Appointment scenarios in Workflow
When a customer books an appointment, various scenarios can unfold. This guide explains these scenarios, how workflows respond, and the journey each contact will experience.
Re-entry of a Contact in Workflows
Section titled “Re-entry of a Contact in Workflows”Customers often book multiple appointments simultaneously. In Stack, a contact can enter a workflow multiple times through the Appointment trigger, even if they are already active in that workflow. This ensures that each appointment is processed independently, regardless of the “Allow Re-entry” setting.
Appointment Cancellation
Section titled “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 is an Appointment Considered “Cancelled”?
- If the appointment status changes from New/Confirmed/Show to Cancel/Invalid/No Show, it is treated as “Cancelled”.
Result: The customer is removed from the workflow, and no further actions are executed.
Why?
Once an appointment is canceled, continuing workflow actions are unnecessary, reflecting the cancellation.
Reschedule to a Later Date
Section titled “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 is an Appointment Considered “Rescheduled”?
- Changes in the “Start time” and “End time” signify a “Rescheduled” status.
Result: The contact exits the current workflow. If there is a trigger for “Appointment Status = Rescheduled” and the rescheduled appointment meets all trigger conditions (such as the correct calendar and assigned user), the contact may re-enter the workflow.
Why?
Rescheduling updates the appointment status. If this new status matches a workflow trigger’s criteria, the contact can re-enter and receive communications pertinent to the updated appointment time.
Recurring Appointments
Section titled “Recurring Appointments”Recurring appointments do not trigger entry through the “Customer Booked Appointment” trigger. Each instance of a recurring appointment is managed individually within the workflow settings.