Appointment No-Show Recovery — AI Agent Workflow

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Step 1 — Trigger

Appointment Time Passes

The scheduled appointment time elapses. The system receives a webhook from the booking system or detects it via a scheduled calendar check.

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Step 2 — Detect

Confirm No-Show (10-min grace period)

The agent waits the grace period, then confirms the client didn't check in. It also verifies the appointment wasn't cancelled, the client didn't call ahead, and they're not flagged do-not-contact.

✓ Grace period elapsed ✓ Not checked in ✓ Not cancelled
✓ No recent inbound ✓ Not do-not-contact

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Step 3 — Recover

Send Warm Rebooking Text

An empathetic, zero-guilt SMS is sent with the client's name, a casual acknowledgment, and 3 specific available time slots pulled live from the calendar. Reply-friendly: "Just reply 1, 2, or 3."

"Hey Sarah! We missed you at your Facial today at 2:00 PM.
No worries at all — things come up! 😊 Want to rebook?
1️⃣ Thursday, Jan 16 at 10:00 AM
2️⃣ Friday, Jan 17 at 2:00 PM
3️⃣ Monday, Jan 20 at 11:30 AM"

📱

Step 4 — Respond

Smart Reply Handling

The agent parses the client's response and takes the appropriate action — whether they pick a slot, ask for different times, decline, or raise a complaint.

✅ Picks a Slot Books instantly, sends confirmation, marks recovered

📅 Requests New Times Pulls fresh slots matching their preference (weekends, evenings, etc.)

👋 Declines Warm goodbye, cancels sequence, flags if repeat

⚠️ Complaint Empathizes, stops automation, escalates to staff with full context

✅

Step 5 — Confirm

Book & Confirm Appointment

The agent books the selected slot on the calendar, updates the booking system, sends a confirmation text with a reminder promise, and cancels any remaining follow-up messages.

"You're all set, Sarah! See you on Thursday, Jan 16 at 10:00 AM
for your Facial. We'll send a reminder the day before. 😊"

🔄

If No Response

Automated Follow-Up Sequence

If the client doesn't respond, the agent follows up with a gentle nudge at 24 hours and a final value-focused message at 72 hours. Maximum 3 messages — then it stops. Quiet hours (9 PM–9 AM) are always respected.

24hr — Gentle Nudge "Just following up — these slots are filling up!"

72hr — Final Touch Value-focused, includes booking link, standing invitation

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Always Running

No-Show Pattern Tracking

Every event is tracked per client: total no-shows, no-show rate, recovery rate. If a client hits 3 no-shows in 90 days, the system flags them for owner review and can require prepayment for future bookings.

{ noshows_90d: 2, noshow_rate: 15%, recovery_rate: 80%, flagged: false }

Appointment No-Show
Recovery Agent

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Appointment No-ShowRecovery Agent

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Appointment No-Show
Recovery Agent