When a patient cancels a dental appointment, the front desk must manually search a waitlist and contact multiple patients to fill the slot. This process is slow, error-prone, and often leaves operatories empty.
Automation instantly matches cancelled slots to waitlist patients, sends SMS offers, and confirms appointments without staff intervention. Open slots are filled faster and more consistently.
The full workflow, from trigger to completion.
A cancellation is logged in the schedule system. The automation platform detects the event and extracts appointment details (time, date, treatment type, dentist).
The automation queries the waitlist spreadsheet to find patients matching the cancelled appointment criteria (treatment type, preferred dentist, availability window).
The automation ranks matching waitlist patients by priority (date added, preferred time match, treatment urgency) and selects the top 3 candidates.
The automation sends an SMS to the first candidate with the open appointment details and a link to confirm or decline within 2 hours.
The automation waits for a response. If the patient confirms within 2 hours, the flow proceeds to booking. If no response or decline, the next candidate is contacted.
Once confirmed, the automation updates the schedule system with the new patient and removes them from the waitlist.
The automation sends a confirmation email with appointment details, reminders, and any pre-visit instructions.
The automation records the fill outcome (filled, time to fill, candidate rank) in a tracking log for reporting and continuous improvement.
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