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Workflow Guide: Meeting and Appointment Reminders

This guide walks you through building a HubSpot workflow that sends WhatsApp reminders before meetings or appointments and lets contacts confirm, reschedule, or cancel directly within the conversation.

 

What This Workflow Does

Twenty-four hours before a scheduled meeting, the contact receives a WhatsApp message with their appointment details and a short form to confirm, reschedule, or cancel. Based on their response, the workflow updates the meeting record, notifies the relevant team member, and takes the appropriate follow-up action. If there is no response, a second reminder is sent on the morning of the meeting.

What You Will Need

  • A Flowella account connected to your HubSpot portal
  • A WhatsApp Flow template for meeting confirmation (confirm / reschedule / cancel)
  • A HubSpot contact property or meeting activity property storing the meeting date and time
  • The contact's WhatsApp phone number stored in international format

Step 1: Create Your Confirmation Form

Create a HubSpot form with:

  • Meeting Status — dropdown: "Confirmed", "Need to reschedule", "Need to cancel"
  • Preferred Alternative Time — single-line text (shown conditionally if they select reschedule)
  • Reason for Cancellation — single-line text (optional, shown conditionally if they select cancel)

In the Flowella app, connect this form and generate a WhatsApp Flow template. Suggested wording: "You have a meeting scheduled for at . Can you confirm you'll be there?"

Step 2: Create the Workflow

In HubSpot, go to Automations > Workflows and create a new Contact-based workflow.

Set the Trigger

Option A: Meeting-based trigger If your meetings are booked through HubSpot's meetings tool, you can trigger the workflow when a meeting is created or when a meeting date property is approaching.

Option B: Custom date property trigger If you store appointment dates as a custom contact property (e.g. "Next Appointment Date"), use this as the trigger with a date-based condition.

Option C: Enrolment from a booking workflow If contacts are booked through another workflow or integration, enrol them from that workflow.

Timing Delay

Add a Delay until a date action that pauses the workflow until 24 hours before the meeting. If using a custom date property, configure the delay to execute one day before the property value.

Step 3: Send the Reminder

Add a Send WhatsApp Template action (Flowella).

Configure:

Field Value
Contact Phone Number WhatsApp phone number property
Template Name Your meeting confirmation Flow template
Template Variable 1 First Name
Template Variable 2 Meeting date
Template Variable 3 Meeting time
Template Variable 4 Meeting host name or location

Step 4: Wait for the Response

Add a Delay until event occurs action:

  • Event: Flowella: WhatsApp Forms Integration: Form Completed
  • Maximum wait time: 20 hours (to leave time for a morning-of reminder if needed)

Step 5: Branch on the Response

Add a Branch action: Whether or not the event criteria were met.

Path A: Form Completed

Branch again using an If/then branch based on the Meeting Status property:

Confirmed:

  1. Set contact property — update "Meeting Confirmed" to "Yes"
  2. Send WhatsApp Message — "Great, see you then! If anything changes, just reply here."
  3. Optional: send a same-day reminder 2 hours before the meeting: "Just a reminder, your meeting is at today."

Need to Reschedule:

  1. Send WhatsApp Message — "No problem. We'll get a new time sorted for you."
  2. Create task — assigned to the meeting host with the contact's preferred alternative time
  3. Send internal notification — email the meeting host with the reschedule request
  4. Set contact property — update "Meeting Confirmed" to "Reschedule Requested"

Need to Cancel:

  1. Send WhatsApp Message — "Understood. We've noted the cancellation. If you'd like to rebook in future, just let us know."
  2. Create task — assigned to the meeting host with the cancellation reason
  3. Set contact property — update "Meeting Confirmed" to "Cancelled"
  4. Optional: enrol the contact in a re-engagement workflow after a delay

Path B: No Response

The contact did not complete the form within 20 hours.

  1. Send WhatsApp Message — a shorter, same-morning reminder: "Hi , just a quick reminder about your meeting today at . Reply 'yes' to confirm or let us know if you need to change anything."

  2. Delay until event occurs — Flowella: Text Reply (max 2 hours)

  3. Branch on reply:

    • If reply contains "yes", "confirm", or "confirmed": set as confirmed
    • If reply contains "cancel", "can't make it", or "reschedule": create task for the host
    • If no reply: create a task for the host to call and confirm, or proceed with the meeting as scheduled depending on your business practice

Workflow Diagram

Trigger: Meeting scheduled
    │
    ▼
Delay until 24 hours before meeting
    │
    ▼
Send WhatsApp Template (Confirmation Flow)
    │
    ▼
Delay until: Form Completed (max 20 hours)
    │
    ├── Form completed ──────────────────────────┐
    │                                             │
    │   Branch on status                          │
    │   ├── Confirmed → confirm message           │
    │   │   Optional: same-day reminder           │
    │   ├── Reschedule → create task + notify     │
    │   └── Cancel → acknowledge + create task    │
    │                                             │
    └── No response ─────────────────────────────┐
                                                  │
        Send morning-of reminder                  │
        Delay until: Text Reply (max 2 hours)     │
        Branch on reply content                   │
        ├── "yes" → confirm                       │
        ├── "cancel"/"reschedule" → create task   │
        └── No reply → create task or proceed     │

Variations

Multi-Person Meetings

If your meetings involve multiple contacts (e.g. a consultation with a couple or a group training session), create the workflow as a contact-based workflow but enrol all associated contacts. Each receives their own confirmation request independently.

Recurring Appointments

For businesses with regular appointments (e.g., physiotherapy, tutoring, personal training), set the workflow to re-enrol contacts whenever a new appointment date is set. Use the re-enrolment settings in the trigger configuration, and ensure the date property updates correctly for each new appointment.

Location-Specific Details

If you operate from multiple locations, include the location or address in the template variables. You can also add a directions link (Google Maps URL) in a follow-up WhatsApp message after confirmation.

Tips for This Workflow

Send the reminder at a sensible time. If the meeting is at 9 am, a reminder at 9 am the day before is ideal. If the meeting is at 3 pm, the morning of the day before works well. Avoid sending reminders late at night.

Make rescheduling easy. The biggest cause of no-shows is that people find it easier to simply not turn up than to go through a rescheduling process. By offering a one-tap reschedule option in WhatsApp, you dramatically reduce no-shows and retain the booking.

Track no-show rates. Use the "Meeting Confirmed" property to analyse confirmation rates and no-show rates over time. If confirmation rates are low, consider adjusting the timing or wording of your reminder.

Combine with calendar integrations. If you use HubSpot's meetings tool, the workflow can complement the existing email reminders HubSpot sends. WhatsApp reminders typically have much higher open and response rates than email.