Systems & InfrastructureAutomationsCRM Architecture
A custom-built appointment outcome tracker, which GoHighLevel does not do on its own
GoHighLevel has no way to record whether somebody actually turned up, so this was built. Two hours after the appointment started, the clinic gets an email with two buttons. Showed opens a short page for what they had and what they paid; no show is one press and done.
Read the workflow as text
- 1Wait: until 2 hours after the appointment started (the visit is over)
- 2Touch 1: record the outcomeRecord the outcome: {{contact.name}}, {{appointment.day_of_week}}
- 3Wait: 3 hours3 hours
- 4Touch 2: still needs an answerStill needs an answer: {{contact.name}}, {{appointment.day_of_week}}
- 5Wait: 1 day1 day
- 6Touch 3: second reminderStill needs an answer: {{contact.name}}, {{appointment.day_of_week}} (second reminder)
- 7Wait: 1 day1 day
- 8Touch 4: last reminder to the clinicStill needs an answer: {{contact.name}}, {{appointment.day_of_week}} (last reminder)
- 9Wait: 1 day1 day
- 10Touch 5: alert the team, outcome not recorded[{{custom_values.business_name}}] outcome not recorded: {{contact.name}}
The problem
Whether somebody turned up is the most valuable fact a clinic has, and no CRM can know it. Only the clinic can say. So the platform leaves a hole where that answer should be, and the usual fix is asking somebody to log in, find the patient and change a field, which does not happen on a busy day. By Friday nobody can say who showed, so the review asks go to people who never came and the no shows are never chased.
What shipped
- Records the one fact a CRM cannot know, without anyone logging in
- Showed captures the treatment and what was actually paid, prefilled and editable
- Four asks over three days, then an alert, rather than quietly giving up
What happens
Two hours after the appointment started, the clinic gets an email. Two buttons, showed and did not show, on a signed link that opens without a login.
Did not show is one press. The status is written, the record moves, and the win back starts with a call on the setter's list for the same day.
Showed opens a short page, because the clinic is the only one who can say what actually happened in the room. They pick the treatment from their own list, the price is prefilled and editable, and they say whether the next visit is booked. That goes onto the record and the money goes onto the card's value.
If nobody answers, it asks again three hours later, then the next two mornings. After four asks over three days it stops asking the clinic and tells the team instead.
Want one built for you?
Get on a call with me and let's talk it through.