There can be multiple scenarios when a customer is booking an appointment.In 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 contact can enter 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 customer will be pulled out of the workflow and based on the appropriate trigger it will re-enter the workflow.
Why – As the appointment has been rescheduled the contact should receive all the relevant communication based on the rescheduled time.
Scenario 4 – Recurring appointments
Explanation: Recurring appointments will not trigger entry through the “Customer Booked Appointment” trigger.