# Appointment Reminder Page: https://alidemirbas.com.tr/en/lab/journeys/appointment-readiness-reminder Appointment approaching → readiness check → push → SMS → ready or exit ## Purpose Prepare the user for an upcoming appointment and catch missing documents or information before the last reminder. Goal: Readiness & Revalidation · Category: Transactions, Delivery & Support ## Steps - **Trigger**: Appointment is approaching - **Decision**: Are the required pre-appointment steps complete? - Yes: Push: Appointment date, time and location or link - No: Email: Appointment details and the missing information or documents - **Action**: Push: Appointment date, time and location or link - **Action**: Email: Appointment details and the missing information or documents - **Wait**: Wait until 24 hours before the appointment - **Decision**: Is the appointment still active? - Yes: Is preparation complete? - No: Appointment cancelled or moved; stop - **Decision**: Is preparation complete? - Yes: Is SMS permitted? - No: Email: Last missing preparation items and the appointment time - **Action**: SMS: Final appointment reminder - **Decision**: Is SMS permitted? - Yes: SMS: Final appointment reminder - No: No SMS permission; no final reminder - **Exit**: No SMS permission; no final reminder - **Action**: Email: Last missing preparation items and the appointment time - **Exit**: Appointment cancelled or moved; stop - **Exit**: Final reminder sent ## Guardrails - Stop if the appointment is cancelled. - Use the final reminder for the actual appointment, not as a substitute for missing preparation. ## Core rule The reminder should also check whether required preparation is complete before the appointment. ## When to set it up 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. ## How to set it up - **Trigger and entry**: An 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 enter**: Cancelled 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 channels**: At 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 handoff**: If 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 consent**: Cap 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. ## How to measure success **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. 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 hours**: Among 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 cancellations**: Track 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 readiness**: Read 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-outs**: Watch 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. ## What to watch when reading the result - When 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. - The 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. - Should the attendance gap be small or unclear, feed each group's appointments and attended appointments into the [A/B test significance calculator](https://alidemirbas.com.tr/en/calculators/ab-test); if the difference is not significant, postpone the decision, let more appointments accumulate and repeat the read against the latest appointment records. - Every 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. ## Frequently Asked Questions ### Should appointment reminders contain only a date and time? Also check required preparation alongside the location or joining link. Surface missing information or documents early. Avoid asking prepared users to repeat work, and stop old reminders after cancellation or rescheduling. ### Does everyone receive an SMS 24 hours before an appointment? This example rechecks appointment status and preparation. It considers eligible SMS for ready users and email explaining missing preparation for others. A scheduled final reminder does not override channel requirements. ### How should appointment-reminder success be measured? Use actual attendance, reporting opens, rescheduling and cancellation separately. A rescheduled appointment is not a no-show at its old time. Measure against the latest state of the same appointment identifier.