# 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…

- Source: https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/appointment-scenarios-in-workflow
- Section: Workflows / Workflow Builder
- Reading time: 2 min
- Images: 1, each explained below

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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.

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**TABLE OF CONTENTS**

-   [Scenario 1 - Re-entry of a contact in workflows](#scenario-1-re-entry-of-a-contact-when-appointment-is-booked)
-   [Scenario 2 - Appointment cancellation](#scenario-2-appointment-cancellation)
-   [Scenario 3 - Reschedule to a later date](#scenario-3-reschedule-to-a-later-date)
-   [Scenario 4 - Recurring appointments](#scenario-4-recurring-appointments)

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### **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

![Scenario 1 - Re-entry of a contact when appointment is booked (image 1 of 1)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155028142590/original/NzSiC9Gn4xhkokwGJlPz1TcTvvoZXY2ziA.png)

**Scenario 1 - Re-entry of a contact when appointment is booked (image 1 of 1)**

This screenshot appears in the "Scenario 1 - Re-entry of a contact when appointment is booked" section of "Appointment scenarios in Workflow". The text alongside this image reads: For the remaining scenarios we will be using the below mentioned example. Immediately after, the guide continues: Current Date: June 20 Appointment Date: June 25 Workflow Step: The contact is at the "Wait for 5 days" step.
- What this covers: For the remaining scenarios we will be using the below mentioned example
- Next: Current Date: June 20 Appointment Date: June 25 Workflow Step: The contact is at the "Wait for 5 days" step.

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### **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.

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### **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.

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### **Scenario 4 - Recurring appointments**

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

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com