Automating appointment status and customer feedback collection

Hello community members,

In the spirit of elevating your scheduling game for 2024, we're bringing you a couple of useful workarounds that can enhance your overall Bookings experience.

We have divided the community post into two halves. In the first half, we will show how to automate the appointment status to Completed. This action ensures that emails are automatically triggered after the appointment is completed. In the second half, we will explore how to add and prefill the feedback form in your customer emails. This will allow you to efficiently gather feedback from customers.

In an effort to streamline the entire process, we're merging both topics into a single post. This aims to automate updating the appointment status to completed, triggering the completion email to customers, and seamlessly integrating our Zoho Survey form for actively collecting valuable feedback.

Automating the appointment status

Currently, updating an appointment's status to Completed is a manual process in Zoho Bookings. However, with our new workaround, you can now streamline this task through automation. We've included steps below that will make it so that once an appointment has ended, its status will automatically switch to Completed.  

Note that if you mark an appointment as No show, your selection will not be overwritten by this new workaround. 

If you're still concerned about this, consider editing the content of the appointment completion trigger email, providing generic content suitable for both attendees and non-attendees. This guarantees that even if all appointments are marked as completed, a generic email with relevant information will be sent to all customers.

Prerequisites for automating the appointment status 

1. Zoho Bookings basic or premium subscription.

2. Zoho Flow paid subscription

How to automate 

A. First, we'll create a new flow in Zoho Flow:

1. Sign in to Zoho Flow.

2. Select the Create flow option.

3. Select App and search for Zoho Bookings in the search bar.

4. Select the Appointment booked trigger.

5. Select the Connection and Variable Name.

6. Click Done. 

You have now created a new flow for Zoho Bookings.

Other helpful links for this process:

• How to create a flow in Zoho Flow: Create a flow from scratch
  
  
• How to create connection in Zoho Flow: Create a Connection
  

B. Next, let's configure the logic: 

1. Navigate to the Logic tab in Zoho Flow.

2. Click the Flow Control dropdown and select Delay.

3. Drag and drop the Delay function to the bottom of the Appointment booked trigger.

4. Click on the edit icon next to the Delay function.

5. In the Delay For the column, select the appointment end time variable from the available Zoho Bookings variables.

Completing this steps helps us ensure that this workflow executes exclusively at the end of each appointment.

C. We can now allocate additional time for any necessary actions:

For example, let's consider extending the remaining actions by an extra 5 minutes. This extension grants you additional time to update the appointment status. 

1. From the Logic tab, drag and drop another Delay action to the bottom of the first Delay action.

2. Click on the edit icon next to the Delay function.

3. In the Delay For column, set the desired extra time based on your preference. If going by our proposed example, we'd configure an additional 5 minutes.

For more details: Delay

Note: If you decide not to include extra time and prefer to execute the flow precisely at the end of the appointment duration, you do not need to complete this section of steps.

D. Finally, let's configure a custom function

Through this step, we'll ensure our ended appointment's status updates to Completed (as long as no other status has been selected).

1. From the Logic tab, click the Custom Functions dropdown.

For more details: Custom Functions

2. Click +Custom Function.

3. Add a relevant name for the function under Function Name, and set the Return Type as void - Returns nothing from the dropdown.

4. Under Input parameters, type bookingID and select string from the dropdown as shown in the screenshot below.

5. Click Create to open the Deluge script page, where we will enter our code for execution.

Please configure the below code in the Deluge script page.  

Code Link

If you're interested, here is a brief explanation of the code:

Line 1: To pass the input data below to the code.

• Booking ID: Identifies the specific booking for fetching details and checking the status.

Line 3: Set up the API endpoint URL based on the Zoho Bookings account's data center.

• More details: Domain-specific API URLs

Line 3–12: We utilize the Get Appointment API' to retrieve the appointment details. For more details: Get Appointment API

Line 13: Here, we're fetching the status of the respective appointment from the response of the Get Appointment API.

Line 15: Implement an 'if' condition to execute the code only if the appointment status is not No show.

Line 16–27: In this step, we utilize the 'Update Appointment API to mark the appointment status as Completed' when the condition specified in line 15 of the code is met.

This is how the final flow will look:

Note: The described flow is tailored for newly scheduled appointments. For cases where appointments are initially scheduled and later rescheduled, a separate flow must be created. The flow for rescheduled appointments follows the same steps outlined above, with the only modification being the initial trigger. Instead of the 'Appointment booked' trigger, please substitute it with the 'Appointment rescheduled' trigger in step A (steps B, C, and D remain the same).

Collecting feedback with surveys

Ensuring a seamless and positive customer experience is a top priority for every appointment. An integral part of this process involves gathering feedback from customers after the appointment's completion. This valuable feedback not only helps understand their sentiments but also provides insights for continuous improvement. 

Let's explore how to leverage Zoho Survey to collect valuable feedback from customers. Additionally, we'll delve into the process of pre populating survey fields with the customer's name extracted from the appointment.

How to create a survey in Zoho survey:

You have the option to create a new survey from scratch or choose from templates or existing surveys.

For more details, refer to: Create a Survey.

As an example, let's use the Customer Feedback Survey from the templates.

To enhance your survey experience, you have the flexibility to edit the survey form and select specific fields for inclusion.

Now, let's take a closer look at streamlining the customer experience by auto-populating the field inputs in Zoho survey with customer details. This additional step eliminates the need for customers to add their information manually, contributing to an enhanced overall experience.

1. Click on the Actions button (three dots) next to the Last Name field, and choose Edit.

2. Click on Advanced options and check the box next to Prepopulate answer.

3. Select First Name, Last Name, and Email Address under Question label and URL parameter in each corresponding Value from field.

4. In the Value field, configure the parameter name (e.g., firstname, lastname, email). Once configured, this parameter name will be used in the survey link to prefill the fields in the survey form. Customize it as per your requirements, ensuring consistency with the term used in the survey URL.

To publish the survey, go to the Launch tab and click on the Publish button to obtain the Zoho Survey URL.

Pre-populating fields in the Zoho Survey form

Once we have the Zoho Survey URL, we'll need to match the configured parameter name and variables from the Zoho Bookings email notifications. These variables play a crucial role in dynamically fetching customer information and populating it in the Zoho Survey form.

For details about variables in Zoho Bookings email notifications, refer to this link: Pre-defined variables

We'll now edit the survey URL to align the variables with the configured Value, or parameter name, from our prepopulated answer settings.

Let's say this is our survey URL: 

https://survey.zohopublic.com/zs/E****h

We'll want to use a question mark ("?") at the end of the survey URL and an ampersand ("&") to separate different parameter names.

Here's what that would look like using our example Value names from earlier:

Now, let's map the parameter names to the Zoho Bookings variables.

It would look like this:

For more details: Autofill 

Where to use the Zoho Survey URL

To enable the automatic sending of the Zoho Survey URL to customers upon updating the appointment status to Completed, follow these steps in the Zoho Bookings application:

For one-on-one services:

1. Click on Service in the top left corner.

2. Select the desired one-on-one service.

3. Choose Service Notifications.

4. Navigate to the For Customers tab.

5. Click Customize next to the Mark As Completed' trigger to access the email content.

6. Enter your desired name for the button. For example, you might use something like 'Please fill out the survey'. 

7. Select the entered text and click on the Add Link icon. Paste the configured Zoho Survey URL in the URL box. This will convert your text into a hyperlink that leads to the survey.

For group and resource booking services, please follow the same steps under Workspaces > Notifications.

For more details: Workspace Notifications

With the completion of this step, we have incorporated the Zoho Survey URL with dynamic variables, facilitating the dynamic autofill of customer data.

To wrap it up

With the successful implementation of the configuration described above, the entire process of automating status updates and collecting feedback is now seamlessly integrated, promising an elevated and enhanced product experience for all users.

If you have any questions or need assistance with your configuration, please email us at hello@zohobookings.com or support@zohobookings.com.

• Topic Participants

• Kaushik S

  

• Sticky Posts

• Approve or deny appointments based on criteria

  Hey, community members! Have you ever wondered how to automatically approve or deny appointments? While we're still working on building that feature, we've got an alternative method to cancel appointments if they don't meet your specific criteria. Let

• Recent Topics

• Invoice status on write-off is "Paid" - how do I change this to "Written off"

  HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a way

• Create a custom button to modify custom fields in zoho Inventory

  I am needing a script for two buttons, 1. Button will add todays date to a custom field named cf_sent_to_sov 2. Button will mark a checkbox or unmark a checkbox field named cf_parts_ordered I have been trying to figure out deluge but have not got anywhere

• How to add a record for a different report

  I have one form and it has two reports I need to programmatically add records to both reports For example one report is draft and other is processed After the user performs some action on the draft report I want to create a new report in Processed and

• Create custom rollup summary fields in Zoho CRM

  Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions were

• How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

  How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

• Webhook 'when estimate is refused' is not firing

  Hello, I use a workflow through make that sends estimate with zoho books (I paid books and sign). -Those estimates when accepted are firing the webhook that I create in zoho sign (photo 1) -However when refused they are not firing the webhook that I created

• Amazon Integration

  Hi, I am seller on Amazon , & I would like to sign up for Zoho books. However my question is can we automate/integrate invoicing, charges and returns in amazon with Zoho using API? Do you have a developer for this? I did take a look at zapier however it just has a create Invoice function nothing else.

• Link project tasks to tasks in CRM and/or other modules.

  Hello, I have created and configured a project in Zoho Projects with a set of tasks. I would now like to link these tasks (I imagine according to the ID of each one) to actions in the CRM: meetings, tasks, analytics). The aim is to link project tasks

• Zoho CRM API Credits & Limits for Workflow

  Hi Team, Just wanted to clarify how the API credits work for Zoho CRM and workflows with custom functions. API Credits are based on your subscription and are set at the account level. You can buy additional credits if needed. For Enterprise customers,

• Count the NUMBER of Contacts for an Account automatically

  Hello. Is there any way Zoho can count the number of CONTACTS for a particular ACCOUNT and have a field in the ACCOUNT module update itself automatically? Currently we use Zoho to administer our language school and the Contacts represent students and Accounts represent Grupos (Classes). It would be very useful for us to have a feature like this enabled, and I can see other similar applications requiring something like this. The solution would be even better if the Contacts met a specified criteria,

• How to use Twilio to send appointment notification and reminder SMS in Zoho Bookings

  Hit no-shows out of the ballpark by combining Zoho Bookings and SMS providers. SMS notifications help you remind customers of their appointments and reduce no-shows by reaching out where they are. In this guide, we'll configure an SMS provider called

• geographic search filter in map view

  Hi, I have a recruiting and timesheet system built in Creator. The client wants to enhance the search for candidates based on their location and filter by job skills - currently they look on the Map View which uses the geo location or post code of the

• Announcement: Upcoming changes to the permission grant flow for OAuth apps

  This announcement is intended for app developers who use the Zoho API console. We're going to implement an important update to the way users grant permission for the OAuth apps created through the API console. What’s changing? Currently, users can grant

• "Copy Field Values from one Module to another" how to use?

  Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain:  In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfect

• Add Google Workspace Module to Zoho Flow

  Dear Zoho Flow Team, I hope this message finds you well. We’d like to request the addition of a dedicated Google Workspace module in Zoho Flow. Currently, there are no triggers or actions for Google Workspace, which limits our ability to integrate and

• How do i remove the Powered by Zoho logo from my careers page

  Can I remove this? ​

• Totals on Pivot Table

  Is there a way to change the way the subtotal calculates? In this example I have a formula to give me the average monthly attendance ....but I want the grand total of the month to be the sum of all the average attendances...any ideas? Thank you!@

• Team Inbox is not working AGAIN

  I like Team Inbox in general. It makes using a collaborative inbox easy - when it works. The problem is that it doesn't work at times - and it seems to not work, a lot. It's not catastrophic failure, it's little things. Unable to send messages Unable

• HOW TO USE ZOHO

  IDK

• Zoho account sign in with passkey

  Hello, I am trying to sign in using passkey, but the option doesn't show up in the web and is disabled in Oneauth on mobile, saying the admin has restricted the use. On the Admin page in Security MFA I can find no option for passkey. Help would be greatly

• Pivot table with Text values - "Matrix Report"

  User Story - As a user, I would like the ability to display textual data in a two-way table, matrix format (text datatypes, not numerical datatypes displayed as a dimension) One major feature missing from the Pivot tables in Zoho Analytics is the ability

• Canvas View in Zoho Recruit

  Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

• Can Wisestamp email signature be use with Zoho mail?

  Does a Wisestamp email signature work with Zoho mail?

• WiseStamp

  WiseStamp is an excellent social media signature tool. It integrated seamlessly into Gmail and Thunderbird, plus a few more. Are there any plans to get this incredible app integrated into Zoho. check it out here: http://www.wisestamp.com/ thanks Tim

• Power BI connector (Zoho Creator) to Zoho Projects

  How can i connect power bi to Zoho Projects? domain is zoho.com How can i find workspace name, application link name and Report link name?

• Update your Google connection with Zoho TeamInbox

  Dear all, Wishing you a Happy New Year! Google has recently updated its security policy to enhance user protection, requiring all third-party apps and services to use OAuth authentication and password-less login methods. This update impacts users who

• Possible to backdate Stage shifts in Deals module?

  I want to enter my organisation's historical dealflow data into the CRM and it's important that the Stage history is showing the correct dates in the past of when it happened. Is there a way for me to modify the "Modified Time" in the Stage History Related

• Easy way to delete attachments

  I've reached my data limit and would like to run a view/report, and mass delete attachments. Is there an easy, fast way to do this? Moderation Update: Post Summary: There are two features the post discusses a) Easy way to remove Email attachments Will

• Sites Speed and Performance Grades

  I noticed that there are no recent inquiries or complaints about load speed or performance issues with Zoho Sites websites. However, I wanted to understand what Zoho has done to ensure that speed remains optimized, images are compressed and lazy loaded,

• Integrating Quotes with leads Information

  Our business requires giving a quote to a lead (not Account / Potential - as we define it differently). Currently, Zoho CRM's Quotes are integrated with Accounts / Potentials and not with Leads. Is there a way I could get the Lead information to the Quotes

• Flow to follow up on trade fair contacts

  Hi, Before we moved to Zoho we had some flows (sequences) in HubSpot to follow up on trade fair contacts. To explain further on this it had the following characteristics: New contacts could be added to the sequence When added a flow of communication started.

• Unknown error occurred

  Hi, When we want to publish or edit a page in our website, we encounter with "Unknown error occurred" problem. I share a screenshot here. Our website is www.essoft.com. It happens every page. We want to solve this ASAP.

• Zoho one

  I am starting Zoho one as a beginner and there is Zoho crm and Zoho sales which i needed to work on but it appears in unassigned apps. What Should i do now?

• Dialing Microsoft Teams Phone Service via Zoho CRM

  I am using the VOIP option in Microsoft teams for my office phone system. I was hoping to have a way to dial numbers directly from Zoho CRM, but don't see anything in the Teams Integration or in the Telephony integration that will enable this. Does anyone

• Emailing lookup field but placing this as an ID or number rather than text

  Hi there, First time poster and have been a user of Zoho Creator for approx 6weeks so forgive my ignorance as I learn to code. We have a need to send an email to a specific email address with some of the fields triggered by the submission of a form. In

• Search mails in shared mailbox

  Hi everyone, is there a way to search mails in shared mailbox's? Search in streams or mail doesn't return anything from mails in shared mailboxes. Thanks! Rafal

• User Emails Blocked

  Community: I keep running into issues where our users stop receiving notifications from CRM because their email addresses get blocked in on the backend some how. I reach out to support, they confirm, they fix, and we carry on, but then it happens again.

• Why wont Zoho Support Grammarly!! --- PLEASE VOTE FOR THIS to show Zoho we need this

  The spell check and grammar in ZOHO are so buggy and a waste of time. Please support Grammarly! I'm sure I'm not the only one — there are other CRMs that support this. If you're not planning to add this feature, Please let others know before accepting

• Is it possible to hide Developer Space for all user in Zoho Projects

  Hello! I am Zoho admin in a company and we want to use Zoho Project to manage projects, but after a few days of testing we are not able to "hide" the Developer Space from all kind of users except the admin. To sum up, I want to hide this for all users.

• API (v2) Search Criteria using CONCAT

  With API I can search for a contact using First_Name and Last_Name. However, when I need to search the Contact Module using a full name — and because CRM does not provide an API for full name — I am not finding a way to do this in the traditional way

• Next Page