Distribute service appointment reminders to customers

Purpose

1.1. Ensure customers are reminded in advance of service appointments for appliance deliveries, repairs, or installations, reducing no-shows and improving service efficiency.
1.2. Automate multi-channel notifications (SMS, email, voice, chat) tailored with customer, order, and scheduling details.
1.3. Support rebooking, two-way confirmations, and escalation for missed responses or critical appointments.
1.4. Log reminders and responses into CRM for future reference and reporting.

Trigger Conditions

2.1. New appointment created or updated in scheduling system.
2.2. Approaching service date (configurable timing: 1, 3, 24, or 48 hours before).
2.3. Customer status or order state changes (e.g., confirmed, dispatched, delivered).
2.4. Missed reminder (no response from customer within set timeframe).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use "Messages API" to send templated SMS reminders; configure sender, body, scheduled time.
3.2. SendGrid
• Feature/Setting: Deploy "Transactional Email API" for personalized appointment emails; configure template ID, recipient variables.
3.3. Slack
• Feature/Setting: "Chat.postMessage" API; Notify service teams in channel on reminders sent/acknowledged.
3.4. Microsoft Teams
• Feature/Setting: "Webhook Connector" to automate direct messages to internal staff for follow-up.
3.5. Google Calendar
• Feature/Setting: "Event Notifications" via API; trigger reminders based on appointment calendar events.
3.6. Outlook Calendar
• Feature/Setting: "Event Reminders" using Microsoft Graph API, schedule email or popup reminders.
3.7. WhatsApp Business API
• Feature/Setting: Automated "Template Message" for appointment reminders directly to customer chats.
3.8. Facebook Messenger
• Feature/Setting: "Send API" to deliver appointment notifications in Messenger thread.
3.9. HubSpot
• Feature/Setting: "Workflows" to trigger reminder emails/SMS and log touchpoints in CRM.
3.10. Salesforce
• Feature/Setting: "Process Builder" and "Email Alerts" or "SMS (MMS) via SMS integration" for reminders and logging.
3.11. Zoho CRM
• Feature/Setting: "Workflow Rules" for time-based reminder emails/SMS and notification logging.
3.12. Mailgun
• Feature/Setting: "Messages API" with scheduled sends for time-triggered appointment reminders.
3.13. ActiveCampaign
• Feature/Setting: "Automations" to send multi-channel reminders and follow-up sequences.
3.14. ClickSend
• Feature/Setting: "SMS API" and "Email API" for bulk and personalized reminder delivery.
3.15. Viber Business Messaging
• Feature/Setting: Bot messages or direct Viber for Business API for timely notifications.
3.16. Intercom
• Feature/Setting: "Outbound Messages" for chat-based appointment nudges and confirmations.
3.17. Zendesk
• Feature/Setting: "Triggers" to send automated messages/tickets when appointments are due.
3.18. Pipedrive
• Feature/Setting: "Automations" for contacts module to send reminders and track response status.
3.19. Google Sheets
• Feature/Setting: Use "Apps Script triggers" to send emails/SMS based on changes to schedule sheet.
3.20. Aircall
• Feature/Setting: Call automation using "Call Scheduling API" for automated outbound voice reminders.

Benefits

4.1. Maximizes appointment attendance, reducing costly no-shows and delays.
4.2. Frees up staff time by automating repetitive reminder communication.
4.3. Enhances customer satisfaction through timely, personalized notifications.
4.4. Integrates and synchronizes with existing scheduling, CRM, and communication systems.
4.5. Captures all interactions for compliance, analytics, and service improvement.