Appointment scenarios in Workflow

There can be multiple scenarios when a customer is booking an appointment. This document outlines the scenarios, how the workflow will behave in each case and what will be the contact's journey.

TABLE OF CONTENTS

• Scenario 1 - Re-entry of a contact in workflows
• Scenario 2 - Appointment cancellation
• Scenario 3 - Reschedule to a later date
• Scenario 4 - Recurring appointments

Scenario 1 - Re-entry of a contact when appointment is booked

A customer can book multiple appointments at once. For Appointment trigger, a contact can enter the workflow multiple times even if the contact is already present in the workflow.

A contact can book multiple appointments so the contact should be able to enter the workflow multiple times irrespective of Allow Re-entry or it being already present in the workflow.

For the remaining scenarios we will be using the below mentioned example

Screenshot

Scenario 2 - Appointment cancellation

Example:

• Current Date: June 20
• Appointment Date: June 25
• Workflow Step: The contact is at the "Wait for 5 days" step.

Change: The customer cancels the appointment.

When the appointment is treated as "Cancelled" - If the appointment status is changed from New/Confirmed/Show to Cancel/Invalid/No Show then the appointment is treated as "Cancelled"

Result: The customer will be pulled out of the workflow, and no further actions will occur.

Why - As the contact has cancelled the appointment no further actions should be performed.

Scenario 3 - Reschedule to a later date

Example:

• Current Date: June 20
• Original Appointment Date: June 25
• New Appointment Date: June 30
• Workflow Step: The contact is at the "Wait for 5 days" step.

Change: The customer reschedules the appointment to June 30.

When the appointment is treated as "Rescheduled" - When there are changes in the "Start time" and "End time" of an appointment then it is treated as "Rescheduled"

Result: The contact will be pulled out of the workflow. If the workflow has a trigger set to fire on Appointment Status = Rescheduled, and the rescheduled appointment matches all trigger filter conditions (e.g., correct calendar, assigned user), the contact will re-enter the workflow — but only if the “Allow Re-entry” setting is enabled in the workflow’s settings.

Why - When an appointment is rescheduled (i.e., start and/or end time changes), it updates the appointment status. If this updated status matches the criteria of a workflow trigger with “Allow Re-entry” enabled, the contact can re-enter and continue receiving communication relevant to the new appointment time. If the conditions aren't met, the contact will not re-enter the workflow.

Scenario 4 - Recurring appointments

Explanation: Recurring appointments will not trigger entry through the "Customer Booked Appointment" trigger.