Yes, most of it. When the technician marks a stop as no access, a workflow in GoHighLevel sends a text with a reschedule link, records whether the customer clicks it, and creates a call task if they do not. The bottom line: rebooking runs itself for customers who click, and your office only spends time on the ones who do not.
Why quarterly service depends on access
A Pest Management Professional magazine column by a quarterly residential pest control owner says exterior only treatments do not need someone home, but his model is quarterly and interior, so getting inside matters, and he wants the face to face visit every three months because it builds loyalty and lets clients report issues. His company sends new clients a thank you letter with the service day and time and a magnet, a reminder postcard two weeks ahead, a text and email 48 hours ahead, and a call the night before, and he says that during the pandemic no shows rose when customers started blowing off service hours before or at the door. That is one owner's account, but it shows the cost of a missed stop: a truck roll with no work and a quarterly cycle that slips.
How the flow runs
| Step | What happens |
|---|---|
| Technician finds nobody home | Marks the appointment No Show, or adds a tag such as No access |
| Immediately | Text and email: sorry we missed you, pick a new time here |
| Customer clicks | GoHighLevel records the click, and the customer books on your calendar |
| No click in 2 days | Task for the office to call |
| Booked | Tag removed, confirmation sent |
Build it in GoHighLevel
- Create a calendar for the service type and use its link as the target of a trigger link. GoHighLevel's trigger link pages say clicks are recorded on the contact's timeline and can fire workflows.
- Build a workflow with the Appointment Status trigger set to No Show, or a tag added trigger for No access.
- Add Send SMS and Send Email actions with the trigger link in the message body. The help page says the link must be in the message, not a custom value.
- Add a wait for the trigger link click, or a Wait of 2 days followed by an If/Else on whether the link was clicked.
- If not clicked, add a task for the office to call and a second text.
- Build a second workflow with the Trigger Link Clicked trigger, filtered to that link, that adds a tag Rebooking started.
GoHighLevel's Trigger Link Clicked page says the workflow starts for contacts who click the specified link, and that you can filter to the exact link. The Appointment Status trigger supports No Show, and the Update Appointment Status action can set the same status from a workflow.
What the workload looks like
For example, if a company runs 300 stops a week and 6 percent are no access, that is 18 missed stops (300 times 0.06). If half of those customers click the link, the office calls only 9.
Mistakes to avoid
- Sending a custom value as the link. It will not record the click.
- Skipping the office call. Some customers will never click.
- Not telling customers about access up front. Send the prep note with the reminder.
- Charging a missed visit fee without a contract term. State it in the agreement.
How this was handled before
Technicians left a door hanger and the office called the next day. Customers who saw the hanger often forgot to call. A text with a rebooking link reaches the customer within minutes, and the click tells the office who to call.
What to measure after launch
Track no access stops per week, links clicked, rebooked within 3 days, and calls made by the office. If rebooking is low, check whether the text arrives while the customer is still thinking about the missed visit, and shorten the delay.
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. Customers often see texts at work, so keep the message short and put the link first. This is general information, not legal advice.
Questions people ask
Can I see who clicked the reschedule link?
Yes. GoHighLevel records trigger link clicks on the contact's timeline.
Does a click mean the customer rebooked?
No. It means the link was opened. Check for a new appointment.
Which statuses can the appointment trigger use?
New, Confirmed, Cancelled, Showed Up, No Show, and Invalid, according to HighLevel help center pages.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.