Skip to content

No-Show Rebook Runner

Example prompt: "When reception marks an appointment as a no-show in our Google Sheet, draft a polite 'we missed you' email to the patient with two suggested rebook slots from my Calendar, and flag any patient with three or more no-shows to the practice manager in Slack."

The Problem

A no-show is two losses, not one. The slot the patient missed is already gone — but the bigger loss is the rebook that never gets chased because the front desk is busy and nobody owns the follow-up. A week later the patient has booked with somebody else, and the chronic no-shower comes back in three months and does it again because nobody had the awkward conversation about a deposit.

How GloriaMundo Solves It

We watch the practice's appointments sheet for a status change to 'No-show'. An integration step logs it to the no-show register, and a code step counts how many times this patient has no-showed in the last six months. For first or second offences, an LLM step drafts a warm 'we missed you' rebook email with two suggested slots pulled from the clinician's calendar — reception sends it from drafts. For third-and-beyond offences, the workflow does not draft to the patient at all; it routes a note to the practice manager's Slack with the no-show count and a suggestion to have the deposit conversation first. Slack messages identify the patient by patient_code only — no first names, no clinical detail (the procedure code lives on the register row, not in Slack) — with a secure link back to the sheet row or the Gmail draft, so the operator opens the full record where it lives, rather than scrolling Slack history for it. Glass Box preview shows the count, the drafted email, the two slots, and the routing decision before anything moves.

Example Workflow Steps

  1. Trigger (integration): A row in the 'Appointments' tab of the practice Google Sheet changes to status 'No-show'.
  2. Step 1 (integration): Append a row to the 'No-Show Register' tab with the patient code, date, clinician, procedure code, and an empty rebook_status.
  3. Step 2 (code): Count how many times this patient code has appeared in the register in the last 6 calendar months — no_show_count.
  4. Step 3 (integration): Look up the patient's first name, email, and deposit_required flag from the 'Patients' tab; look up the procedure duration from the 'Procedures' tab.
  5. Step 4 (integration): Read the next two available slots from the same clinician's Google Calendar matching the procedure duration, weekday business hours, next three weeks.
  6. Step 5 (conditional + llm): If no_show_count is 1 or 2, draft a warm Gmail with the two slots; set rebook_status to 'Draft awaiting send'. If 3+, do not draft to the patient — post to #practice-manager Slack instead and set rebook_status to 'PM review'.
  7. Step 6 (integration): For the draft path, post a one-liner in #front-desk Slack identifying the patient by patient_code only, with the clinician, the two slot times, and a secure link to the Gmail draft, so reception opens the full record where it lives. For the 3+ path, the #practice-manager Slack post follows the same pseudonymous pattern with a link back to the 'No-Show Register' row; the procedure code is on the linked register row, not in the Slack payload.

Integrations Used

  • Google Sheets — the 'Appointments' tab triggers the workflow; the 'No-Show Register', 'Patients', and 'Procedures' tabs hold the records and the lookups
  • Google Calendar — read-only access to the clinician's diary for the next two available slots
  • Gmail — the rebook email draft, left for reception to review and send
  • Slack — #front-desk for the routine cases, #practice-manager for the chronic no-show flag; both channels receive pseudonymous notifications (patient_code + secure link to the full record), not patient names or clinical detail

Who This Is For

Owner-operator clinics and small group practices where the no-show cost is real but a full booking platform's deposit-and-cancellation flow feels too aggressive for the patient relationship. Particularly useful for mental health, physio, aesthetics, and vet practices where most patients are not no-show risks and the chronic offenders are a small, identifiable group who need a different conversation rather than a different reminder cadence.

Time & Cost Saved

The rebook chase typically takes reception 5-10 minutes per no-show — looking up the patient, finding two slots, writing something that does not sound annoyed. On a busy week with five or six no-shows that is an hour gone, and half of them never get rebooked because the chase slips. This workflow puts a draft on reception's screen within minutes of the no-show being marked, and the rebook conversion lifts because the ask goes out the same day. The chronic-no-show flag is the second win — the deposit conversation happens once with the right patients, instead of never with everyone.