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Script

Appointment confirmation

Reminder call for an existing appointment: confirm, reschedule, or cancel, and hand anything that needs a person to the front desk.

Purpose
reminder
Recording
Off
Nodes
10
Rehearsals passing
4 of 4
appointment-confirmation
All calls

Variables

VariableMeaningFallbackExample
appointment.whatWhat the appointment is, in a few wordsappointmentcleaning
appointment.whenDay and time, as it should be spokenrequiredTuesday, October 14 at 10 AM
company.nameThe business the appointment is withrequiredRiverton Dental
lead.first_nameThe customer's first nametherePat

Any time

is_automated
Asks whether this is a robot, a recording, or an AI → automated_note
opt_out
Asks to stop getting these calls → do_not_call

Nodes

Yes, automated say

Yes, this is an automated reminder from {company.name}.

  • then → $resume

Cancel or move ask

Okay. Would you like to cancel it, or move it to another time?

  • cancel: Wants to cancel → cancelled
  • reschedule: Wants another time instead → reschedule_time

Cancelled end

Got it, I'll let the front desk know it's cancelled. Thanks for telling us!

  • ends: Completed

Confirmed end

Great, you're all set. See you then!

  • ends: Booked

Stop reminders end

Understood. We'll stop these reminder calls. Goodbye.

  • ends: Do not call

Reminder ask

Hi {lead.first_name}, this is an automated reminder from {company.name} about your {appointment.what} on {appointment.when}. Will you be able to make it?

  • cancel: Wants to cancel → cancel_check
  • confirm: Confirms they will come → confirmed
  • reschedule: Can't make it, or wants a different time → reschedule_time
  • wrong_person: This is not the customer's number, or the customer is not known here → wrong_person_end

Reschedule requested end

Thanks. The front desk will call or text to confirm the new time. Have a good day!

  • ends: Call back

Will call back end

That's fine. Give us a call when you know, and we'll find a time. Have a good day!

  • ends: Call back

New time ask

No problem, I'll pass it to the front desk to confirm. What day or time would work better?

  • gave: Names a day or time → reschedule_end
  • unsure: Doesn't know yet → reschedule_later

Wrong number end

Sorry about that. We'll update our records. Have a good day.

  • ends: Wrong person

The outlined node is the entry.

Rehearsals

confirms · passes · Booked
  1. Agent: Hi Pat, this is an automated reminder from Riverton Dental about your cleaning on Tuesday, October 14 at 10 AM. Will you be able to make it?
  2. Caller: Yes, I'll be there.
  3. Agent: Great, you're all set. See you then!
reschedules · passes · Call back
  1. Agent: Hi Pat, this is an automated reminder from Riverton Dental about your cleaning on Tuesday, October 14 at 10 AM. Will you be able to make it?
  2. Caller: I can't make it, can we do Thursday instead?
  3. Agent: No problem, I'll pass it to the front desk to confirm. What day or time would work better?
  4. Caller: Thursday morning if possible.
  5. Agent: Thanks. The front desk will call or text to confirm the new time. Have a good day!
asks if it's a recording, then confirms · passes · Booked
  1. Agent: Hi Pat, this is an automated reminder from Riverton Dental about your cleaning on Tuesday, October 14 at 10 AM. Will you be able to make it?
  2. Caller: Is this a recording?
  3. Agent: Yes, this is an automated reminder from Riverton Dental. Will you be able to make your cleaning on Tuesday, October 14 at 10 AM?
  4. Caller: Oh, okay. Yes.
  5. Agent: Great, you're all set. See you then!
cancels · passes · Completed
  1. Agent: Hi Pat, this is an automated reminder from Riverton Dental about your cleaning on Tuesday, October 14 at 10 AM. Will you be able to make it?
  2. Caller: I need to cancel.
  3. Agent: Okay. Would you like to cancel it, or move it to another time?
  4. Caller: Just cancel it, thanks.
  5. Agent: Got it, I'll let the front desk know it's cancelled. Thanks for telling us!

Advice

No advice: the script reads cleanly.

Diagram source

Mermaid
flowchart TD
  n_automated_note("<b>Yes, automated</b><br/>Yes, this is an automated reminder from {company.name}.")
  n_cancel_check["<b>Cancel or move</b><br/>Okay. Would you like to cancel it, or move it to another…"]
  n_cancelled(["<b>Cancelled</b><br/>Got it, I'll let the front desk know it's cancelled. Thanks for…<br/><b>completed</b>"])
  n_confirmed(["<b>Confirmed</b><br/>Great, you're all set. See you then!<br/><b>booked</b>"])
  n_do_not_call(["<b>Stop reminders</b><br/>Understood. We'll stop these reminder calls. Goodbye.<br/><b>do_not_call</b>"])
  n_reminder["<b>Reminder</b><br/>Hi {lead.first_name}, this is an automated reminder from {company.name} about your {appointment.what}…"]
  n_reschedule_end(["<b>Reschedule requested</b><br/>Thanks. The front desk will call or text to confirm the new…<br/><b>callback</b>"])
  n_reschedule_later(["<b>Will call back</b><br/>That's fine. Give us a call when you know, and we'll find…<br/><b>callback</b>"])
  n_reschedule_time["<b>New time</b><br/>No problem, I'll pass it to the front desk to confirm. What…<br/><i>captures: preferred_time</i>"]
  n_wrong_person_end(["<b>Wrong number</b><br/>Sorry about that. We'll update our records. Have a good day.<br/><b>wrong_person</b>"])
  start((start)) --> n_reminder
  n_automated_note ==> any_time
  n_cancel_check -->|cancel| n_cancelled
  n_cancel_check -->|reschedule| n_reschedule_time
  n_reminder -->|cancel| n_cancel_check
  n_reminder -->|confirm| n_confirmed
  n_reminder -->|reschedule| n_reschedule_time
  n_reminder -->|wrong_person| n_wrong_person_end
  n_reschedule_time -->|gave| n_reschedule_end
  n_reschedule_time -->|unsure| n_reschedule_later
  any_time{{"any time"}}
  any_time -.->|is_automated| n_automated_note
  any_time -.->|opt_out| n_do_not_call