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Appointment Scenarios in Workflow

When a customer books an appointment, various scenarios can unfold. This guide explains these scenarios, how workflows respond, and the journey each contact will experience.

Table of Contents​

  1. Re-entry of a Contact in Workflows
  2. Appointment Cancellation
  3. Reschedule to a Later Date
  4. Recurring Appointments

Re-entry of a Contact in Workflows​

Customers often book multiple appointments simultaneously. In Stack, a contact can enter a workflow multiple times through the Appointment trigger, even if they are already active in that workflow. This ensures that each appointment is processed independently, regardless of the "Allow Re-entry" setting.

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 is an Appointment Considered "Cancelled"?

  • If the appointment status changes from New/Confirmed/Show to Cancel/Invalid/No Show, it is treated as "Cancelled".

Result: The customer is removed from the workflow, and no further actions are executed.

Why?
Once an appointment is canceled, continuing workflow actions are unnecessary, reflecting the cancellation.

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 is an Appointment Considered "Rescheduled"?

  • Changes in the "Start time" and "End time" signify a "Rescheduled" status.

Result: The contact exits the current workflow. If there is a trigger for "Appointment Status = Rescheduled" and the rescheduled appointment meets all trigger conditions (such as the correct calendar and assigned user), the contact may re-enter the workflow.

Why?
Rescheduling updates the appointment status. If this new status matches a workflow trigger's criteria, the contact can re-enter and receive communications pertinent to the updated appointment time.

Recurring Appointments​

Recurring appointments do not trigger entry through the "Customer Booked Appointment" trigger. Each instance of a recurring appointment is managed individually within the workflow settings.