Workflow Automation
Configure automated communications that are sent before and after your appointments.
Last reviewed
Understanding Workflow Steps
Workflow steps are automated messages triggered by appointment events.
Each workflow step sends an email or SMS at a set time relative to your appointment. Every professional starts with the same six default steps:
- Reconfirmation: an email 48 hours before the appointment, asking the client to confirm they will attend
- Reminder: an email 24 hours before the appointment
- Reminder: an SMS 1 hour before the appointment
- Follow-up: an email 1 hour after the consultation with next steps
- Follow-up nudge: an email 3 days after the consultation if the client has not taken action
- Re-engagement: an email sent when an appointment is cancelled, encouraging the client to rebook
Managing Workflow Steps
Customise timing, channels, and messages for each step.
Editing a Step
- Go to Calendar > Workflows in the sidebar to open Workflow Settings
- Click the pencil icon on the step you want to change
- Pick a timing from the dropdown, for example 1 hour, 1 day or 3 days
- Select the channel, either Email or SMS
- Optionally write a custom message. Leave it blank to use the default template
- Tick or untick Enabled to switch the step on or off
- Click Save. Save stays unavailable until both a timing and a channel are chosen
The timing is an offset from the event the step is tied to, so a step tied to before the appointment counts backwards and one tied to after it counts forwards. Which event a step responds to, and which message it sends, are fixed and cannot be changed.
Reordering Steps
Drag and drop workflow steps, or move them with the keyboard, to change the order they are listed in. This order affects the list only. When each message is sent is decided by the step's timing and by the event it is tied to.
Tip
You can reset all workflow steps to the default configuration at any time using the “Reset to defaults” button. This deletes every step you currently have and recreates the standard six defaults, so any custom messages you have written are lost. It cannot be undone.
Communication Channels
Choose between email and SMS for each workflow step.
- Email: best for detailed messages with links and attachments
- SMS: best for brief reminders and time-sensitive notifications
Each step can use a different channel. For example, you might send a detailed email for the reconfirmation and an SMS for the final reminder.
Related Topics
Can’t find what you’re looking for?
Our support team is here to help. Contact us and we’ll get back to you as soon as possible.
Contact Support