Reminders and assigning appointments
Assign an appointment to a teammate (they get a bell when it's not you), and let the system send the day-before customer email and staff reminder automatically.
Appointments don't fall through the cracks here. Assign one to a teammate and they get a notification. The day before, your customer gets an email and the assigned rep gets a reminder, automatically.
Assign an appointment to a teammate
When you book an appointment you can hand it to a specific teammate.
- Go to Appointments and click New appointment (or use Schedule appointment from a lead's page).
- Pick the Customer, set the Type, and choose a Date & time.
- Open the Assign to (optional) dropdown and pick a teammate. Leave it on Unassigned if no one owns it yet.
- Click Schedule.
The Assign to dropdown lists your sales-capable team (Owners, Managers, and Sales). Accounting users aren't shown.
If you assign the appointment to someone other than yourself, that person gets a notification right away: a bell titled "New appointment scheduled for you" that links to the Appointments page. Booking one for yourself does not bell you (you already know about it).
How the day-before reminder works
You don't have to start anything. Once a day, the system looks ahead and attempts reminders for eligible appointments coming up in roughly the next day.
For each eligible appointment it claims, it attempts:
- An email to the customer, using the customer's email, or the lead's email if there's no customer on file. The email includes the appointment type, the date and time (in your dealership's time zone), the vehicle if one is attached, and your dealership name and phone.
- A bell to the assigned rep: a notification titled "Upcoming appointment" that links to the Appointments page. (No one is assigned? Then there's no staff bell; the customer email attempt is unaffected.)
Each appointment gets at most one reminder attempt for its current scheduled time. The system claims and marks the appointment before it looks up recipients or sends anything, which prevents duplicate email or bells if two reminder runs overlap. If delivery fails after that claim, it is not retried automatically. A real reschedule re-arms the reminder for the new time.
Appointments are eligible only while they are Scheduled or Confirmed. An appointment marked Completed, No-show, or Cancelled before the reminder claim is skipped. A status change after the claim cannot recall an already in-flight attempt.
If there's no email on the customer or the lead, the customer email is skipped, but the assigned rep still gets the bell. Add an email to the customer or lead if you want them reminded.
Updating the status
From the Appointments list, each row has quick actions for where it stands: Confirm, Completed, No-show, and Cancel. Use Confirm once the customer locks it in; mark Completed or No-show after the appointment.
Moving an appointment to Completed or No-show also nudges the originating lead's status to match (best-effort; it won't block the appointment if the lead isn't in a state that allows the move).
FAQ
Why didn't my customer get a reminder email?
Usually one of four things. There's no email on the customer or lead, so add one. The appointment wasn't Scheduled or Confirmed when the reminder job claimed eligible rows. It may still be more than about a day out. Or delivery may have failed after the one claim; that failure is not retried automatically.
Does the assigned rep get reminded even if the customer has no email?
Yes. The staff bell is sent to the assigned rep whether or not the customer had an email on file. The customer email is the only part that gets skipped when there's no address.
I assigned an appointment to myself. Why no notification?
That's by design. You only get the "New appointment scheduled for you" bell when someone else books an appointment and assigns it to you. The day-before reminder bell still reaches you as the assigned rep, regardless of who booked it.
How often does the reminder run?
It runs once a day and catches appointments coming up the next day. Each eligible appointment gets at most one reminder attempt for its current scheduled time; a real reschedule re-arms it. A delivery failure after the appointment is claimed is not retried automatically.