BOOKING FOLLOW-UP
Give customers a clear confirmation and a way to manage the appointment.
Prepare confirmation communication and an appointment-specific management link, with defined cancellation and replacement limits.
Project consultation
Appointment-specific management link; self-service currently ends 24 hours before the start.
A confirmed time needs a clear next step
After choosing an appointment, a customer needs to know what is booked and how to change plans. Tsumira records the appointment before creating its confirmation obligation and management credential. The message can include the customer, service, time and private manage link. Delivery uses the configured mail and worker path, so a stored booking and a successfully delivered email remain distinguishable facts.
Prepare confirmation from the actual appointment
The confirmed appointment supplies the service, customer and timing for communication. Confirmation, reschedule and cancellation messages have separate purposes. The flow emits the relevant delivery obligation rather than relying on a temporary browser callback to remember the email. The worker and mail transport must be configured for real delivery; a successful appointment record alone does not prove that the recipient’s mailbox accepted the message.
- Appointment-based confirmation information
- Separate lifecycle messages
- Configured background delivery
Limit self-service to the customer’s own appointment
The manage link is an appointment-specific credential that can be used without a customer account. It authorizes the supported cancellation or replacement for that appointment, not access to the company’s customer ledger or other bookings. The current self-service change cutoff is 24 hours before the appointment starts. Used, revoked or expired credentials are not treated as valid continuing permission.
- Appointment-specific management link
- No customer login required for that path
- Current 24-hour self-service cutoff
Replace the time without discarding the old promise first
The reschedule flow attempts the replacement appointment before cancelling the original. If the new interval is unavailable, the old promise remains rather than being dropped first. A successful replacement uses a combined reschedule confirmation, avoiding independent messages that misdescribe the lifecycle. The new booking still follows availability rules. This supports a clearer customer experience while keeping a selected replacement separate from a confirmed result.
- Replacement availability checked
- Original retained if replacement fails
- Combined reschedule confirmation
Proposed replacement
The original appointment remains if the replacement cannot be booked.
A concrete workflow
Confirm the booking
Store the actual appointment and its customer details through the booking flow.
Deliver the information
The configured worker and mail transport process the confirmation and management link.
Let the customer manage in time
The customer uses their private link before the supported cutoff to cancel or request a replacement.
Verify the resulting state
Read the actual cancellation or replacement result and its corresponding communication.
An illustrative working example
Illustrative workflow: move a consultation
A customer receives a confirmation for a consultation and later needs another day. Before the current cutoff, they open their manage link and select an offered replacement. The flow first checks and creates the new promise. If that interval has gone, the original remains. When replacement succeeds, the customer receives the appropriate reschedule confirmation rather than unrelated cancellation and booking notices.
Questions about this topic
Must customers create an account to manage this booking?
The supported management link authorizes one appointment without requiring a customer login. It should be kept private.
How late can customers change through self-service?
The current cutoff is 24 hours before the appointment starts. Credentials also have validity and single-use checks.
What if the replacement slot is no longer available?
The replacement is attempted before the old appointment is cancelled. A refused replacement leaves the original promise standing.
Does the confirmation record guarantee email delivery?
No. Actual delivery depends on the configured worker, transport and recipient outcome. The appointment and delivery status should be distinguished.
Explore connections around this workflow.
Ideas for intended connections. Check the actual availability, permissions and supported data for each app before using a scenario.
