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.



    • 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

    • Help - Zoho CRM notification on mobile (IOS/Android)

      Hello Community! Can I get the IOS/Andoid CRM app to notify me of events, calls, etc. due as I can with MANY other apps?   I am running the free Zoho I would like this to be native to the Zoho CRM app. I do not want to write a sep. mobile app

    • Zoho Books Idea - Include another field in Bank Details for Address

      Hi Books team, Currently use the Description field in the Bank Details to store the bank's address. This works fine but it would be great if you could add another field for Bank Address, so that other notes about the bank account could be stored in the

    • a question about the COQL API v8

      When I specify eight or more values in a WHERE IN clause and execute it, an error occurs. Is there a limit to the number of values that can be specified in a WHERE IN clause? ↓Error select * FROM Vendors WHERE (id in (1, 2, 3, 4, 5, 6, 7, 8, 9)) ↓Success

    • Zoho Books Idea - Bank Details Button on Banking

      Hi Books team, Sometimes I'm asked to share bank details with a customer or a colleague. So I go to the Banking Module, find the correct bank account, click Setting > Edit, then copy and paste the bank details. Wouldn't it be great if there was a button

    • JS SDK 8.0 – TypeError: Cannot read properties of undefined (reading 'getCacheStore') with sample code

      Hello Zoho Support Team, I’m integrating the Zoho CRM JavaScript SDK v8.0 and I’m getting the error below when running your official sample. I tested directly from: https://github.com/zoho/zohocrm-javascript-sdk-8.0/blob/main/samples/create_records_sample/create_records.js

    • Function #55: Convert multiple quotes to single SO using Custom Button

      Hello everyone, and welcome back to our series! In Zoho Books, after a quote is accepted by your customer, it can be converted into a sales order or an invoice. Often, a customer might have multiple quotes, and for easier billing or upon the customer's

    • Time based workflow without edit/action

      Hello I need help solving this problem if possible. We have Deals come into the CRM via Live Transfer which have the field properties: Stage = New Channel = Inbound Some of them don't get answered so we want these to automatically go into our Outbound

    • What's New - August 2025 | Zoho Backstage

      Every month, Zoho Backstage grows with you. These updates aren't just features and fixes, they're about making your workday smoother, your events more impactful, and your attendees happier. We’ve listened, learned, and shaped this release to keep things

    • prevent selling expired items

      Hello. I need to make a constraint on expired batch items not to be sold. Is it possible in Zoho Inventory? if so, then how? Thanks for further help.

    • Product details removed during update from other system

      We maintain our product details in an other system. These details are synchronized with Zoho at the end of each day, through an API. This has worked perfectly sofar. But last Monday, all product codes and some other product data have been wiped during

    • Client Customer

      I purchased a customer user license, but we cannot see the project I added in the customer account. I would like to ask for support on what we should do.

    • Add Ability to Use Zoho Finance Tags

      For Zoho Finance (Books and Inventory), the current actions do not allow us to affect the tags associated with the entities in question (customers, vendors, items, etc.). Please consider adding this functionality into the actions.

    • Embeded Signing doesn't work on Safari Browser

      We have implemented Zoho Sign in our website by using embeded signing, It works perfectly on Chrome. But it fails on Safari, We get stuck on Zoho Sign Page during redirection from Zoho Sign to our website after signing the document, Please let us know

    • Dataprep Webhook Limits and Cannot update column with Dataprep

      I have two problems : 1 - I am using Airflow to trigger my pipeline, and when I tested it, it worked fine a couple of times. However, after that, I received an error: {"code":429,"message":"Request rate limited"}. I didn’t send too many requests — maybe

    • New in Zoho Forms: Google reCAPTCHA v3 for smarter spam protection

      Hello form builders, Spam submissions are one of the biggest challenges when you share your forms online. They not only clutter your data but can also waste valuable time. To help you combat this without making life harder for genuine respondents, we’re

    • Project Management Bulletin: August, 2025

      We’ve touched a grand 19 years since we started pioneering project management solutions with Zoho Projects. What started as a simple one-page interface is now a suite of products with Zoho BugTracker, Zoho Sprints, and our new debut Zoho Projects Plus,

    • Zoho Sign and Zoho Workdrive Integration

      Hello, there. I want to know if it's possible to save a signed document from Zoho Sign in an specific folder for each signer in Zoho Workdrive.  For example: If John Doe signs the document in Zoho Sign I want to save it automatically in a folder named

    • How do you list multiple contacts for a lead?

      My sales team wants to be able to add additional contacts for leads, how do we do that? Is there a different way we should be using the lead / contact functionality? Moderation update (9th September 2025): Our developers have built an extension to achieve

    • Modifying Three Dot Menu Options

      Is there a way to modify the three dot menu options that display in a Report header? They currently display: Show As (List, Calendar, Timeline), Print, Import, Export. I'd like to remove the Show As and Print options, since they aren't applicable for

    • Field Not Updating in FSM Script - Service and Parts module.

      Dear Team, I am reaching out regarding a script I have implemented in Zoho FSM to automate the calculation of the End of Service date based on the End of Sale date in the Service and Parts module. Overview of the script: Fetches the End_of_Sale__C and

    • Zadarma + Zoho CRM Integration – Missed Calls Saved as Contacts Instead of Leads

      Hello everyone, I’m looking for input from anyone with experience using the Zadarma + Zoho CRM integration. Currently, I’m seeing that missed calls are automatically being created as Contacts instead of Leads. From a CRM perspective, this doesn’t make

    • Zoho Books | Product updates | September 2025

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From PayNow payment method to applying journal credits to invoices and bills in other locations, explore the updates designed to enhance your bookkeeping experience. Integrate

    • How to update Multiple Users field in Quote Module from Deal Module

      Scenario : Deal Module having Multiple User Field (Presales Engineer) which having more than 1 User and through Deluge Script I need to get that Users Details and need to put into Multiple User Field (Presales Engineer) of Quote Module. Note: Both Module

    • Clone a Module??

      I am giong to repurpose the Vendors module but would like to have a separate but very similar module for another group of contacts called Buyers. I have already repurposed Contacts to Sellers. Is it possible to clone (make a duplicate) module of Vendors

    • How to change the text in WhatsApp Zobot integrated to Zoho Booking?

      I have integrated Zoho Bookings into Zoho SalesIQ, I want to change the text in WhatsApp when creating a booking in Zobot how to change those text?

    • Updating Subform Record from other Form

      Just wanted to ask how to properly approach this. I have 2 forms and would like to trigger an auto update on the subform once record submitted. block below only updates 1 row for each recordRow in input.AV_System { AssetRecord = Site_Asset_Services[SOR_No

    • Zoho Books - Hide Convert to Sales Order if it can't be used.

      Hi Books team, I noticed that it is not possible to convert a Quote to a Sales Order when a Quote is not yet marked as accepted. My idea is to not show the Convert to Sales Order button when it is not possible to use it, or show it in a grey inactive

    • How do I bulk archive my projects in ZOHO projects

      Hi, I want to archive 50 Projects in one go. Can you please help me out , How can I do this? Thanks kapil

    • Cross-Data Center Collaboration and / Or allowing users to choose DC

      Dear Zoho Cliq Support Team, We are writing to request a significant enhancement to Zoho Cliq that would greatly benefit our geographically dispersed development team. Current Challenge: Currently, Zoho Cliq automatically routes users to specific data

    • New Mandatory One-Click Unsubscribe Link Overshadowing Custom Unsubscribe Link

      I was recently informed by Zoho CRM Support that they are now mandated by the large email service providers like Google and Yahoo to provide a one-click unsubscribe option in the header (not the body) of all mass emails. I have a custom unsubscribe link

    • Send / Send & Close keyboard shortcuts

      Hello! My team is so close to using Zoho Desk with just the keyboard. Keyboard shortcuts really help us to be more efficient -- saving a second or two over thousands of tickets adds up quickly. It seems like the keyboard shortcuts in Desk are only for

    • Is it possible to register webhooks in Zoho CRM using API?

      Hello, I am trying to register a webhook in Zoho CRM programmatically (using the API). Specifically, I want to register a webhook that is fired when new Contacts are created in the CRM. I was able to setup a webhook using the UI, by creating a rule that

    • Calls where the local audio is shared, have echo

      When another user is sharing their screen with audio, I get echo from my own voice. We tested this with multiple users, with different audio setups, and there's no obvious way to fix it. Is this a bug you could look into, or are we missing something?

    • Update application by uploading an updated DS file

      Is it possible? I have been working with AI on my desktop improving my application, and I have to keep copy pasting stuff... Would it be possible to import the DS file on top of an existing application to update the app accordingly?

    • Markdown support, code cells...

      Hi Zoho I'd like to vote for a feature that markdown is supported with: Headings Code highlighting Quoteblocks ... Furthermore a inline card(like inline sketch card) for special text like Code would be great. And just to add my vote as well for "Tags"!

    • Minimise chat when user navigates to new page

      When the user is in an active chat (chatbot) and is provide with an internal link, when they click the link to go to the internal page the chat opens again. This is not a good user experience. They have been sent the link to read what is on the page.

    • Zoho Projects app update: Voice notes for Tasks and Bugs module

      Hello everyone! In the latest version(v3.9.37) of the Zoho Projects Android app update, we have introduced voice notes for the Tasks and Bugs module. The voice notes can be added as an attachment or can be transcribed into text. Recording and attaching

    • zurl URL shortener Not working in Zoho social

      zurl URL shortener Not working in while creating a post in Zoho social

    • In the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to sh

      Hi In the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to show alert. How We can achive in Zoho CRm Using custom

    • Zoho Bookings know-how: A hands-on workshop series

      Hello! We’re conducting a hands-on workshop series to help simplify appointment scheduling for your business with Zoho Bookings. We’ll be covering various functionalities and showing how you can leverage them for your business across five different sessions.

    • Next Page