This video covers how to edit the SMS confirmation and reminder messages that go out when an appointment is booked, change the timing of reminders, and remove any you do not need. Use this whenever the wording or frequency of your booking messages needs updating in ZipLeads.
Before you start
Access to the ZipLeads sub-account containing your call booking workflows
Your Assistant Name custom value set up in Settings > Custom Values
1. Open the Automation tab
Click Automation in the left-hand side menu.
The Workflows list opens, showing all of your workflow folders.
2. Open your call booking folder
Click the folder that holds your booking automations. Depending on your account this will could be Phone Call Booking, Trial Sessions or Tour Booking Workflows.
3. Open the 'Appointment/Session - Booked' workflow
Click the name of the 'Appointment/Session - booked' workflow (e.g., Phone Call Appointment - Booked) to open the automation in the builder.
4. Check the trigger
Click the trigger at the top of the workflow.
Confirm the correct calendar is selected and the appointment status is Confirmed.
In this example, any phone appointment booked on that calendar, which by default is automatically confirmed, will enter this workflow.
5. Open the Immediate Confirmation SMS
Scroll down past the internal actions, such as Remove Tag ai on and Internal Notification - app.
Click the Immediate Confirmation SMS action to open it.
The message appears in the Edit Action panel on the right.
Note: The Remove Tag ai on action stops the AI agent from staying active once an appointment is booked.
6. Edit the confirmation message
Click into the Message box and type your changes.
The items in double curly brackets are custom values:
{{user.first_name}} is the staff member assigned to the contact
{{appointment.start_time}} fills in automatically from the booking
{{custom_values.assistant_name}} is your assistant's name.
Tip: You can view or change the Assistant Name in the Settings > Custom Values area of your account.
7. Add more custom values if needed
Click the tag icon above the Message box to open the custom values picker.
Choose a category, then pick the value you want:
Contact for the lead's name, email or phone.
User gives you details of the staff member assigned to the contact
Appointment gives you start and end date and time, day of the week, month and time zone
8. Save the confirmation message
Click Save Action at the bottom right of the Edit Action panel.
9. Review the reminder sequence
Below the confirmation you will see other actions such as Update Opportunity, Remove from Workflow (e.g., Nurture workflows), Internal notifications to users and Wait Steps.
The 'wait - 24 Hours Before' step holds the contact until one day before the appointment, then sends the first reminder SMS.
Tip: You can edit each reminder message the same way you edited the confirmation.
10. Change the timing of a reminder
Click the Wait step action.
Update the Until section to your prefererred timing
Update the Action Name so it reflects the wait time (e.g., 'wait - 1 Hours Before'). This will make it clear when the step runs.
Click Save Action.
11. Update the matching reminder message
Click the SMS action that sits below that wait step.
Change the Action Name to match the new timing (e.g., Edit the SMS action name so it says one hour instead of two.
Click Save Action.
12. Delete any reminders you do not want
Click the message you want to remove, for example SMS 2.
Click Delete at the bottom left of the Edit Action panel and confirm in the pop-up.
Do the same for its matching wait step (downstream) so no empty wait is left behind.
Watch out: Deleting the message without deleting its wait step leaves a redundant delay in the workflow.
13. Save and publish the workflow
Click Save at the top right of the builder to publish all of your changes.
Notes
The same approach works for Trial Sessions and Tour Bookings workflows, which follow the same structure of a confirmation SMS followed by timed reminder messages.