Let your customer choose and book their own appointment slot

You can invite your customer or prospect to make an appointment with you at a time convenient to them and when you're available. No more going back and forth to find a convenient time for a call or meeting and no more clashes. Once your customer makes an appointment, it'll be recorded on the lead. It can also trigger automated actions or simply notify the FLG user by email. The Appointments booking wizard is accessed by sending your customer a link to it via an email template variable. The page is mobile and tablet friendly so your customers can choose their appointment at a time and place most convenient to them.

Prerequisites

Appointments is used to arrange a date and time for your users to engage with your customers on an existing lead. A lead must therefore exist before you can invite your customer to book an appointment against it.

Appointments requires the user to connect their external calendar to FLG CRM. This is done through the profile menu in the bottom left corner of FLG CRM. Click Update profile > Calendar Settings > Open Calendar Settings. This element is powered by Cronofy.

Before you can ask your customer to make an appointment with you, an Appointment type must exist. This restricts your customer and ensures the appointment is created in a consistent way based on the correct duration, user or group and location. Click Settings > Appointments to create an appointment type. Access is controlled by the Administration permission “Enable user to manage appointment settings”. An Introduction to Appointments will tell you more.

Email a URL to your customer to book an appointment

This is done by adding an appointment booking URL to an email as a template variableWhen you send the email to your customer from FLG either manually, via a lead action or within a workflow, FLG creates a unique session for that appointment invitation based on the appointment type which links it back to a specific lead. The appointment booking URL is valid until the appointment is booked at which point it expires and can no longer be used.

To add an appointment booking URL to an email template:

  1. Click Settings > Templates and open an existing email template or create a new template by clicking Add New Template and selecting the lead group to associate the template with
  2. Click Insert template variable above the email template subject

  3. Expand the Appointment links section and go to where the descriptions start with "Link to..." and the variables are prefixed with APPT - APPT indicates that it is an appointment booking URL

  4. Place the cursor in the email editor subject or body at the point you want the appointment booking URL
  5. Click the name of the appointment type in the Appointment links section you want to invite your customer to book

  6. The appointment booking URL template variable will be inserted into your email template in { and } tags

  7. At the time of sending the email, the template variable is replaced with the appointing booking URL relating to the lead which your customer can open
  8. When your customer clicks the appointment booking URL in the email, they are shown a simplified Appointments booking wizard

To improve the look of your your email, it's best to hide your appointment booking URL behind a link. To do this in your email template editor:
  1. Type the text you want your customers to click to open the Appointments booking wizard. For instance, "Click here to make an appointment now!" where "here" will open the Appointments booking URL
  2. Add the appointment booking URL as a template variable into the body of the email or into another application to copy later
  3. Select the text you want to make into the link e.g. "here"
  4. Carefully copy the appointment booking URL template variable added earlier - do not copy any spaces or extra characters. Only copy from the opening { to the closing } e.g. {APPT_INITIAL_MORTGAGE_FACT_F}
  5. Click the link button in the template editor toolbar - this is at the start of the third group of controls on the second row

  6. On the Link Info tab of the Link popup, select <other> from the Protocol dropdown list. The Link Type should be left set as URL
  7. Copy the appointment booking URL template variable exactly into the URL box

  8. Click OK on the Link popup
  9. The text selected will now be a link

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