Confirmation calls and attendance
Quick answer
To check a booking's confirmation:
- Open Bookings › Upcoming and select the booking.
- Read Attendance check and Attendance in the details.
- Select Resend confirmation to ask again.
No-shows cost time. Cypher S checks every upcoming appointment the day before it starts and asks the customer whether they can still make it. If they cannot, it offers to reschedule or cancel, so the slot can go to someone else. You do not need to switch anything on: the check runs for every booking with a way to reach the customer.
How the check works
- About 24 hours before an appointment, Cypher LM picks up the booking for its attendance check. Checks run every 15 minutes, so timing is approximate.
- If a phone number is connected to your account, the customer gave a phone number, and you have a live agent, your agent calls the customer. It confirms they will attend, and if they cannot, offers to reschedule or cancel using the booking tools.
- Otherwise, Cypher LM sends a reminder email with a confirmation link. The customer can select Yes, I'll be there, reschedule or cancel from their manage page.
- The answer is recorded on the booking straight away.
Bookings made less than 12 hours before they start are skipped: the booking confirmation the customer just received is enough.
On a confirmation call, the agent can only change the booking the call is about, so nobody can use the call to touch another customer's appointment.
See the status of a booking
Open a booking in Bookings to see two fields.
Attendance check | Meaning |
|---|---|
Scheduled for 24 hours before | The check has not run yet. |
Calling… | Your agent is calling the customer now. |
Confirmation call placed | The call was made. |
Asked by email (confirmation link) | The customer was emailed a confirmation link. |
Not needed | Skipped, for example because the booking was made close to its start time. |
Phone calls aren't set up yet, and there's no email to send a link to | There was no way to reach the customer. |
Couldn't ask | Something went wrong; the reason is shown. |
Attendance shows the result: Confirmed by the customer, Not confirmed yet or Customer can't make it, with how the answer came in, by email link, phone call or you.
Ask again or record the answer yourself
- Open the booking in Bookings › Upcoming, or select it in My calendar.
- Select Resend confirmation to send the check again. You see Confirmation sent again.
- If the customer tells you directly, use Reschedule or Cancel booking to update it yourself.
After the appointment
A day after an appointment ends, bookings settle on their own: if the customer confirmed, the booking becomes Attended; if they said they could not come, it becomes No-show. Bookings with no answer wait in Needs outcome until you choose Mark as attended or Mark as no-show. Marking outcomes keeps your booking history and analytics accurate.