This article covers everything ClinicMonk™ does between a consult call being booked and the call taking place — the confirmations, the reminders, and the record it creates in your pipeline.
What happens after the call, once you mark whether the person showed up, or not, or they cancel, is covered separately.
What starts it
A consult call booked on your consult calendar and confirmed.
Straight after the booking
Several things happen at once, most of them invisible to the person who booked.
In your pipeline:
The lead moves to, or is created in, Consult Booked.
They're tagged consultation booked.
Tidying up:
Any outcome tags left over from a previous consult — showed, no show, cancelled — are cleared, so this booking starts from a clean slate.
They're taken out of three other automations that would otherwise be talking to them at the same time. One of those is the 7-day check that reminds your team about leads sitting idle in In Communication. Once a consult is booked, that reminder no longer applies.
What everyone receives
Your clinic administrator gets an email, subject New Consultation Appointment Booked. It shows the appointment date and time and gives a secure link to your appointments list.
It contains no details about the person who booked. That's deliberate — client information never sits in an email inbox. Follow the link to see who it is.
The lead gets a text, straight away, confirming the call is booked and reading back the date and time.
And an email, subject Your consult call is confirmed, covering the same thing at a little more length, signed off with your clinic's name.
The reminders before the call
When | What they get |
3 days before | Email — What to expect on your consult call. Explains what will happen: you'll learn more about what they're looking for, answer their questions, and help them work out the next step. Repeats the date and time. |
1 day before | Email — How to get the most out of your call. Tells them they don't need to prepare anything, and suggests thinking about what feels hardest right now and what kind of support they've been hoping for. |
1 day before | Text — a short reminder that the call is tomorrow, with the time. |
2 hours before | Text — a one-line reminder with the time. |
Every one of these is timed off the appointment itself rather than the booking date, so moving the appointment moves the reminders with it.
Someone who books at short notice simply misses the reminders whose moment has already passed. Book two days out and there's no three-day email — the sequence picks up at the one-day mark.
After the call time passes
One hour after the appointment was due to end, ClinicMonk™ checks whether anyone has marked how it went.
If the outcome has been recorded — Showed, No Show, or Cancelled — nothing happens here. The follow-up for that outcome takes over.
If it hasn't, your clinic administrator gets an email, subject Did you forget to update a recent appointment?, asking for the appointment to be marked.
That email exists because nothing after the call runs until the outcome is marked. An unmarked appointment leaves the lead sitting in Consult Booked with no follow-up at all.