No-Show Re-Engagement Workflow in HighLevel – Recover Missed Appointments
The no-show re-engagement workflow fires when an appointment status is changed to No-Showed in HighLevel. Immediately after the no-show is recorded, an SMS goes out: ‘Hi [First Name], we missed you today! Would you like to reschedule? Here’s our booking link: [Link].’ If there is no reply within 24 hours, a follow-up SMS or email tries again. A third touch 72 hours later completes the sequence. Without this automation, a no-show is a dead lead. With it, a significant percentage reschedule – recovering appointments that would otherwise be lost.
Why No-Shows Are a Recoverable Lead
A no-show is not the same as a disinterested lead. The contact chose to book – they had a genuine need and intention.
Life happens. They forgot. Something came up. They got busy. With a prompt, friendly follow-up, a significant portion will reschedule when given the chance.
Without automated follow-up, the no-show becomes a cold lead with no path back to the pipeline. With it, the appointment is recoverable.
Building the No-Show Workflow
Trigger: Appointment Status Changed, filtered to ‘No-Showed.’
Step 1: Wait 30 minutes (giving the appointment window time to fully close before the message goes out). Step 2: Send SMS – ‘Hi [First Name], we missed you at today’s appointment!
No worries. Would you like to reschedule? [Booking Link]’
Step 3: Wait 24 hours. Step 4: If/Else – has the contact replied? If yes, end the sequence. If no, send a follow-up SMS or email.
The Follow-Up Message Sequence
Day 1 SMS: ‘We missed you – reschedule here: [Link]’
Day 2 email: A warmer version – expressing that the team enjoyed meeting them (or was looking forward to it) and offering flexible scheduling options including a direct phone number.
Day 5 final touch: ‘Still interested? We have a few spots available this week – [booking link] or reply to this text.’
Adding a Pipeline Stage Update
Alongside the re-engagement messages, update the opportunity’s pipeline stage when the no-show is recorded – move from ‘Appointment Booked’ to ‘No-Show – Follow-Up Needed.’
This gives the team a visual indicator of no-shows that need attention on the Kanban board.
When a reschedule happens, a new appointment triggers the appointment confirmation workflow – automatically moving the stage back to ‘Appointment Booked.’
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