminder came from another workflow or from the calendar's own notifications. Look at the Execution Logs.

Frequently asked questions

Can I send something to no-shows?

Yes. Create a workflow with the Appointment Status trigger, status filter No Show, and add a message inviting them to rebook.

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