Automating appointment status and customer feedback collection

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:
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.
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.
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.




      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ








                                ご検討中の方

                                  • Recent Topics

                                  • Zoho Commerce - Mobile Application

                                    Does Zoho Commerce have a mobile application for customers to place an order?

                                  • Register user through Phone Number by Generating OTP

                                    In zoho commerce , I am developing website on online food store Inilialy the user get verification code to their email for registering there account for login. But I need to login using phone number by generating OTP automatically rather than verification

                                  • Unable to change sales_order status form "not_invoiced" to "invoiced"

                                    I am automating process of creating of invoice from sales_orders by consolidated sales_orders of each customer and creating a single invoice per customer every month. I am doing this in workflow schedule custom function where i create invoice by getting

                                  • Custom Buttons for Mass Actions

                                    Hello everyone, We’ve just made Custom Buttons in Zoho Recruit even more powerful! You can now create Bulk Action Buttons that let you perform actions on multiple records at once, directly from the List View. What’s new? Until now, custom buttons were

                                  • Zoho Vault Passwords

                                    Is there a way to consume Zoho Vault Manager passwords using the API? Thanks in advance.

                                  • Is the ChatGPT Assistant integration capable of recognizing WhatsApp voice messages?

                                    I was wondering: if a visitor sends me a voice message on WhatsApp, would the assistant be able to transcribe it and reply to them?

                                  • Zoho Creator to Zoho CRM Images

                                    Right now, I am trying to setup a Notes form within Zoho Creator. This Notes will note the Note section under Accounts > Selected Account. Right now, I use Zoho Flow to push the notes and it works just fine, with text only. Images do not get sent (there

                                  • 【Zoho CRM】レポート機能のアップデート

                                    ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、レポート機能のアップデートをご紹介します。 目次 1. レポートのエクスポート時のレコードIDの表示について 2. 通貨項目の表示について 3. レポートの削除の監査ログへの反映について 1. レポートのエクスポート時のレコードIDの表示について これまで、レポートをエクスポートするとファイルにレコードIDが必ず含まれていました。レコードIDが識別子として役立つ場合もありますが、実際には多くの企業で参照されることはありません。

                                  • Translation in zoho bookings

                                    We cant translate zoho booking emails. The general text we can change. But what about text like: ""Here a link to join the meeting online:"" and "Add to Zoho Calendar" and "Add to Google Calendar"? No professional business have mixed languages. Its looking

                                  • Is there any way to bill one client in different currencies on different invoices?

                                    I have some customers who have their currency set as USD and most of their billing is done in USD.   However, from time to time I have a need to bill them in my base currency GBP for some specific invoices, but there seems to be no way of doing this that I can see. The only workaround that I can see is to create two client records for the same client, one for USD billing and one for GBP billing, but this is not an ideal situation. Is it likely that the (hopefully!) soon to arrive multi-currency support

                                  • API name for all fields in Zoho Project (Standard or custom)

                                    Hi! I struggle to find easily all API name of all field in Zoho Project to build my API rest with other services. We can find them very fast in CRM but not in PRoject.   Could you share a function to get the list of all API Name of any field of an App

                                  • Disappearing Mouse cursor in Zoho Mail / Windows 11 (Chrome + Edge)

                                    I'm seeing an issue when writing mails with the light theme with the mouse cursor being white and the document area also being white - making it nearly impossible to see the mouse cursor. I see the problem on Windows 11 under Chrome and Edge. (Yet to

                                  • Zoho Assist not rendering NinjaTrader chart properly

                                    Hi everyone. Just installed and testing Zoho Assist. I want to display my laptop' screen (Windows 11) on a monitor connected to my Mac mini. The laptop is running a stock trading program called NinjaTrader. Basically, when running, this program displays

                                  • Dropshipping Address - Does Not Show on Invoice Correctly

                                    When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

                                  • Best way to schedule bill payments to vendors

                                    I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have

                                  • Link(s) between Notes

                                    Hello Everyone, It would be great if links could be created between notes. Let's say we have 5 Notes A, B, C , D, E. I would like to be able to link Note A to Note B but not in other way, so no link appears in Note B linking to Note A. An so on, linking

                                  • Option to Hide Project Overview for Client Profiles

                                    In Zoho Projects, the Project Overview section is currently visible to client profiles by default. While user profiles already have the option to restrict or hide access to the project overview, the same flexibility isn’t available for client profiles.

                                  • Zoho Books | Product updates | August 2025

                                    Hello users, We’ve rolled out new features and enhancements in Zoho Books. From the right sidebar where you can manage all your widgets, to integrating Zoho Payments feeds in Zoho Books, explore the updates designed to enhance your bookkeeping experience.

                                  • Regex in Zoho Mail custom filters is not supported - but it works!

                                    I recently asked Zoho for help using regex in Zoho Mail custom filters and was told it was NOT supported. This was surprising (and frustrating) as regex in Zoho Mail certainly works, although it does have some quirks* To encourage others, here are 3 regex

                                  • Feature Request: Assign Documents to Already Entered Bills, Expenses, Invoices, etc.

                                    Hi Zoho Team, We are regular users of the Documents module in Zoho Books and appreciate its ability to keep financial records well-organized. However, we’ve noticed a limitation: There is no way to attach a document from the "Documents > Files" section

                                  • I don't see any WITHDRAWL transaction at all

                                    Hi I manually imported my bank statement to Zoho books today and I am a complete newbie. I have been reading the knowledgebase but unable to fix this. I only see "Uncategorized 91 DEPOSIT transactions". I don't see any WITHDRAWL transaction at all. Also,

                                  • Shared inbox unable to see replies

                                    Hi we are a small company me and someone else, we have a shared inbox for our sale@ and contact@ however we have this issue where by if i reply to an email or the other person reply to the email, it does not show it to them and therefore we end up replying

                                  • Kaizen #136 - Zoho CRM Widgets using ReactJS

                                    Hey there! Welcome back to yet another insightful post in our Kaizen series! In this post, let's explore how to use ReactJS for Zoho CRM widgets. We will utilize the sample widget from one of our previous posts - Geocoding Leads' Addresses in ZOHO CRM

                                  • 404 error at checkout

                                    Our customers are getting a 404 error at checkout. Anyone else with the same problem?

                                  • FONT Sizing in Notebook

                                    Hi Kishore - What is the status of adding font sizing to the application? I have several things that I have pasted directly into Notebook and the fonts are HUGE! I would like the ability to highlight them and reduce the font to a legible size. Nothing

                                  • Can managers Upload documents to their direct rapports?

                                    Admin employees have the ability to upload documents to employees' files; however, managers do not have add/manage button - is it possible for managers to upload their direct reports' documents, such as absence documents or 121 documents. Is there something

                                  • Leave balance display for next year

                                    Is there a way to not have a rollover or not limit the leave balance depending on the date. For example an employee has 10 days leave balance and wants to apply for January leave in December. They cant because the rollover doesnt show the leave balance

                                  • Please add an “Auto-Apply Unused Credits” toggle

                                    Hello — please add a simple org-level option to automatically apply unused credits (credit notes, excess payments, retainers) to new invoices and/or bills. An ON/OFF toggle with choices “invoices”, “bills”, or “both” would save lots of manual work for

                                  • Zoho Books not working/loading

                                    Hi! I haven't been able to access/load Zoho Books for the past hours. I get a time out (and it is not due to my internet connection). Could you please check this asap? Thank you!

                                  • Custom Fields with Data Types for Expense and Payments Received in Zoho Books

                                    Hi all, We are glad to present to you, the option to create Custom Fields for the Expense and Payments received modules in Zoho Books. This also comes with an icing on top of it - Yes, the custom fields can now be created with different data types. Types like Text, Number, Decimal, Amount, Auto Number and Check Box are supported as of now. Rush to the gear icon at the top right corner, select 'More Settings', choose 'Preferences' in the left pane. Click the Expense/Payment preferences where you can

                                  • [Webinar] Automate sales and presales workflows with Writer

                                    Sales involves sharing a wide range of documents with customers across the presales, sales, and post-sales stages: NDAs, quotes, invoices, sales orders, and delivery paperwork. Generating and managing these documents manually slows down the overall sales

                                  • Zoho Cliq - Incident alert (Server outage - IN DC) | August 28

                                    We've received server down alerts and are currently investigating the issue (IN DC) to find the root cause. Our team is actively working to restore normal operations at the earliest. Status: Under investigation Start time: 09:44:21 AM IST Affected location:

                                  • Claude + MCP Server + Zoho CRM Integration – AI-Powered Sales Automation

                                    Hello Zoho Community 👋 I’m excited to share a recent integration we’ve worked on at OfficehubTech: ✅ Claude + MCP Server + Zoho CRM This integration connects Zoho CRM with Claude AI through our custom MCP Server, enabling intelligent AI-driven responses

                                  • How can I see content of system generated mails from zBooks?

                                    System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.

                                  • Limitations on editing a message in Cliq

                                    Hi I've checked the documentations and there's no mention of how many times a message can be edited. When trying with code, I get various numbers such as ~1000 edits or so. Please mention if there's a limit on how many times one can change a message via

                                  • Narrative 10: Assignment Rules - Streamlining Ticket Management

                                    Behind the scenes of a successful ticketing system: BTS Series Narrative 10: Assignment Rules - Streamlining Ticket Management In the complex world of customer support, a flood of incoming tickets can hit the help desk in seconds. Businesses must do more

                                  • Free webinar! Digitize recruitment and onboarding with Zoho Sign and Zoho Recruit

                                    Hello, Tired of being buried in onboarding paperwork? With the integration between Zoho Sign and Zoho Recruit, a powerful applicant tracking system, you can digitize and streamline the entire recruitment and onboarding process, all from one platform.

                                  • Custom form - Duplicate Value Present

                                    I am new to Zoho People. I create a new form on Zoho People quite simple. A date (by default the current date) and a radio button with 3 options (Yes, No, Not applicable) I defined the date as ‘No duplicate’ as only one entry by date is allowed. I added:

                                  • Zoho API connection issues

                                    Hi, Today at around 1930 GMT our application started experiencing intermittent timeouts from the Zoho API. These intermittent timeouts are not enabling our app to work properly. The API connection was working just fine before. HTTPSConnectionPool(host='www.zohoapis.com',

                                  • Query Regarding our Partnership between AIC-JKLU and Zoho

                                    Dear Zoho Team, I am writing to raise a concern on behalf of AIC-JKLU, one of Zoho’s incubator partners. Recently, our startups have been facing difficulties while trying to get themselves onboarded on Zoho through our dedicated partner link. Unfortunately,

                                  • Next Page