The Reminder Agent automatically sends appointment reminders after an appointment is booked. It delivers reminders through email and text before the appointment, tracks appointment confirmation status, and follows up with automated voice calls when appointments remain unconfirmed.
By automating reminders and confirmation follow-ups, businesses can reduce missed appointments, improve confirmation rates, and save front desk teams time spent contacting customers manually.
Before you begin
Make sure:
Appointment booking events are syncing from your connected CRM into Birdeye.
The required email and text reminder templates are available in Marketing Automation Templates.
The required location(s) are available for deploying the Reminder Agent.
Configure the Reminder Agent
Log in to your Birdeye account and then go to Front desk.
Select Agents, and then select Reminder Agent from the list.
You can create a reminder workflow using a pre-built template from the Library or build one manually.
Start with a workflow from the Library
You don't have to build your reminder workflow from scratch. The Library includes a ready-to-use workflow.
Click Use agent.
The workflow opens with the required steps already configured, and you can customize them as needed.
Configure the Reminder Agent workflow
The workflow builder opens with the agent details node. Click the agent name to configure the Agent name, Goals, Outcomes, and Locations where you want the agent to run.
To select locations, click the pencil icon and select the locations from the drawer that opens. Click Save when you're done.
1. Define when to trigger the Reminder Agent
Click the Trigger node, and then click the drop-down arrow.
In the screen that appears:
Select Appointment.
Select Appointment is booked.
Optionally, add conditions to further define when the Reminder Agent should run.
Click Save after configuring the trigger.
2. Schedule appointment reminders
After an appointment is booked, the Schedule Appointment Reminder action lets you configure one or more reminders to be sent before the appointment. For example, you can schedule reminders one week, three days, and one day before the appointment.
Click the Schedule Appointment Reminder action to configure the reminder sequence.
Under the action details, you can:
Action name and description: Update the action name and description to describe the purpose of the reminder action.
Tool: Schedule Appointment Reminder is selected by default. You don't need to change it.
Reminders: Add one or more reminders to the sequence and configure when each reminder should be sent before the appointment.
Channels: Select the channels through which you want to send the reminder: Email, Text, or Voice. You can select multiple channels to send the reminder through more than one channel.
Communication templates: Select the email template, text template, or voice script to use for the reminder. Available templates can be selected from the list.
3. Configure the delay
Use the Delay node to specify when the workflow should continue relative to the appointment date and time.
Under Delay, select Until a date property.
In the date field, select Appointment date and time.
Select Before to have the workflow proceed a specified amount of time before the appointment.
Specify how many days before the appointment the workflow should proceed.
Select the time of day when the workflow should proceed. You can use the user's time zone for the selected time.
For example, to have the workflow proceed one day before the appointment, select Appointment date and time → Before → 1 day, and then specify the desired time.
You can also select For a set amount of time to configure a delay in days, hours, or minutes, or use a calendar date when needed.
4. Configure conditions based on appointment status
The Based on Conditions node checks whether the appointment has been confirmed and routes the workflow to the appropriate branch. If no condition matches, the workflow follows the Fallback branch.
The Reminder Agent includes the following branch:
Appointment Not Confirmed: Routes the workflow to the next action when the appointment has not yet been confirmed.
5. Configure the Appointment Not Confirmed branch
If the appointment is not confirmed, the workflow proceeds to the Initiate Voice Call action. This action places an AI-powered outbound voice call to remind the customer about the upcoming appointment and request confirmation.
The action is preconfigured for unconfirmed appointments, but you can customize its settings if needed.
Click the Initiate Voice Call action to configure the call.
Under the action details, you can configure:
Action name and description: Update the name and description to describe the purpose of the call.
Tool: The Initiate Voice Call tool is selected by default. You don't need to change it.
Phone number: Select or configure the phone number that the agent should use for the outbound call.
Call settings: Configure the instructions, greeting, and other details that determine how the AI voice agent handles the conversation.
Voicemail: Configure the message the agent should leave if the customer does not answer.
Retry settings: Configure whether and when the agent should retry the call if the first attempt is unsuccessful.
The voice call returns an outcome, transcript, and summary, allowing you to review the result of the automated interaction.
6. Configure the fallback branch
If the appointment doesn't meet the Appointment Not Confirmed condition, the workflow follows the Fallback branch. Use this branch to send additional appointment reminders through email and text.
Click the Reminder Email action to configure the email reminder.
Select the email communication template to use for the reminder.
Configure the reminder content using the available template.
Next, click the Reminder Text action to configure the text reminder.
Select the text communication template to use for the reminder.
Configure the reminder content using the available template.
Create a workflow manually
If you prefer to build the Reminder Agent workflow from scratch, select Create manually. Then add the triggers, delays, conditions, and reminder actions that fit your appointment reminder workflow.
Activate the workflow
Once you've configured your reminder workflow:
Review the Trigger, appointment date/time, and Delay settings.
Verify the email, text, and voice reminder settings.
Review the appointment confirmation conditions and the Appointment Not Confirmed branch.
Review the Initiate Voice Call settings, including the phone number and call configuration.
Review the Fallback branch and reminder email and text settings.
Confirm the location(s) where you want to deploy the agent.
Click Activate.
Once activated, the workflow automatically sends appointment reminders and follows up with customers who haven't confirmed their appointments.
Track reminder outcomes
Monitor the performance of your Reminder Agent by reviewing reminder delivery and voice call outcomes. Click View details, then select Outcomes to see reminder status, appointment confirmation results, call outcomes, transcripts, and summaries for automated voice calls.