Confirmed and Cancel Appointment Node
Updated
Overview
The Confirmed Appointment Node within User Communication Elements allows guided workflows to automatically confirm appointments with users. This feature ensures that users receive an immediate confirmation when their appointment is scheduled, providing clarity and assurance. By incorporating the Confirmed Appointment Node, workflows can streamline scheduling, reduce missed appointments, and keep users informed through direct communication.
The Cancel Appointment Node allows workflows to automate the process of notifying users when an appointment is canceled, providing timely updates through channels like Email, SMS, or WhatsApp. This ensures users are informed promptly and can take necessary actions if rescheduling is required.
Prerequisites
Certain prerequisites must be considered before creating the Cancel Appointment Node. Following are the steps.
The Cancel Appointment node in Guided Workflows automates appointment cancellations and notifies users via Email, SMS, or WhatsApp. However, before triggering a cancellation, the workflow must pass the APPOINTMENT_SLOT_ID through an Update Properties node to identify the appointment that needs to be cancelled.
Steps to Use the APPOINTMENT_SLOT_ID
Retrieve the APPOINTMENT_SLOT_ID
When an appointment is created, the system generates an APPOINTMENT_SLOT_ID as a process variable.
To use this ID, add an Update Properties node after the appointment creation step.
In this node, select APPOINTMENT_SLOT_ID and store its value for later use.
Pass APPOINTMENT_SLOT_ID to the Cancel Appointment Node
Before the Cancel Appointment Node, insert another Update Properties node.
Configure it to pass the APPOINTMENT_SLOT_ID to ensure the correct appointment is cancelled.
Configure the Cancel Appointment Node
Place the Cancel Appointment Node after the Update Properties node.
Select the required notification channels (Email, SMS, WhatsApp) for informing users.
Note: Before using the Cancel Appointment node, the APPOINTMENT_SLOT_ID must be retrieved and passed using Update Properties nodes. This ensures the correct appointment is cancelled automatically within the workflow.
Key Benefits
Improved Appointment Adherence: With immediate confirmations, users are more likely to remember and adhere to scheduled appointments, reducing the likelihood of no-shows and last-minute cancellations.
Enhanced User Experience: The instant confirmation process reassures users and makes their journey smoother, helping them feel informed and supported throughout the scheduling process.
Operational Efficiency: Automating appointment confirmations saves time for support teams, minimizes manual follow-ups, and keeps scheduling organized, enabling teams to focus on other high-value tasks.
Various Fields
The Confirmed Appointment Node in Guided Workflows enables you to send notifications to customers for appointment confirmation or authentication, ensuring appointments are verified by the user. Customers receive a confirmation link via their preferred communication channel—Email, SMS, or WhatsApp—and the appointment is only confirmed when they click on the link within a set time frame. This feature adds an extra layer of security and commitment, verifying the user’s intent and ensuring accuracy in scheduling.
You can select one or more communication channels using the toggle buttons against Email, SMS, and WhatsApp Notifications.
Email/SMS/WhatsApp Account: You can select the brand account for Email/SMS/WhatsApp that will be used to send the notification.
Note: The respective accounts need to be added in Sprinklr before those can be used in this element.
Confirmation Asset: You can select the template to be sent via Email/SMS/WhatsApp message for confirmation. You can create an RTFD template in the Digital Asset Manager.
Reminder Asset: You can select the template to be sent via Email/SMS/WhatsApp message for a reminder. You can create an RTFD template in the Digital Asset Manager.
Customer/Agent Reminder Schedule: You can add the time and corresponding unit to remind the customer/agent regarding the appointment. The user can add multiple reminder periods by clicking on the (+) icon and adding the time and unit.
Additional Settings – Appointment Mode: You can select the appointment mode between ‘Video Chat’ and ‘Voice Callback’ from the Additional Settings field.
Fields for Video Chat
For Video Chat, the following fields will be visible to the user:
Select template to be published at start of appointment: You can select a template to be published by clicking on the ‘Add Existing’ button and adding a template from the Digital Asset Manager.
Live Chat Application: You can select the Live Chat Application from the dropdown to redirect the users when they click ‘Join’ or ‘Reschedule’.
Live Chat URL: You can select the URL where the Live Chat is configured, to redirect the users to.
Conversational AI Application: You can select the Conversational AI Application from the dropdown to enable a virtual assistant during the appointment.
URL Shortener: You can select a pre-configured URL shortener to reduce the length of a URL.
Fields for Voice Call Back
For Voice Callback, the following fields will be visible to the user:
Priority: You can select the priority rank for the callback. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’.
Callback Number: You can enter the customer number for the callback.
Use Last Outbound Campaign Skill: This option allows the system to utilize the skill set from the most recent outbound campaign that the agent was involved in. It ensures that the callback is handled by agents with relevant experience and expertise.
Use Callback Campaign from Voice Campaign: This option enables the callback to be associated with the same campaign as the voice campaign.
Callback Campaign: You can select the callback campaign from the dropdown, which will be used to call the customer.
Case Number: If left blank, the current case will be chosen by default. You can enter a specific case number if needed.
Note: You can enter a note or select a resource to be associated with the callback.
Expire Timeout: You can set the time in minutes before the callback expires. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’.
Reassign Timeout: You can set the time in minutes before the callback is reassigned. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’.
Preview Time: You can define the ‘Preview Time’ for previewing callbacks in seconds. If no preview time is specified, the system defaults to the preview time defined in the callback dialer. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’.
Reassign to: You can either select ‘Work Queue’ or ‘Agent’ to assign the callback.
Work Queue / Agent: You can choose the appropriate work queue/agent for reassignment.
Re-assign Preview time: The ‘Reassign Preview Time’ specifically applies to calls that undergo reassignment through a reassign action. You can configure this field as the designated preview time for callbacks, with the input provided in seconds. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’.
Guided Workflow for Appointment Modification: You can choose the appropriate guided workflow for handling appointment modifications.
URL Shortener: You can select a pre-configured URL shortener to reduce the length of a URL.
Cancel Appointment Node
Email/SMS/WhatsApp Account: You can select the account to be used to send the Email/SMS/WhatsApp notification informing the customer about the cancellation.
Confirmation Asset: You can select the template to be sent via Email/SMS/WhatsApp notification. You can create an RTFD template in Digital Asset Manager.
URL Shortener: You can select a pre-configured URL shortener to reduce the length of a URL.
Close Live Chat Conversation: You can slide the toggle to the right to close the Live Chat conversation. This cancels the reserved appointments as well as the confirmed appointments. In case of rescheduling, also, the old appointment needs to be cancelled first.