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Appointment communications

Appointment / Service Reminder

This template can be used for contacting individuals and/or their primary contacts in advance of a service being delivered. It provides both a way to remind an individual of an upcoming service in a timely manner, in addition to capturing their confirmation and intention by way of reply.

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Setup guide

To apply this template in Pendula, simply select a scheduled flow and set this to run on a daily basis. We generally recommend a time between 9am-12pm. This means that each day, it will only pick up the relevant appointment/service bookings based on the criteria specified below:

  • To ensure the communication goes out in advance of the appointment date, set the appointment date to <selector>equals<selector> tomorrow, or the day after. Set this using date formulas such as <selector>TODAY()+DAYS(1)<selector> OR <selector>TODAY()+DAYS(2)<selector> For more information on Date Formulas, please see this article in the Pendula Help centre.
  • Appointment Status <selector>does not equal<selector> 'cancelled' (if this information is available)
  • Appointment/Service Type <selector>equals<selector> <description> (if you would like to segment out certain types of services from receiving reminders)

What's the difference?

Broadcast
  • Inform client
Conversation
  • Inform client
  • Capture intent by enabling responses
  • Confirm intent
  • Provide option to reschedule upon cancel
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Pendula Text message preview

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Pendula flow

'Confirm' Path
'Cancel' Path

Outbound SMS

Suggested Copy:

Hi {{FirstName}}, This is a reminder for your upcoming appointment ({{Description}}) on {{StartDateTime}}. Please confirm your session by replying CONFIRM. Alternatively, should you wish to cancel please respond CANCEL.

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Inbound reply

Suggested Keywords:

Confirm; Confirmed; Yes; Y; Yep; Sure

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Field update

Field = Client Confirmation

Operator = equals

Value = Confirmed

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Outbound SMS

Suggested Copy:

Thanks for confirming your attendance {{FirstName}}, we're looking forward to seeing you there

Outbound SMS

Suggested Copy:

Hi {{FirstName}}, This is a reminder for your upcoming appointment ({{Description}}) on {{StartDateTime}}. Please confirm your session by replying CONFIRM. Alternatively, should you wish to cancel please respond CANCEL.

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Inbound reply

Suggested Keywords:

Cancel; Cancelled; No; N; Can't make it; Reschedule

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Field update

Field = Client Confirmation

Operator = equals

Value = Cancelled

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Outbound SMS

Suggested Copy:

Thanks for letting us know {{FirstName}}, we'll be in touch shortly to reschedule. Alternatively, feel free to reach us on 9123 4567

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Check your phone!
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Check your phone!
We've sent you an SMS, reply to start the customer journey.
Thank you! Your submission has been received!
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Try it now

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Thank you! Your submission has been received!
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