To navigate to appointment type settings, click My Roles > Sales Company > Company Settings and then click "Appointment Types" on the left hand menu. Here you'll see a list of appointment types. To create a new appointment, click +Add New in the top right corner.
To see individual settings for each appointment type, click "edit" next to the appointment type. Click the trash can to delete the appointment type.
Users
This allows you to select the users who you want to receive this appointment type.
Let’s say you have an appointment types called Virtual Consultation, Customer Saves (potentially lost sales), or any other specialty customer segment. Your sales company has 30 reps but you only want certain reps to be able to receive any number of these appointment types.
To limit the users who can receive an appointment type, deselect the users who should NOT receive an invitation to this appointment type by unchecking the blue check box next to the user’s name.
Status
Depending on what happens with an appointment, a user can disposition an appointment to give an idea of what happened. This is particularly important for companies to keep and track appointment data. With this data, trends can be identified, processes can be improved, and companies can be more effective with their time and resources.
The disposition of an appointment is often reflected in the following terms. This is not an exhaustive list.
Sat: The assigned user arrived and fulfilled the intention for the appointment, be it a solar consultation, site survey, etc.
Rescheduled: For whatever reason, the appointment had to be rescheduled.
Cancelled: Rather than deleting an appointment, cancelled allow us to label these types of appointments.
Communication
This group of settings allow you to fully configure when you notifications are sent and what they will say. All of the templates that power this user-interface are built in SendGrid.
There are two different audiences for these notifications: Customers and Assigned Users. Each audience has their own configuration tab.
Here are the settings in the Customer tab:
Email the customer when the event is first scheduled?
When YES is toggled, it will send the Message Subject and Branded Message from the fields below. These fields work with the Dynamic Replacements.
Additionally, you can add buttons with links to take the customer to their Customer Portal {{cp_link}} or other relevant sites. Be sure to verify the link code by clicking the button and reviewing the Web Address and Text fields in the Insert Hyperlink interface before sending.
Delay Message
This function allows you to delay when the email notification is sent.
Select Sender (reply-to)
This allows you to decide who gets the reply when a customer responds to the original email. You can choose a customer support email or the assigned user, often the sales rep who will be responsible for the lead.
Text the customer when the event is first scheduled?
Similar to the email above, this allows you to send a text as well or limit the communication to just an email or text. When toggled to YES, the contents of the text message field below are sent.
Type the SMS message that will be sent
This field also uses the Dynamic Replacements tokens to allow customization of static messages.
Delay Message
This function allows you to delay when the text notification is sent.
Email the customer when the event is updated?
When toggled to YES, this will open a field for a personalized and branded email message that will allow you to notify the customer with the updated time of the event. This field is compatible with Dynamic Replacements.
Text the customer when the event is updated?
When toggled to YES, this will open a field for a personalized text message that will allow you to notify the customer with the updated time of the event. This field is
compatible with Dynamic Replacements.
Here are the settings in the Assigned User tab:
Send an email to the assigned user when the ever is first scheduled?
When YES is selected, the Configure Email Message Settings will open and you can enter a personalized message for the user. This field is compatible with Dynamic Replacements.
Text the assigned user when the ever is first scheduled?
When YES is selected, the Configure Email Message Settings will open and you can enter a personalized message for the user. This field is compatible with Dynamic Replacements.
Send an email to the assigned user when the event is changed?
When toggled to YES, this will open a field for a personalized and branded email message that will allow you to notify the user with the updated time of the event. This field is compatible with Dynamic Replacements.
Text the user with the event is changed?
When toggled to YES, this will open a field for a personalized and branded text message that will allow you to notify the user with the updated time of the event. This field is compatible with Dynamic Replacements.
Send Google Calendar Notifications?
This is the native Google calendar invite functionality. If you check this box, the native Google calendar event notification will go to the customer. If you leave this box unchecked., the event will be created but Google will not send their own invite notification.
Add the creator to the invite?
When checked, this allows the setter to stay on the event until the Sales Rep take over the lead. This is helpful when the lead gets reassigned or the event gets cancelled. This keeps the setter in the loop until the lead advances in the deal flow process.
Don’t add customer to invite
When selected, the assigned user will still be on the invite but the customer will not be. Sometime you want to create the event without sending a notification to the customer.
A sample use-case might be perhaps your Site Surveys occur between 10am-2pm. So you tell the customer that the Surveyor will visit their home sometime in that window. For the sake of internal resource management, you may loosely schedule the event for 11am.
Since you opted not to add the customer to the invite, you now don’t have to worry about managing communications every time the Surveyor is going to arrive early or late since the customer is waiting for the Site Surveyor to arrive in the 10-2 timeframe.
Default Description
This is the default message you use in the body of your notification for this appointment type. Dynamic replacements can be used in this field.