finnUse cases
An AI appointment follow-up journey that respects the customer.
Connect reminders, replies, and booking updates without confusing a message sent with an appointment confirmed.
Tomorrow’s schedule contains several unconfirmed appointments. A spa, dental practice, or massage business can use a defined follow-up journey to prepare contact, handle replies, and surface exceptions. The work starts with the current schedule, not yesterday’s exported list.
Select the right appointments.
Define the location, date range, booking state, and eligible contact method. Exclude canceled visits and people whose contact preferences prohibit the proposed message. Use the location’s time zone for both selection and sending.
Preview the selected records before activating a recurring Task. Include an appointment that has just been confirmed to check that the workflow does not contact it unnecessarily.
Send only what is needed.
Use approved wording that identifies the appointment and explains how to respond. Avoid including sensitive internal notes. Set permitted sending windows and frequency limits appropriate to the business.
For a dental practice, keep this journey administrative. Questions requiring clinical judgment should reach an appropriate professional through the practice’s established process.
Treat a reply as a new decision point.
A confirmation can update the booking through a supported action. A request to reschedule needs current availability and the customer’s choice before a change is committed. A request outside policy may need employee review.
Do not interpret silence as confirmation unless the business has explicitly established that meaning for the particular process. A delivered reminder only proves that the messaging step succeeded.
Review the exceptions and the result.
Show undelivered messages, ambiguous replies, and bookings still awaiting action to a named owner. Check that updates appear in the scheduling system before telling the customer the change is complete.
Use Finn Tasks for the recurring start and configured agent actions for the work. Measure confirmed appointments, useful rescheduling, opt-outs, and staff effort—not simply the number of messages sent.