Appointment Reminder

A high no-show rate, or a team that spends appointment day chasing missing documents and details, is the signal for this journey. First confirm that the appointment record carries date, time, location or joining link and a live status (active, cancelled, moved), and that the required pre-appointment steps can be read per appointment as complete or missing. Push permission, an email address and SMS consent must be held channel by channel. If appointments are missed because the slot does not suit or rescheduling is hard, make rescheduling easier first; a reminder does not fix an inconvenient time.

Incremental attendance rate vs control

What counts here is the extra attendance the reminded group shows over the control group; an opened reminder or a delivered SMS is not attendance.

How it is counted: Among all appointments assigned at entry to the journey group and the control group, the share actually attended according to the appointment's latest record, within the same follow-up window; what separates the two groups is the journey's effect. A rescheduled appointment is not a no-show at its old time, and delivery or click status does not change the denominator.

Also track

• Preparation completed before 24 hoursAmong appointments that entered with missing steps, the share that show as ready at the 24-hour check; this is the intermediate step the first email works toward; count it in the journey group and the control group separately.
• Rescheduling and cancellationsTrack appointments rescheduled or cancelled after a reminder separately from attendance; an early cancellation is a better outcome than a no-show on the day.
• Result by readinessRead the attendance gap separately for appointments that entered ready and those that did not; the two branches start on different channels, and the not-ready branch shows the journey's real job.
• SMS complaints and push opt-outsWatch complaints after the final SMS, push permission turned off and email unsubscribes per channel; if they rise, the attendance you gained came at a price.

• Trigger and entryAn appointment entering its reminder window starts the journey. Randomly assign active appointments at entry to the journey group or a control group that gets no reminder from this flow; make the split before the readiness check.
• Who must not enterCancelled appointments stay out; the scope is one scheduled appointment, and a rescheduled one is followed under its current record, not its old time. If the appointment is a reservation standing on a payment condition, the Reservation Payment Reminder journey holds the booking and this journey is suppressed until that flow ends.
• Timing and channelsAt entry, ready users get a push with date, time and location or link; the rest an email with the details and what is missing. 24 hours out, a recheck confirms the appointment is still active and preparation complete; ready users get an SMS where permitted, the rest an email with the last missing items.
• Exit and handoffIf the appointment was cancelled or moved by the 24-hour check, the journey stops without another message. Once the final SMS or email goes out, the journey closes at Final reminder sent; a ready user without SMS permission gets no final reminder and exits there. No other journey takes over.
• Frequency and consentCap each appointment at two touches: push or email at entry, SMS or email 24 hours out. SMS goes only to users who consented, with no substitute channel when consent is missing; push and email follow their own permissions. Do not cram missing preparation into the final reminder; ask for it in the first touch.

1. 1When the reminded group attends no more often than the control group, the people who showed up would have come without a reminder; high opens or delivered SMS do not change that. Weigh the attendance gap between the groups with complaints and opt-outs placed next to it.
2. 2The result is specific to these two touches, the 24-hour timing and the channel choice driven by readiness. Whether a reservation on a payment condition survives is the Reservation Payment Reminder's result; since this journey is suppressed while that flow holds the booking, never credit the attendance to both.
3. 3Should the attendance gap be small or unclear, feed each group's appointments and attended appointments into the A/B test significance calculator; if the difference is not significant, postpone the decision, let more appointments accumulate and repeat the read against the latest appointment records.
4. 4Every message sent after an appointment is cancelled or moved damages both trust and the measurement; if any went out, fix the status check before reading the result. If attendance in the not-ready branch is low, you may have left the missing items to the final email; try asking more plainly in the first touch.