Set Up a Flow for Automatic Email Confirmations

Automatically send confirmation emails to your patients when a booking or cancellation happens.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To open, edit, or create a flow in Flow Builder:	Manage Flow
To create or change public email template folders:	Manage Public Classic Email Templates

Set up two classic email templates: one to send to the patient to confirm their appointment and another for the cancellation of their appointment.
Create an email alert for the Appointment Confirmation.
1. From Setup, in the Quick Find box, enter Email Alerts, then select Email Alerts.
2. Click New Email Alert.
3. Add a Description. We suggest Appointment Confirmation.
4. Add a Unique Name. We suggest Appointment_Confirmation.
5. Select the Service Appointment object.
6. Choose the Appointment Confirmation email template that you previously created.
7. In the Recipient Type search, select Owner, then add Service Appointment Owner to the Selected Recipients.
8. In the Recipient Type search, select Creator, then add Record Creator to the Selected Recipients.
9. Choose Current User’s Email Address as the From Email.
  Alternatively, set up a do-not-reply email address for this alert.
10. Save your work.
Create a record-triggered flow to automatically send an appointment confirmation email when the appointment is booked.
1. From Setup, in the Quick Find box, enter flows, and then select Flows.
2. Click New Flow.
3. Select Record-Triggered Flow, then click Create.
4. Select Service Appointment as the object.
5. Choose to trigger a flow when A record is created.
6. For Condition Requirements, select All conditions are met.
7. Add a Condition with these values:
  - Field: SchedStartTime
  - Operator: Is Null
  - Value: $GlobalConstant.False
8. Add another condition with these values:
  - Field: ContactID
  - Operator: Is Null
  - Value: $GlobalConstant.False
9. Add a Condition with these values:
  - Field: StatusCategory
  - Operator: Equals
  - Value: Scheduled
10. Optimize the Flow for Actions and Related Records.
11. Click Done.
12. Add an element. Choose Send Email Alert.
13. In the Action box, enter Appointment Confirmation.
14. Add a Label. We suggest Send Confirmation Email.
15. Add an API Name. We suggest Send_Confirmation_Email.
16. For Select Input Variables, choose {$Record.ID}.
17. Click Done
18. Save and activate the flow.
Create another record-triggered flow to automatically send an appointment cancellation email when the appointment is canceled. Follow the preceding steps and use these values:
- Condition:
  - Field: SchedStartTime
  - Operator: Is Null
  - Value: $GlobalConstant.False
- Condition:
  - Field: ContactID
  - Operator: Is Null
  - Value: $GlobalConstant.False
- Condition:
  - Field: StatusCategory
  - Operator: Equals
  - Value: Canceled
- Action: Appointment Cancellation
- Label: Send Cancellation Email
- API Name: Send_Cancellation_Email
Enable email tracking.
The appointment confirmation email includes personal health information about the patient. We suggest tracking these emails to ensure they’re received by the intended recipient.

Now your patients get an automated email alerting them when their appointment has been booked or canceled.

Health Cloud Administration

Set Up a Flow for Automatic Email Confirmations