Acuity appointment follow-up: a workflow planning guide

Availability note: Responsebird’s Zapier connection for this platform is currently marked coming soon on the Integrations page. This article is a workflow planning guide, not a live setup or supported integration. Check the current Integrations page on responsebird.com before choosing a connector.

Map appointment types to next steps

Different services may need different preparation, locations, or staff. List the appointment types that deserve a confirmation or reminder and specify the information a client needs for each. Check how your Acuity account represents changes and cancellations.

• Appointment type and duration
• Assigned staff member and location
• Reschedule or cancellation status

Make the message useful

A reminder should answer practical questions: when to arrive, where to go, what to bring, and how to change the appointment. Keep the client’s time zone in mind and avoid including private details that are not necessary for the reminder.

• Date, time, and time zone
• Location or preparation instructions
• Clear way to request a change

Avoid over-messaging

Set a small, consistent reminder schedule and honor the client’s channel preferences and consent. Define how opt-outs are recorded and who handles a message that requests a different time. A reminder plan should complement your existing appointment notices rather than duplicate them.

• Which system sends each notice?
• How are opt-outs and channel preferences honored?
• Who handles reschedule requests?

Test booking changes end to end

Test a new appointment, a reschedule, a cancellation, and an appointment in another time zone. Confirm that the latest status controls follow-up and that staff can see any reply requiring action. Review the wording with the people who deliver the service.

• Current event and correct client
• No reminder after cancellation or opt-out
• Clear staff owner for replies