Setting a missed appointment message automation

WARNING

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

Customers missing their appointments are recurring events. Setting up an automation to remind them of that missed appointment can be useful for you and by receiving an acknowledge message of their missed appointment, your customers will feel like they are noticed and taken care of. 

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

Choose name

Setting up a missed appointment automated message

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

Assign replies

Assign customer replies to missed appointment notifications

  • Choose the user you want to assign the automation responses to. 
  • You can also alert specific user have have notifications sent to them.
  • Click on Next.

Target customers

Tips and tricks

Specifically for the missed appointment message, you need four rules and one sub-rule. Click here to learn about rules and sub-rules.

Rule 1

setting up workflow rules to automatically send missed appointment notifications

  • 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

Setting up workflow rules to automatically send missed appointment notifications

  • 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

Setting up workflow rules to automatically send missed appointment notifications

  • 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

Setting up workflow rules to automatically send missed appointment notifications

  • 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 2 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

Creating preset message to be sent automatically when customer misses an appointment

  • Write the message you want to send with your automation. Here are a few examples here
  • 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 number you want, Click on the Send test message to... box.
    • Enter a valid cell phone number. 
    • Click on Test now
    • Go to 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

Setting delivery time for messages sent automatically when customers miss appointments

  • Click on Set in real time so that every time a customer matches your rules, he will get the message. 
  • Set the hours in which you will send your message. 
  • 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.

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