Before diving into appointment management, it's essential to understand what opportunities and pipelines are within the CRM. Opportunities represent potential revenue or conversions from leads, while pipelines help organize these opportunities into different stages of your sales or service process.
Navigate to Opportunities > Pipelines > Create a new pipeline. This is where you'll manage different stages of interaction with your leads. Name the New Pipeline something relevant, like "Appointment Pipeline."
In the popup add the pipeline name and stages.
Include stages such as "Confirmed", "Rescheduled", "Canceled", and "No Show" to track the status of each appointment. Additionally, you can make each pipeline stage visible on either or both the Funnel and Pie charts by enabling each toggle. Remember to Save the newly created pipeline.
Go to Automation > Workflow > + Create Workflow > + Start from Scratch.
You can Name it "Appointment Confirmed" for easy identification. Then for the Workflow Trigger select "Customer Booked Appointment" in the relevant calendar group.
Create or update an opportunity in the "Confirmed" stage of your Appointment Pipeline.
Choose the "Appointment pipeline" option.
Then update the Pipeline stage to "Confirmed".
Since the CRM cannot automatically detect no-shows, a combination of automation and manual intervention is required.
Create another Workflow and name it "Appointment Canceled". Then set the Appointment Status Trigger to activate when an appointment status is changed to cancel.
In the filter, make sure the Appointment status is set to cancelled. Remember to Save the Trigger.
Search and select the “Create or Update Opportunity” action. Choose the Appointment Pipeline, update the pipeline stage to “Canceled”, and save the action.
Toggle on "Allow opportunity to move to any previous stage in pipeline" to signal the system when an opportunity is required to move a stage they have previously been on, then Save the action.
In a new workflow, use the Appointment Status Trigger, set the filter to “Appointment status is No-show,” then save the Trigger.
Search and select the “Create or Update Opportunity” action. Choose the Appointment Pipeline, update the pipeline stage to “No Show”,
Toggle on "Allow opportunity to move to any previous stage in pipeline" to signal the system when an opportunity is required to move a stage they have previously been on, then Save the action.
NOTE: In the opportunities section you can also manually move each customer through the pipeline as you see fit.
Make sure to add more steps to the Workflow like SMS or Email Reminders. This gives you an edge in following up with busy clients, and these reminders might prompt them to reschedule.
Let's walk through a scenario where a lead books an appointment, and we manage its outcome:
Lead Books an Appointment: This triggers the "Appointment Confirmed" workflow, automatically placing the lead in the "Confirmed" stage.
Cancellation or No-Show: If the lead cancels (via a link in an email) or doesn't show up, you'll update the opportunity to the respective stage. For no-shows, this involves manually changing the appointment status.
Managing appointments efficiently starts with a clear pipeline and smart automation. Use workflows to handle confirmations and cancellations, and manually update no-shows to keep everything organised. This process helps you stay on track and build stronger client relationships.
Q: What if an appointment doesn't automatically move to the confirmed stage?
A: Check your automation trigger and ensure it's correctly set to the action of booking an appointment.
Q: How do I manually mark an appointment as a no-show?
A: Navigate to the lead's appointment details and change the status to "No Show".
