Automated follow-ups for missed or cancelled appointments

Purpose

1.1. Automate detection of missed or cancelled appliance service appointments.
1.2. Instantly trigger personalized follow-up via message, email, or call to re-engage customers.
1.3. Streamline rebooking and capture customer feedback, improving service efficiency and retention.
1.4. Reduce manual work for agents while ensuring timely and standardized outreach.

Trigger Conditions

2.1. Appointment status updated to “missed” or “cancelled” in scheduling system.
2.2. No rescheduled appointment detected within a defined time window (ex. 2 hours).
2.3. Customer contact details available and action not previously triggered for this appointment.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: SMS Messaging API; configure webhook to send templated SMS when appointment status changes.
3.2. SendGrid
• Feature/Setting: Transactional Email API; auto-send email using dynamic templates based on appointment data.
3.3. Salesforce
• Feature/Setting: Flow Builder “Record Triggered Flow”; listen for appointment cancellation on Service Appointment object.
3.4. HubSpot
• Feature/Setting: Workflows; create automated email/SMS actions for “appointment cancelled” property.
3.5. Microsoft Power Automate
• Feature/Setting: Trigger on “Record Modified” in Dynamics 365; action to send Teams message or email.
3.6. Zendesk
• Feature/Setting: Trigger with status update in ticketing; auto-send follow-up via email or SMS integration.
3.7. Google Calendar API
• Feature/Setting: Watch Events endpoint; send POST to webhook on cancelled event.
3.8. Slack
• Feature/Setting: Incoming Webhooks; post follow-up message to service team or customer workspace.
3.9. Mailgun
• Feature/Setting: HTTP API; trigger personalized email based on template and appointment info.
3.10. ActiveCampaign
• Feature/Setting: Automations; run when contact tag “missed appointment” is added, sends email/SMS.
3.11. Zoho CRM
• Feature/Setting: Workflow Rule; trigger follow-up action on “Status = Cancelled”.
3.12. Freshdesk
• Feature/Setting: Automations; auto-email or SMS on ticket/appointment status update.
3.13. ServiceNow
• Feature/Setting: Flow Designer “Record Change” triggers; send follow-up via Notification action.
3.14. Aircall
• Feature/Setting: Call Automation rules; trigger recorded or live outbound call on cancellation.
3.15. Intercom
• Feature/Setting: Series automation; send message/campaign when attribute set to “cancelled”.
3.16. RingCentral
• Feature/Setting: SMS API; auto-send text when webhook receives missed/cancelled status.
3.17. Pipedrive
• Feature/Setting: Workflow Automation; act on Activities marked as cancelled/missed.
3.18. Calendly
• Feature/Setting: Webhooks; fire outbound webhook on cancellation, trigger follow-up email/SMS logic.
3.19. WhatsApp Business API
• Feature/Setting: On-Message send; initiate message template to reschedule/capture feedback.
3.20. Constant Contact
• Feature/Setting: Automated Campaigns; email series on “event not attended” trigger.
3.21. ClickSend
• Feature/Setting: SMS API endpoint; send templated SMS using HTTP request on cancellation event.
3.22. Genesys Cloud
• Feature/Setting: Architect Flows; auto-callback or notification to customer on appointment disposition.

Benefits

4.1. Improves customer retention by proactively addressing missed interactions.
4.2. Increases efficiency—less manual follow-up by support agents.
4.3. Consistent, reliable experience through standardized messaging.
4.4. Faster rescheduling accelerates service delivery and reduces lost revenue.
4.5. Captures feedback to identify root causes for cancellations or no-shows.