Automated escalation for missed appointments

Purpose

1.1. Automatically detect when a customer appointment for AC service/installation is missed or unattended.
1.2. Instantly escalate the case to supervisors, trigger customer notification workflows, and update CRM/ticketing systems.
1.3. Ensure rapid resolution by triggering workflow steps for rescheduling, feedback collection, or managerial intervention.
1.4. Reduce lost business due to no-shows, ensure SLA compliance, and improve customer experience.
1.5. Provide clear reporting on missed appointments, interventions, and outcomes for operational improvement.

Trigger Conditions

2.1. Appointment status remains “Pending” or “No Show” past scheduled time in the appointment system.
2.2. Service technician marks an appointment as missed in their field app.
2.3. GPS geofencing shows no field tech visit within arrival window.
2.4. Customer requests reschedule or reports missed appointment via self-service portal.
2.5. Third-party integration receives no check-in event or confirmation scan.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable SMS – set up automated alert to supervisor and customer on missed status; configure webhook with missed appointment event.

3.2. SendGrid
• Feature/Setting: Transactional Mail – API triggered email escalation to support team and customer for next steps; template with missed appointment context.

3.3. Slack
• Feature/Setting: Incoming Webhooks – auto-post incident alert to #support or #management channels with appointment details.

3.4. Microsoft Teams
• Feature/Setting: Connector/API – post notification on missed event with action buttons for manual intervention or escalate.

3.5. Salesforce
• Feature/Setting: Workflow Rules/Process Builder – auto-update case, escalate to senior rep, create reschedule task.

3.6. HubSpot
• Feature/Setting: Workflows – trigger internal and external notification, log missed event and prompt follow-up task.

3.7. Zendesk
• Feature/Setting: Triggers & Ticket Automation – auto-create support ticket assigning “Missed Appointment” tag for escalation.

3.8. Freshdesk
• Feature/Setting: Scenario Automations – open priority ticket on missed appointment flag, alert manager.

3.9. Zoho CRM
• Feature/Setting: Blueprint/Augmented Workflow – run automation flow to notify, update status, create follow-up.

3.10. Google Calendar
• Feature/Setting: API push notification – monitor event status, trigger escalation flow if event incomplete.

3.11. Outlook/Exchange
• Feature/Setting: Graph API – monitor appointment status, initiate escalation action on missed events.

3.12. ServiceNow
• Feature/Setting: Flow Designer – automatically escalate incident and update assignment on missed schedules.

3.13. PagerDuty
• Feature/Setting: Event Orchestration – trigger on-call escalation scenario if appointment not completed.

3.14. Intercom
• Feature/Setting: Custom Bots – auto-message customers and escalate to human support when missed detected.

3.15. Mailgun
• Feature/Setting: Email API – send instant escalations to management and customer for missed events.

3.16. Discord
• Feature/Setting: Webhook/API – post automated message to team channel regarding missed appointments.

3.17. Asana
• Feature/Setting: Rules/API – auto-create and assign follow-up tasks on missed appointments.

3.18. Trello
• Feature/Setting: Power-Ups/API – move or tag card as “Missed” and notify responsible parties.

3.19. Airtable
• Feature/Setting: Automations – update records and send escalation notifications on missed appointment records.

3.20. Monday.com
• Feature/Setting: Automations Center – trigger internal alerts, reschedule tasks, and notify managers.

3.21. ClickSend
• Feature/Setting: SMS API – send urgent SMS alert to responsible technician, supervisor, and customer.

3.22. WhatsApp Business API
• Feature/Setting: Template Message sent to customers for missed appointments and rescheduling prompt.

3.23. Google Sheets
• Feature/Setting: Apps Script – update log sheet, auto-email stakeholders on missed event row entry.

3.24. Webex Teams
• Feature/Setting: Bot Framework – alert the service team of missed events in real-time.

Benefits

4.1. Ensures missed appointments are never ignored, supporting continuous business operations.
4.2. Reduces response time for rescheduling and customer retention.
4.3. Minimizes lost revenue from unaddressed no-shows.
4.4. Streamlines supervisor and management oversight with real-time alerts and escalation.
4.5. Improves overall customer satisfaction and loyalty through proactive communication.
4.6. Enhances SLA adherence with transparent audit trail and reporting.
4.7. Powers actionable insights by gathering structured data on missed appointments for process optimization.