Overview
The Business-Managed Journey maps the communication experience when appointments are created and managed by the business team rather than through customer self-service. This journey covers business-created appointments, customer notifications, service delivery, and relationship building through automated communications.
Business-Managed Communication Timeline
Journey Timeline
Phase 1: Business Creates Appointment (Day 1)
Business Creates Appointment
Business Action: Team member creates appointment for customer
Business Context: Customer may have called, visited, or been referred
Communication: None (business is in creation process)
Immediate Customer Notification
Trigger: Business creates appointment for customer
Message Type: Email - Appointment Created
Business Notification
Trigger: Business creates appointment
Message Type: Business Alert - Appointment Created
Phase 2: Pre-Appointment Communications (Days 2-6)
72 Hours Before Appointment
Trigger: 72 hours before appointment (if pre-authorisation enabled)
Message Type: Email - Pre-Auth Heads Up
24-48 Hours Before Appointment
Trigger: Configurable timing (typically 24-48 hours before)
Message Type: SMS + Email - Appointment Reminder
SMS Content:
Email Content:
Friday Reminder (if applicable)
Trigger: Every Friday for upcoming appointments
Message Type: SMS - Appointment Friday Reminder
Phase 3: Appointment Day
Morning of Appointment
Trigger: Morning of appointment (if early reminder enabled)
Message Type: SMS - Final Reminder
During Appointment
Business Notifications:
Appointment started notification
Progress updates (if configured)
Payment processing alerts
Customer Communications:
None (customer is with pet during service)
Phase 4: Post-Appointment Communications
Immediately After Service Completion
Trigger: Appointment marked as completed
Message Type: Email - Appointment Finalised
Payment Confirmation
Trigger: Payment successfully processed
Message Type: Email - Appointment Payment Succeeded
Business Communications During Journey
Appointment Creation Notifications
When: Business creates appointment for customer
Recipient: Business team
Service Progress Updates
When: Service is in progress
Recipient: Business team
Service Completion Notifications
When: Service is completed
Recipient: Business team
Communication Triggers
Automatic Triggers
Time-Based:
72 hours before: Pre-authorisation notification
24-48 hours before: Appointment reminder
Friday: Weekly reminder (if applicable)
Morning of: Final reminder (if enabled)
Immediately after: Service completion notification
Event-Based:
Appointment creation: Confirmation email
Payment processing: Payment confirmation
Service completion: Finalisation notification
Business actions: Team notifications
Conditional Triggers
Customer Behaviour:
Service preferences: Customised preparation instructions
Communication preferences: Channel selection
Booking history: Personalised service details
Business Rules:
Service-specific requirements: Custom preparation instructions
Team member assignments: Personalised service details
Payment processing: Pre-authorisation based on service type
Message Customisation
Template Variables
Pet Information:
#{{PetFirstName}}- Pet's first name#{{PetFullName}}- Pet's complete name#{{PetAnimalTypeEmoji}}- Pet type emoji (🐕, 🐱, etc.)
Appointment Details:
#{{ServiceLabel}}- Service name#{{StartTime}}- Appointment time#{{StartDate}}- Appointment date#{{TeamMemberName}}- Assigned team member#{{TotalPrice}}- Service cost
Business Information:
#{{BusinessName}}- Your business name#{{BusinessPhone}}- Contact number#{{AppointmentLink}}- Direct booking link
Service Information:
#{{ServiceDescription}}- Detailed service description#{{PreparationInstructions}}- Service preparation requirements#{{RequiredItems}}- Items customer needs to bring
Timing Configuration
Reminder Timing Options:
Weeks: 0-4 weeks before
Days: 0-7 days before
Hours: 0-23 hours before
Minutes: 0, 15, 30, 45 minutes before
Recommended Settings for Business-Managed Appointments:
48 hours before: Detailed preparation instructions
24 hours before: Standard reminder
Morning of: Final reminder (optional)
Customer Experience Benefits
Personalised Service
Benefits:
Business-created appointments feel more personal
Team member assignments are optimised
Service details are comprehensive
Preparation instructions are detailed
Professional Service
Benefits:
Automated communications feel professional
Consistent messaging builds trust
Detailed information shows attention to detail
Follow-up communications demonstrate care
Convenience
Benefits:
Business handles appointment creation
Automated reminders prevent forgotten appointments
Digital receipts for easy record-keeping
Online booking for future appointments
Business Value
Customer Acquisition
Benefits:
Business-created appointments build relationships
Personalised service creates loyalty
Review requests generate social proof
Operational Efficiency
Benefits:
Automated communications reduce manual work
Clear preparation instructions reduce confusion
Payment automation reduces administrative tasks
Follow-up communications increase rebooking rates
Customer Retention
Benefits:
Positive experience encourages return visits
Review requests generate testimonials
Special offers encourage future bookings
Troubleshooting
Common Issues
Customer Not Receiving Messages:
Verify email and phone number are correct
Check spam/junk folders for emails
Ensure customer hasn't opted out of notifications
Verify business notification settings
Payment Issues:
Check payment method is valid
Verify pre-authorisation settings
Ensure payment processing is configured
Contact support for technical issues
Best Practices
Message Content:
Keep messages clear and helpful
Include all necessary information
Use friendly, professional tone
Test messages before publishing
Timing Strategy:
Send reminders at appropriate intervals
Avoid overwhelming customers
Provide adequate preparation time
Follow up promptly after service
Related Documentation
For additional journey information:
Customer Journey Overview - Complete communication system overview
First-Time Customer Journey - New customer experience
Returning Customer Journey - Loyal customer communications
Problem Resolution Journey - Issue handling process
Cancellation Journey - Cancellation and rebooking process
Settings → Notifications - Configure message timing and content
Settings → Pro Automations - Set up automated workflows