Creating a Missed Appointment Message Automation

WARNING

This automation is only available for customers that have a certified integration with Reynolds and Reynolds, CDK and PBS.

Missed appointments are recurring events. Having an automation remind your customers that they've missed an appointment can help reschedule the missed appointment. It will also make your customers feel like they are important and in good hands. 

  • Go to the automation section, on the left side of your screen.
  • Click on New automation.

Choose name

  • Choose the name of your automation: Missed appointment message.
  • Click on Send an automation after an event.

Assign replies

  • Choose the user who will receive the automation's replies. 
  • You can also send notifications to specific users. 
  • Click on Next.

Target customers

For missed appointment messages,  we recommend that you use four rules and one sub-rule. Click here to learn about rules and sub-rules.

Rule 1

  • Select the category of your automation: Appointment.
  • Select the attribute: Time relative.
  • Select the operator: Less than. 
  • Enter a value: 130 minutes ago. 
  • Click on Add new rule

Rule 2

  • Select the category of your automation: Appointment.
  • Select the attribute: Time relative.
  • Select the operator: More than. 
  • Enter a value: 120 minutes ago. 
  • Click on Add new rule

Rule 3

  • Select the category of your automation: Appointment.
  • Select the attribute: Status.
  • Select the operator: Is not. 
  • Enter a value: canceled. 
  • Click on Add new rule

Rules 4

  • Select the category of your automation: Repair order opened.
  • Select the attribute: Last time.
  • Select the operator: More than. 
  • Enter a value: 1 day ago. 
  • Click on Add sub-rule

Specifically for the fourth rule, you need to add a sub-rule since there are two possibilities that the customer could match.

  • Select the category of your automation: Repair order opened.
  • Select the attribute: Times.
  • Select the operator: Equal. 
  • Enter a value: 0. 
  • Click on Next

Create message

  • Enter the message you want to send with your automation. Here are a few  examples.
  • You will see a preview of your message and you can send a test to the number you want. 
    • To send a test message to the phone number of your choice, click on the Send test message to... box.
    • Enter a valid cell phone number. 
    • Click on Test now
    • Open the mobile phone you sent a test message to. 
    • Open your text message inbox and you will see the test message.
    • Click on Next.

Set delivery time

  • Click on Set in real time so that every time a customer matches your rules, they will receive the message. 
  • Set the timeframe. 
  • Click on Create automation

Your automation will be sent to appointments that were scheduled to start 2 hours ago and that didn't get a repair order opened in the last 2 hours and that were not canceled.

Did you find it helpful? Yes No

How do you like using Kimoby?