Clinic appointment concierge

The challenge

Nearly a quarter of specialist appointments were no-shows. The SMS reminders were basically wallpaper at that point, and the front desk was still calling every patient the day before to double-check.

Solution design

A workflow runs every hour, checks the calendar, and sends reminders on whichever channel each patient actually reads. Every message has a signed link so rescheduling is one tap. When a slot opens up, the next person on the waitlist gets first shot at it over WhatsApp.

Architecture

flowchart LR
  A[Cron hourly] --> B[List Events 24h + 2h]
  B --> C[Load Channel Prefs]
  C --> D{Channel}
  D --> E[WhatsApp Template]
  D --> F[Twilio SMS]
  D --> G[SendGrid Email]
  E & F & G --> H[Log + Signed Reschedule Link]
  H --> I[Waitlist Auto-Offer]

Workflow screenshots