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

    • Function #25: Automatically generate purchase orders from a sales order

      We kicked off the "Function Fridays" series with the goal of helping you automate your everyday accounting tasks. As we delve into today's post, I'm delighted to announce that we're here to present the 25th custom function in this series. While it is

    • hiding a topic from all but one segment (or list)

      My organization sends out a number of newsletters using Zoho Campaigns. One of those newsletters is for volunteers. In order to become a volunteer, a person has to first go through our volunteer orientation (training). After that, they can receive newsletters

    • How do I set up this automation correctly?

      When contacts enter my Subscribers list, I want it to reference a custom field to see if it is empty. Then I want it to do two things: If empty: Assign a tag based on a different custom field. If that custom field is empty, assign a different tag. If

    • Function #62: Display associated Quote on Invoice details screen

      Hello everyone! Today, we are sharing a Related List script that makes it easy to view and access the quote from which an invoice was created right from the invoice details screen. This Related List displays the Quote number and Amount, allowing you to

    • Desk x CRM Integration

      Howdy! We currently use SalesIQ but we are considering moving across to Desk as it seems to have more functionality that we want. One of the pulls is the ability for our customers to self serve. But, I might be getting over excited and not actually need

    • Issue with Save & Share Link – Works for Others but Not Creator

      I’ve enabled the "Save and Share" feature in Zoho Forms, and it works correctly for all users accessing the public link—except for me (the form creator). Issue Details: When I save and share the link, recipients see a “no permission” error. The form is

    • Save the pdf report from a registration form in a Folder

      Through Zoho Forms I created a registration form with quite a lot of rules to handle different variables (TEAM types, payment in installments, etc.), and the result is pretty good. The automatic PDF that is sent to the respondent upon submission is already

    • zoho forms integration to zoho work drive

      Scenario: A user fills out a Zoho Form, entering details such as email, mobile number, and other required information, and uploads supporting documents like PAN, Aadhaar, etc. Upon submission, the data is available in Zoho Forms Reports. Requirement:

    • Zoho Forms to Zoho CRM Integration failed - can I restart it?

      The integration of Zoho Form to Zoho CRM has failed. Is there a way for me to restart it for the impacted entry?

    • insert an equation, but in document, it shows an image not available.

      I'm new to Zoho writer and used Zoho writer in desktop app version . When I inserted an equation, I got an image not available sign. Any help is appreciated. Thanks, Charles

    • Zoho Desk Android app update - Swipe action customization

      Hello everyone! We have brought in support for the swipe action customization in latest version(v2.9.13) of the Zoho Desk Android app update, enabling you to configure left and right swipe gestures on tickets to carry out the actions swiftly without opening

    • Import KB template OR Export template for zoho desk?

      Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible

    • XML format to import knowledgebase into Zoho Desk

      Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.

    • Zoho Desk integration with Power BI

      Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

    • Arranging Ticket Templates

      Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabetical

    • What they mean with "Portal"?

      I just downloaded this app to take my personal notes on digital art studio because it seemed to me the most comfortable app to do it, I use it very often, what do they mean by “no activity on your portal”? I have about 1 year of work here and I don't

    • favorites no longer listed

      Hello, I can no longer navigate to my Favorites from the pulldown at the top of my grid view (see attached screenshot). I wasn't able to find it anywhere! Please help me display my Favorites. Thank you!

    • Notecards Disappeared

      Got a new phone. Downloaded and signed in Zoho Notebook. Not finding the Note cards. Just Empty Note books. Frustrating.

    • Table Errors

      Hello, I'm new to Zoho Notebook and using it on several Mac/Apple devices. My question is regarding tables: Why do they become broken, and how to fix the error without retyping all my data? (Please see the screenshot attached.)

    • Online Calculator with Zoho Forms?

      I'd like to build a custom calculator on my website. Zoho Forms seems to offer all the fields for basic calculations performed live without pressing any "Calculate" buttons. Unfortunately, there is still that "Submit" button at the bottom. There is nothing

    • Zoho Tables instead of Zoho Creator Spreadsheet reports <3

      That would make my day for sure. Zoho Creator is create, but miss data entering as AirTable/Spreadsheet can. Seeing Zoho putting effort in this makes me think maybe one day we could see a similar interface for Zoho Creator spreadsheet reports. B.

    • Notebook Stack

      Hi Everyone I Hope you´re fine, I´m sorry if this idea was posted before (I made a search but I haven´t find anything related). So, Having the possibility of stacking notebooks would be an interesting way to order notebooks that correspond to the same

    • Writing on sketch cards is bugged when zoomed in

      When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

    • Swipe between notes on iPhone

      It'd be convenient if I could move from one note to the next in a notebook simply by swiping left to right.

    • Sales IQ chat is not working in signed android apk

      I have integrated ZOHO sales IQ support chat and i have followed each step and its working fine in my development build but when i create signed APK for it. Chat does not work in it and showing awaiting for detail. I previously asked the same query but

    • COQL order by COUNT not working

      Dear community, I am trying to get a list of deal amounts per planner working on it and sorted to get see who has the least amount of deals. For some reason, I am unable to use sort by in combination with a COUNT. My original code was: query = "select

    • I want to duplicate a report and name it something else

      Hi, I have created a report, and now want to reproduce it and call it something else. so that I will end up with TWO separate reports with different titles. Please tell me how do I copy / reproduce a report please

    • Zoho CRM: Sales Rep Professional Certification Program on Coursera

      We are happy to share that we have published the Zoho Sales Representative Professional Certificate in partnership with Coursera, a leading platform for online learning and career development that offers access to courses and degrees from leading universities

    • OS X Notebook quits immediately upon launch

      NoteBook for OS X (Sequoia, but also under Sonoma) always quits immediately upon launch (so I cannot use the "Attach user log" option). I've restarted my MacBook but the problem persists. If it helps, attached is a diagnostic report from Library>Log

    • Can External users upload files or images to WorkDrive?

      I want to know if it is possible for someone externally through a link and PW be able to upload files and images onto WorkDrive?

    • Multi-line fields character limits

      Is there a way to set the character limit higher on multi-line fields so that we are not losing information pasted into the field? When the text is entered or pasted, there is no error to say that the text is too large. After saving and going back to view most of the text is gone.   Also, when viewing the resume, the text is not wrapped in the multi line fields and can t be read without scrolling across the page.

    • Taz bot not working — What should I do to resolve this issue?

      I am experiencing issues with the Taz bot in Zoho Cliq—not receiving responses or it does not seem to work as expected. Could you please explain why the Taz bot might not be functioning and what steps I should take to resolve this issue? Thank you!

    • OneNote Migration

      I am trying to migrate two notebooks from OneNote. For five days now I have had no notification that migration has completed and the migration page show 50% complete - one notebook completed one not finished. It just stays like this. I am unable to cancel

    • Set various time slot reminders for task and event

      Hi I would like known if there is possibility to set various time reminders for a task or event like we have the possibility to do in google calendar or google task. For example I'am creating an event or task and I want to be alerted before 30min and

    • Zoho Calendar not functioning---cannot edit, add attendees, etc.

      Hello, My calendar is acting strange. I'm using Chrome as my browser and pop ups are not blocked (the calendar worked fine yesterday). When creating an event, I'm not able to "edit" the event and add attendees, etc. The link is non-responsive. I cannot

    • Spilt Axis for stacked column and line graph

      Each month around this time I prepare a business review deck. One of the biggest annoyances I have with Zoho, also happens to be something that most other platforms have provided for a long time now, and that is being able to create a chart with stacked

    • Pin a note on top

      Dear Zoho Notebook Team, Please highly consider adding ability to pin a note on top and arrange pinned notes. I have a lot of notes that I want to pin important ones on top and this feature is missing badly. Thank you.

    • Windows 11 app ver 2.2.8

      I have been trialing Zoho Notes syncing between my PC and iphone. No problems with iphone but the Windows 64 bit app ver 2.2.8 was very buggy and would lock up completely, needing a Control Alt Delete etc to close it down. It seemed to be connected to

    • Deluge Script: Onboarding → Access Form

      Hello everyone, Edit: Sorry, I think I put this topic in the wrong section. I’ve recently run into an issue that’s been giving me a bit of a headache for the past few weeks. Context: This is my first time using Deluge to create a script, but it’s not

    • Windows Device Authentication

      We have recently started using ManageEngine, and my boss saw a device management feature in the Zoho One directory. We thought it would either help give us more intergration into Zoho one through bringing ManageEngine services through Zoho one. Or, it

    • Next Page