Following Up With Guests for Future Appointments

Table of Contents

Overview

Appointments Follow-up Page

Updating the Status of a Follow-up Call

Troubleshooting Steps

 

Overview

The Zenoti appointment follow-ups feature helps you follow-up on upcoming appointments and update their status. It provides information on all appointments booked for a day and comes with filter options for you to view appointments by Therapists or by appointment Status - confirmed, yet to confirm or all appointments. Using the appointments follow-up feature you can:

  • View the status of email, text, and phone follow-ups.
  • Edit appointment: You can edit the appointment date and time, therapist, or service information.
  • Leave a note about the appointment: Adding notes is especially useful where one employee's work shift ends and the other employee needs to take over follow-ups.

Appointments Follow-up Page

To open the Appointments follow-up page, follow the steps below:

    1. Ensure you are at the center level.
    2. Click the Appointment tab.
      The appointment book opens.
    3. In the appointment book, click the follow-up icon on the top-right
    4. The Appointments Follow-up page opens:
    5. Explained below are the available filter criteria and fields in the appointments follow-up page.

      The below filter options are available to help you view appointments according to the need:

      • Date: By default, the current appointment book date displays. To view appointments of another date, click the calendar icon, and select the desired date.
      • Therapists: By default, the appointments follow-up page displays appointments for All Therapists in the center. To view appointments for a specific therapist, click the drop-down, and select the therapist name.
      • Status: The appointment statuses are Confirmed or Yet to confirm. By default, the page displays All appointments (for both statuses). To view Confirmed or Yet to confirm appointments individually, select the status from the drop-down list.

The page displays below information about the appointment:

      • Guest: Displays the guest name, their phone number, and membership details.
      • Service: Displays the name of the service booked by the guest.
      • Start: Displays the start time of the scheduled appointment.
      • End: Displays the service end time.
      • Therapist: Displays the name of the service provider for the appointment.
      • Before Appointment and After Appointment: Displays the notification status via email, text and call.
        Note: Email and text message notifications are automatically sent to guests based on the Organization level settings for email and text reminders. The status for emails and text messages cannot be changed from the appointments follow-up page. Using this feature, you can only update the status of phone follow-up’s.

The following table explains the icons and status for notifications.

Email

This icon indicates the email has been sent. Click this icon to view the content of the email.

This icon indicates the email is scheduled to be sent.

Based on the Organization settings, emails are automatically sent to guests. Navigate to Organization level->Settings->General tab->Send Appointment reminder to view the scheduled notification delivery time. Once the email is delivered to the guest at the scheduled time, the icon changes to the “email sent” icon

 

This icon indicates the email cannot be sent. See Troubleshooting Steps.

 

Text message

This icon indicates the text message has been sent. Click this icon to view the content of the message.

This icon indicates the text message is scheduled to be sent. 

Based on the Organization settings, messages are automatically sent to guests. Navigate to Organization level->Settings->General tab->Send Appointment reminder to view the scheduled notification delivery time. Once the message is delivered to the guest at the scheduled time, the icon changes to the “email sent” icon

This icon indicates the text message cannot be sent. See Troubleshooting Steps.

Call

Called

No answer

Left message

  1. To update the status of a call, follow Updating the Status of a Follow-up Call.

Updating the Status of a Follow-up Call

  1. Select the appropriate status from the Call drop-down list.
    • Called: Select this option if you have contacted the guest successfully about the appointment.
    • Left Message: Select this option if you have called and left a message for the guest regarding the appointment
    • No Answer: Select this option if there was no response calling the guest’s phone number
  2. Perform any of the actions below:
    • To confirm an appointment, click Confirm.
    • To edit an appointment, click Edit. The Appointment Info page opens. Edit the appointment and Save. The appointment gets updated in the appointment book.
    • To add a note about the appointment, click Note. In the notes pop-up box, enter notes, and click Add Note. The note is added to the appointment in the appointment book.

Troubleshooting Tips

There are several possible reasons that an email or text message was not delivered to the guest. Mentioned below are some common scenarios and troubleshooting tips.  

    • Navigate to Admin > Organization >Settings tab and ensure the Activate email and Activate text message options is selected.
    • Navigate to Admin > Organization >Email/Text tab and verify that Appointment Reminder (for before appointment emails/text) and Thank you (for after appointment email/text) templates is ON.
    • If the appointment is a walk-in, the notification cannot be delivered. Verify a walk-in by checking the difference between when the appointment was booked and when it was performed.
    • Verify that there are enough email and text (SMS) credits to send notifications. You can view your available credits in the right panel at the organization/center level. Contact Support to add credits.
    • Navigate to the Guest profile->General tab and verify if the guest has a valid phone number/email address registered.
    • Navigate to the Guest profile->General tab and verify if the guest has a valid phone number/email address registered.
    • Navigate to the Guest profile->General tab and verify if the guest has opted to receive notifications. The Receive Transactional Emails and Receive Transactional Text Messages (SMS) check boxes are selected. 
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