A workflow in GoHighLevel can mark the visit Cancelled, text a short list of patients who asked for earlier times, and give the slot to the first who accepts. The bottom line: the value is speed, because a canceled chair hour is only worth recovering if someone can fill it the same day, and the rules that matter are consent and a fair way to choose who gets the slot.
Why it matters
The ADA Health Policy Institute's poll, reported by Becker's Dental, found that 82.7 percent of dentists cited late cancellations and no shows within 24 hours as a top barrier to full schedules. Reminders reduce them, and our reminder guide covers the evidence, but some cancellations will still happen, and the practice can recover part of the loss with a waitlist.
How it works
| Step | What happens |
|---|---|
| Patient cancels | Status becomes Cancelled, by staff or the Update Appointment Status action |
| Within minutes | Workflow texts the first patients on the waitlist, with the slot time |
| First yes | A one time booking link or a reply confirms the slot, and the workflow tells the others it is taken |
| No taker in 30 minutes | Text the next group, and create a task for the front desk |
| Slot filled | Original patient gets a reschedule text, and the filled patient gets a confirmation |
Who is on the list
A Smart List is a saved filter, according to a third party guide, so the waitlist can be patients tagged ASAP list who asked to be called for earlier slots, with a documented texting preference and no opt out, and a visit type that matches the slot. Add them with a form on the website or a tag from the front desk. A patient who is on the list agrees to hear from the practice about openings, and that consent should be written into the form.
Fees and fairness
A cancellation fee is a policy and payer question. Dental practices commonly state a notice window and a fee in the financial policy, and contracts with dental plans may limit what can be billed to patients, so confirm with your billing lead and counsel before charging. The waitlist should be first to accept, not first to be asked, so the offer goes to several people at once and the workflow closes the slot to the rest once someone takes it.
Build it in GoHighLevel
HighLevel help center pages describe the Appointment Status trigger as firing when an appointment is created or its status changes, with statuses New, Confirmed, Cancelled, Showed Up, No Show, and Invalid, and with filters for calendar, calendar group, tag, user, and who made the change (customer, user, or API). The Update Appointment Status action can set the same statuses from inside a workflow. A third party agency guide adds that Appointment Status is now the main appointment trigger and the older Customer Booked Appointment trigger is being phased out, so use Appointment Status for new builds.
- Build a workflow with the Appointment Status trigger set to Cancelled for the practice calendars.
- Add an If/Else on how soon the visit is. If it is within 48 hours, start the offer.
- Create a Smart List of patients tagged ASAP list with a matching visit type and texting preference, and add a limit of the first 5.
- Send the offer with the one time booking link action, so the first patient to book takes the slot.
- Use Stop on Response and a tag, Slot offer sent, so a patient is not offered two slots at once.
- After 30 minutes, if the slot is still open, add the next 5 patients and create a front desk task.
- Send the original patient a reschedule text, with generic wording.
Worked example
For example, a practice with 25 short notice cancellations a month that fills 10 from the list recovers 10 chair hours (10 times 1). At a hygiene visit value of $150, that is $1,500 a month (10 times 150), a number to replace with the practice's own.
Mistakes to avoid
- Offering the slot to one person at a time. The slot sits empty.
- No consent for the list. Put it on the signup form.
- Naming the procedure in the offer. Keep it generic.
- Charging a fee without a written policy. Confirm payer rules first.
How this was handled before
The front desk kept an ASAP list on paper and phoned patients one at a time when a slot opened. By the time the third call went out, the slot was often gone. A text to several patients at once with a first to accept link removes the delay.
What to measure after launch
Track cancellations, offers sent, slots filled, time to fill, and patients on the list. Prune the list quarterly and ask patients to confirm they still want to be on it.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Have your billing lead and privacy officer approve the policy and the offer wording. This is general information, not legal advice.
Questions people ask
Can the workflow change the appointment status?
GoHighLevel's actions list includes Update Appointment Status.
How should the slot be offered?
To several waitlist patients at once, with a one time link so the first to accept gets it.
Can a practice charge for a cancellation?
Often under a written policy, but payer contracts may limit it. Confirm with your billing lead.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.