Managing Your Appointments

It's easy to set up automations to manage your appointments. You'll save time, reduce no-shows, and customers will appreciate the quick follow-ups. Let Kimoby do the work for you!

All you have to do is create templates for messages that thank the customer for booking an appointment; remind the customer about the appointment, and let them know that they missed an appointment with the option to reschedule.

Learn more about other types of automations you can set up to help you save time.

Quick Links

Setting an Automated Appointment Reminder

Reminding your customer about their upcoming appointment is a great way to reduce no-shows. It will also give them a chance to reschedule if they can't make it at the designated time and date.

Tips and tricks

Suppose you're setting an automation reminder for one day before your customer's appointment. In that case, this means that you'll be sending a message, for example, on Monday for an appointment scheduled on Tuesday. However, on Friday, you should be sending reminders for the following Monday, which is a three-day gap between the reminder and the appointment. That's why you need to set up two rules for the same automation.

  • Appointment reminder Monday-Thursday: 1 day prior
  • Appointment reminder Friday: 3 days prior
  1. Select Automations Sleep-Jul-28-2021-02-11-32-44-PM on the left side of your screen.
  2. Select New automation.

Choose name

  1. Write a name for your automated appointment reminder.
  2. Select Appointment reminders.
  3. Select Next.

Assign replies

  1. Choose the user or team who will receive the automation responses.
  2. By selecting the New conversation on cancelation, a new conversation will be created when a customer replies NO.
  3. Select Next.

Target customers

Set the rules to target the right group of customers to receive the appointment reminder. 

Rule #1 is programmed to Appointment date in 1 day(s) by default.

  1. To change the rule, click on Edit.
  2. Change values under CategoryAttributeOperator or Value.
  3. Select Next.

Create message

Write the message you want to send with your automation. See the end of this section for a few message templates that you can use.

You will see a preview of your message. You can send a test message to see how your message or image will appear on a mobile phone.

To send a test message, follow these steps:

  1. Select the Send test message to... box.
  2. Enter a valid cell phone number.
  3. Select Test now.
  4. Check the phone's inbox to see the test message.
  5. Select Next if you're happy with your message.

Set delivery time

  1. Set the date and time to send your automation. Your automation can be sent once, or every time a customer matches the rules of your automation.
  2. Select Create.

Throughout the whole setup, you can go back to each step before saving your automation.

Message Templates for Appointment Reminders

Warning

Please do not change any of the words in { curly brackets }. They will be replaced by your customer's or company's information.

You can change any of the words in [ square brackets ].

Appointment reminders for all industries:

  • Hello { customer.name }, This is a reminder about your appointment with { company.name } on { appointment.start_at_date } at { appointment.start_at_time }. Please reply YES to confirm your attendance or NO if you are not able to make it. Thank you hand have a good day!
  • Hello { customer.name }, This is a friendly reminder about your appointment tomorrow starting at { appointment.start_at_time } at { company.name } - [BUSINESS-ADDRESS]. Please reply YES to confirm your attendance or NO if you are not able to make it. Thank you!

Appointment reminders for the automotive industry:

  • Hello { customer.name }, This is a reminder about your appointment on { appointment.start_at_date } at { appointment.start_at_time } here at { company.name }. A courtesy vehicle has been reserved for you. Please reply YES to confirm your attendance of NO if you are not able to make it. Thank you.
  • Hello { customer.name }, This is a friendly reminder about your appointment on { appointment.start_at_date } at { appointment.start_at_time }. Please note that we will keep your vehicle for [DURATION]. Please reply YES to confirm your attendance or NO if you are not able to make it. Should you need a courtesy vehicle, let us know. Thank you.

Appointment reminders for property management:

  • Hello { customer.name }, This is a friendly reminder that there will be a viewing of your apartment tomorrow at [TIME]. Let us know if you have any questions. Thank you!
  • Hello { customer.name }, This is a quick reminder that there will be a viewing of your appointment tomorrow at [TIME]. The viewing should take approximately 1 hour. Please note that your presence is not required. Thank you!

Appointment reminders for human resources:

  • Hello { customer.name }, This is a reminder for your training for { appointment.meta_description } on { appointment.start_at_time } on { appointment.meta_place }, { appointment.meta_address }. Please don't forget your uniform. Thanks!
  • Hello { customer.name }, This is a reminder that we'll be meeting tomorrow for your interview at { appointment.start_at_time }. Please reply YES to confirm your attendance or NO if you are unable to make it. Thank you!

Activating an Automatic Reply for an Appointment Confirmation

After setting up an automated appointment reminder, you can activate and customize an automatic reply if your customer's response contains the words YES or NO.

  1. Select your name at the top right corner of your screen.
  2. Select Company settings.
  3. Select Appointment reminders Sleep (60) in the sub-menu.
  4. Select the checkboxes that you want to activate. 
  5. Write two messages to send to your customers to reply to a message containing the words YES or NO. See the end of this section for message templates you can use. 
  6. Select Save changes.

Message Templates for Appointment Automation Replies

Warning

Please do not change any of the words in { curly brackets }. They will be replaced by your customer's or company's information.

 Examples when the response contains YES:

  • Hi { customer.name }, thank you for confirming your attendance. See you soon!
  • Hi { customer.name }, thank you for confirming your appointment. We're looking forward to seeing you! { company.name }

Examples when the response contains NO:

  • Thank you for letting us know of your cancellation. Just contact us when you're ready to reschedule. Have a great day!
  • Hello { customer.name }, thank you for letting us know. Please let us know your next availabilities and we'll reschedule. { company.name }

Manually Changing an Appointment Status

You can change the appointment status in two places: the Appointments interface and the appointment itself.

From the Appointments interface

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM on the left side of your screen.
  2. Select the checkbox next to the customer's name.
  3. Select ConfirmUnconfirm or Cancel in the upper section of your screen.
  4. Confirm the change.

From the appointment

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM on the left side of your screen.
  2. Select the appointment of your choice.
  3. Select the green check, the yellow dash, or the red X to change the status of the appointment. Your change will be automatically saved and will appear in the customer's conversation.

Editing an Appointment

You can easily modify an existing appointment.

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM on the left side of your screen.
  2. Select the customer's name.
  3. Select Modify.
  4. Make the required changes.
  5. Select Update appointment.

Deleting an Appointment

You can easily delete an existing appointment in two places: the Appointments interface and the appointment itself. 

From the Appointments interface

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM on the left side of your screen.
  2. Select the checkbox next to the customer's name.
  3. Select Delete Delete.
  4. Select Yes, delete appointment.

From the appointment

From your desktop:

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM on the left side of your screen.
  2. Select the customer's name.
  3. Select Delete.

From your mobile:

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM at the bottom of your screen.
  2. Select the appointment.
  3. Select the options menu at the top right corner of your screen.
  4. Select Delete.

Exporting Your Appointments Results

Exporting your appointment data can help you analyze the information. It's easy to export the data into an Excel or .csv document by following the steps below.

  1. Select Appointments Sleep-Aug-16-2021-05-37-13-93-PM on the left side of your screen.
  2. Choose the date you want to export. 
  3. Select Export Sleep (15)-1
  4. Choose between a .csv format or .xlsx format. 
  5. A green bubble will appear saying that You'll receive an email with a link to download your file.
  6. Select Download to access the full report.