Automated Client Journey Appointment Reminders & Follow-ups with Twilio

How It Works ⚙️

This workflow is a comprehensive, AI-powered system that acts as a virtual client relationship manager for any appointment-based business. It handles the entire client journey—from appointment booking to follow-up and re-engagement—all on autopilot.

1. Appointment Trigger: The workflow starts when a new event is created in your Google Calendar.
2. Client Data Management: It queries your client CRM database (Airtable or Google Sheets) to check if the client's email exists, preparing to send a personalized message.
3. Dynamic Reminders: An If node splits the workflow. It sends a personalized welcome message for new clients and a standard reminder for returning clients, drastically reducing no-shows.
4. Post-Appointment Follow-up: A Wait node pauses the workflow until after the appointment ends. It then sends a personalized "thank you" message via Twilio with a link to a review or survey.
5. Re-engagement Loop: A separate Cron trigger runs weekly, automatically identifying clients who haven't rebooked in a set period (e.g., 30 days) and sends them a personalized offer to encourage them to return.
6. Data Logging: It automatically logs all client data and engagement actions into a central database like Airtable or Google Sheets, creating a real-time dashboard for your business.

How to Set Up 🛠️

1. Import the Workflow: Copy the provided workflow JSON and import it into your n8n instance.

2. Configure Credentials:

   • Google Calendar: Add your OAuth2 credential.
   • Twilio: Add your API credentials.
   • Google Sheets / Airtable: Add your credentials for your chosen CRM.

3. Customize Workflow Nodes:

   • Node 1 (Google Calendar Trigger): Select your Google Calendar credential and the calendar you use for bookings.
   • Node 2 (Google Sheets / Airtable): Connect to your client CRM. Adjust the filter to search by the client's email from the calendar event.
   • Node 4 & 5 (Twilio Reminders): Replace YOUR_TWILIO_NUMBER with your Twilio number. Customize the message body to fit your business.
   • Node 6 (Wait): Adjust the Wait Duration if you want to send the follow-up message at a different time after the appointment.
   • Node 7 (Twilio Follow-up): Replace the placeholder [LINK TO YOUR REVIEW/SURVEY PAGE] with your actual link.
   • Nodes 8, 9, 10 (Re-engagement Loop): This is an optional, high-value part of the workflow. Configure the Cron node to run on your desired schedule. Adjust the filter in the Find Clients node to your specific re-engagement criteria (e.g., last visit date is older than 30 days).

4. Save & Activate: Once all settings and credentials are configured, save the workflow and click the "Inactive" toggle in the top-right corner to make it live.