There can be multiple scenarios when a customer is booking an appointment.In this document outlines the scenarios, how the workflow will behave in each case and what will be the contact's journey.


TABLE OF CONTENTS


Scenario 1 - Re-entry of a contact when appointment is booked


A customer can book multiple appointments at once. For Appointment trigger contact can enter workflow multiple times even if the contact is already present in the workflow.

A contact can book multiple appointments so the contact should be able to enter the workflow multiple times irrespective of Allow Re-entry or it being already present in the workflow.


For the remaining scenarios we will be using the below mentioned example





Scenario 2 - Appointment cancellation


Example:

  • Current Date: June 20
  • Appointment Date: June 25
  • Workflow Step: The contact is at the "Wait for 5 days" step.


Change: The customer cancels the appointment.


When the appointment is treated as "Cancelled" - If the appointment status is changed from New/Confirmed/Show to Cancel/Invalid/No Show then the appointment is treated as "Cancelled"


Result: The customer will be pulled out of the workflow, and no further actions will occur.


Why - As the contact has cancelled the appointment no further actions should be performed.


Scenario 3 - Reschedule to a later date


Example:

  • Current Date: June 20
  • Original Appointment Date: June 25
  • New Appointment Date: June 30
  • Workflow Step: The contact is at the "Wait for 5 days" step.


Change: The customer reschedules the appointment to June 30.


When the appointment is treated as "Rescheduled" - When there are changes in the "Start time" and "End time" of an appointment then it is treated as "Rescheduled"


Result: The customer will be pulled out of the workflow and based on the appropriate trigger it will re-enter the workflow.


Why - As the appointment has been rescheduled the contact should receive all the relevant communication based on the rescheduled time.


Scenario 4 - Recurring appointments


Explanation: Recurring appointments will not trigger entry through the "Customer Booked Appointment" trigger.