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
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.