Whether the status of an appointment is booked, showed, no show or cancelled we want to set up relevant actions.
These steps are assuming you already have a calendar set up and you may even have pipeline set up to track the status of the appointment.
Create a new workflow from scratch and rename the workflow something relevant to what the status of the appointment will be. e.g. Phone Appointment Booked.
2. Add a new workflow trigger and select the 'Appointment Status' option
3. The 'Event Type' field will automatically be populated to 'Normal' - this is fine unless the calendar allows recurring bookings then change this to 'Recurring' or 'Any'. Click Add Filters:
4. Here you can select 'In Calendar' or 'In Calendar Group', then select the calendar or calendar group in the next dropdown:
5. Click the Add Filters button again and select 'Appointment Status is' then choose the status of the appointment in the next dropdown:
6. Change the name of the trigger so it is easy to identify what the trigger actually is. Then save the trigger
7. Now the trigger is set we can add the actions we want to happen after this appointment has been confirmed. An example could be adding them to a certain stage of a pipeline, sending an email or SMS, having an internal notifcation, adding a tag etc.
8. To add them to a particular pipeline stage, click the + button in the workflow and search for 'Create / Update Opportunity'.
9. Here we can select the pipeline and pipeline stage we want to add this contact to. We can also add the 'Opportunity Name', 'Opportunity Source', 'Lead Value', 'Status' and we can adjust the settings to 'ALLOW OPPORTUNITY TO MOVE TO ANY PREVIOUS STAGE IN PIPELINE' and / or 'ALLOW DUPLICATE OPPORTUNITIES'.
10. Rename the Action and Save.
11. Now this contact has booked themself in for a call, they may not need to receive anymore automated messages from nurture workflows etc. so therefore you'll need to remove them from those workflows. If this is the case, again, click the + button to add a new action and search for 'Remove from Workflow'.
12. Firstly, select the 'Another Workflow' option and select the workflow you need to remove them from. Rename the workflow and hit save.
13. You may need to send them appointment reminder messages at certain times before their appointment. To do this, again, click the + button and search for 'Wait'
14. Click on the 'Wait for' Dropdown and select 'Event / Appointment Time'
15. This will then give you the option to select, Before, After or Exact time of the appointment. In this case we will select Before 2 Hours.
16. There are some options within this action to manipulate what you want to happen if the contact enters this stage of the workflow and that action step is in the past. In most cases it will mak sense to have the 'Skip all outbound communication actions, till next wait or Event Start Date action' selected. Rename action name, then hit save.
17. Then click the + button and add a 'Send SMS' stage.
18. Compose your SMS, rename the action step and hit save.
19. Once you have added all the relevant action steps to the workflow, navigate to settings and toggle on 'Allow Re-Entry'. This will mean the same contact can enter this workflow multiple times.
20. Now the Settings are updated and the action steps are all complete, you can publish your workflow and hit save.
