Automated Appointment Handling
What happens after the AI books an appointment, from the confirmation text and reminders to the call at appointment time and no-shows.
Booking the appointment is only half the job. The other half is making sure the member actually shows up and gets connected to your agent. careCycle handles most of that for you, and it's all set in your calendar settings (Configure > Calendars). Each calendar has its own rules, so a 30-minute AEP review can work differently than a quick callback.
Right After Booking
- A confirmation text goes out right away. Always, no matter how your workflows are set up.
- The member's campaigns end. Booking an appointment ends every active campaign the member is in, so they don't keep getting outreach calls while they wait for their appointment. See How Campaigns Run.
- It lands on the right calendar. With Customer's agent routing (the default), it goes to the member's assigned agent, and onto their connected calendar if they have one.
Reminders and Follow-Up Texts
Each calendar has Workflows: texts that go out before an appointment starts or after it ends, and can depend on the appointment's status. Every new configuration comes with three:
| Workflow | When it goes out |
|---|---|
| 24-hour confirmation text | 24 hours before, if it's still Scheduled, with a link to confirm |
| 1-hour reminder text | 1 hour before, if it's Scheduled or Confirmed |
| No-show text | 5 minutes after the end of a No-show, with a link to reschedule |
You can edit, turn off, or delete any of them, or add your own. See Calendars for the details.
The Call at Appointment Time
The Meeting type on the calendar decides who makes the call:
The default. At the appointment time, an AI employee calls the member from your business number and transfers them to their agent. The member doesn't have to dial anything, they just pick up.
The AI that makes this call is the appointment callback employee from the campaign that booked it (most templates come with one, and you can edit it in the campaign's Assembly tab), or your organization's default one.
With Whole organization routing, no specific agent is assigned, so the AI hands the call to a routing group instead.
The AI never calls. At the appointment time, the assigned agent gets a Call now prompt and dials the member from the softphone. With Whole organization routing, your team works these from the Appointments page.
When the Member Doesn't Show
If the AI calls at appointment time and transfers the member to your team, the appointment is marked Completed. If it can't reach them, it's marked No-show, and the No-show text goes out with a link to pick a new time.
Heads up: careCycle doesn't automatically call no-shows again. If you want your team to chase them, you'll find them on the Appointments page. And if the member calls your number back, careCycle recognizes they had an appointment and gets them to the right place.
Automate Inquiry Callbacks
Have an AI employee call members back with your answer, and set how hard it tries to reach them.
Which Number Your Calls Come From
Why your team's calls always come from your main number, how campaigns choose a number, and how to give a campaign its own numbers to protect your main line.