Appointment scenarios in Workflow

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

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

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

A contact should be able to enter the workflow multiple times, irrespective of Allow Re-entry or their previous presence in the workflow.

For the remaining scenarios, we will use the following 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 changes 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: Since the contact has canceled 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, it is treated as "Rescheduled."

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

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

Scenario 4 - Recurring appointments

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