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Appointment communications

Appointment / Service Cancelled

This template can be used for contacting individuals and/or their primary contacts in response to a scheduled appointment being cancelled. It provides a way to inform clients that a service has been cancelled, in addition to enabling them to request a call if required.

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Setup guide

To apply this template in Pendula, simply select an event flow and set this to trigger when a record is edited. This means that the moment an appointment's status has been set to cancelled in your source data, it will send automatically in addition to the criteria specified below:

  • Appointment Status <selector>equals<selector> 'cancelled'
  • Appointment/Service Type <selector>equals<selector> <description> (if you would like to segment in/out certain types of services from receiving reminders)
  • Additionally, you'll need to ensure you have a placeholder field for capturing data upon a call request

What's the difference?

Broadcast
  • Inform client
Conversation
  • Inform client
  • Enable call request
  • Confirm call request
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Pendula flow

'Call me' Path

Outbound SMS

Suggested Copy:

Hi {{FirstName}},confirming your appointment {{description}} on {{StartDateTime}} with {{WorkerName}} has been CANCELLED.If this is an error, reply 'call' and our team will reach out.

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Inbound reply

Suggested Keywords:

Call; Call Me; Help, No

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Field update

Field = Call Request

Operator = equals

Value = True

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Outbound SMS

Suggested Copy:

Thanks {{FirstName}}, we'll have someone reach out as soon as possible

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Check your phone!
We've sent you an SMS, reply to start the customer journey.
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Try it now

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