HG Appointment Guide

Heavenly Greens — booking, changing & rescheduling on the HG Estimate calendar

Booking → Changing → Rescheduling
Resulting in CENTAH — record Sale / No Sale →
Start hereThe one-question fork Path 1Booking Path 2Changing Path 3Rescheduling

Quick navigation

  1. The one-question fork — the single thing that decides change vs. reschedule
  2. Booking a new appointment — create it, confirm it, verify the send
  3. Changing an appointment — edits that do NOT move the date or time
  4. Rescheduling an appointment — moving it to a new date or time
  5. Cheat sheet — the three paths at a glance

Related guide: Resulting in CENTAH — recording Sale / No Sale in the Costco portal after the appointment runs.

Start here — the one-question fork

Did the date or time move?

No → it's a Change

Nothing goes to the customer automatically. The reminders keep running on the same schedule. If the change matters to the member, you tell them yourself.

Yes → it's a Reschedule

AGM automatically sends a fresh confirmation and re-times every reminder to the new date. You just verify it went out.

The third path is Booking — a brand-new appointment, where the confirmation and reminder ladder build themselves the moment you save.

One trap that applies to both Change and Reschedule

The rep you put on the appointment becomes the contact's lead owner. The appointment's assigned user always overwrites the contact-level owner — so changing or rescheduling into a slot held by a different rep will silently reassign the lead. After any edit that touches the rep (or any reschedule on the round-robin calendar), re-check that the lead owner is still who you want.

Path 1

Booking a new appointment

Create it on the HG Estimate calendar — the confirmation and reminders build themselves.

What you do

  1. Open (or create) the contact and book from their record
  2. Pick the slot on the HG Estimate calendar and assign the rep
  3. Set status to Confirmed and save
  4. Verify the confirmation actually went out

1. Start from the contact record

Always start on the member's contact — never a naked calendar slot. The appointment has to bind to the right person. Find or create the contact, then add the appointment from their record.

 AGM — Contact
JM
J. Member
Costco lead · San Jose, CA
Book appointment
rendered previewThe "Book appointment" action on the contact record.

2. Pick the slot on the HG Estimate calendar

Choose an open slot on the HG Estimate calendar. Book it far enough out to clear the reminder window — the ladder needs at least about a day so the 24-hour reminder has room to fire.

 HG Estimate calendar
Mon
9:00
1:00
Tue
10:00
2:00 ✓
Wed
9:00
3:00
Thu
11:00
2:00
Fri
9:00
1:00
rendered previewSelecting an open estimate slot.

3. Assign the rep — this also sets the lead owner

Assign a rep who is on the HG Estimate calendar team. On a brand-new booking this is usually straightforward — just make sure it's the right rep, because that rep also becomes the contact's lead owner.

Remember: the appointment's assigned user always overwrites the contact's lead owner. On a new booking that's fine — just pick correctly the first time.
 Appointment details
Assigned to
Assigned rep ▾
= becomes the contact's lead owner
rendered previewThe assigned-user field on the appointment.

4. Set status to Confirmed, then save

Make sure the appointment status reads Confirmed. If it saves as Booked, flip it — the confirmation and reminder workflow keys off Confirmed.

 Appointment status
Booked → Confirmed ✓
rendered previewFlip Booked to Confirmed if needed.

5. The system takes over

The moment you save, the appointment confirmation & reminder workflow fires on its own.

What happens behind the scenes: confirmation email goes immediately, confirmation SMS five minutes later, reminders at 24 hours and 1 hour before the appointment, and an "appointment ran" check 30 minutes after the start time.
 Automated sends
On saveConfirmation email
+5 minConfirmation SMS
T−24hReminder
T−1hReminder
T+30m"Appointment ran" check
rendered previewThe automatic confirmation + reminder ladder.

6. Verify the confirmation went out

Open Conversations on the contact and confirm the confirmation email and SMS are there with the correct date and time. A background monitor double-checks this, but eyeball it yourself.

Then drop a quick timeline note: booked, the date/time, and the lead source. Done.
 Conversations
Emailjust now
Your estimate is confirmed for Tue 2:00 PM.
SMS+5 min
Heavenly Greens: you're booked for Tue 2:00 PM. Reply C to confirm.
rendered previewThe confirmation email + SMS in the contact's log.
Path 2

Changing an appointment

Edits that do NOT move the date or time — the rep, the notes, the service details.

What you do

  1. Open the appointment on the contact
  2. Make your edit — and leave the date and time alone
  3. Save
  4. Tell the member yourself if the change affects them
The key difference: because the date and time don't move, the system sends the customer nothing — no fresh confirmation. If the change matters to the member (a different rep is coming, a detail changed), you notify them manually.

1. Open the existing appointment, edit, keep the slot

Open the appointment on the contact and make your change — rep, notes, service details, whatever's needed. Do not touch the date or time. If you do, it becomes a reschedule (see Path 3) and the system will re-confirm with the customer.

 Appointment details
Date & time — leave as-is
Tue 2:00 PM 🔒
Notes (editing)
Gate code 4471; dog in yard
rendered previewEditing details while the date/time stays locked.

2. Watch the lead-owner trap

If you change the assigned rep, you are also changing the contact's lead owner — the appointment's assigned user always wins. Only change the rep if you genuinely mean to hand the lead over.

 Appointment details
Assigned to (changing)
A different rep ▾
⚠ this also reassigns the lead owner
rendered previewChanging the rep reassigns the lead.

3. Save — nothing auto-sends

What happens behind the scenes: because the start time didn't change, the reminder ladder keeps running on its original schedule and no new customer message is generated. This is by design — not a miss.
 After save
T−24hReminder — unchanged
T−1hReminder — unchanged
—No new confirmation sent
rendered previewReminders continue; no customer re-confirmation.

4. Tell the member if it matters, then note it

If the change affects the member, send them a quick message yourself — a call, text, or email. Then drop a timeline note: what changed and why.

 Contact timeline
Note
Reassigned to the covering rep (original rep out). Texted member to introduce them. Date unchanged.
rendered previewManual notice + timeline note.
Path 3

Rescheduling an appointment

Moving it to a new date or time — the system re-confirms and re-times everything for you.

What you do

  1. Open the appointment on the contact
  2. Move it to the new slot — never cancel and rebook
  3. Re-check the rep / lead owner
  4. Verify the fresh confirmation went out

1. Move the appointment — never cancel and rebook

Open the appointment and move it to the new date or time. Do not cancel it and create a new one. A reschedule re-anchors all the reminders automatically; cancel-and-rebook loses the history and can double-fire messages.

The whole rule: reschedule = move the existing appointment.
 HG Estimate calendar
Mon
9:00
Tue
2:00
Wed
3:00
Thu
11:00 ✓
Fri
1:00
rendered previewMoving the existing appointment to a new slot.

2. Re-check the rep — the trap bites hardest here

Whoever holds the new slot becomes the contact's lead owner. On a round-robin calendar, rescheduling can land the slot on a different rep and silently reassign the lead. After you move it, confirm the assigned user is still who you want owning the member.

 Appointment details
Assigned to (after move)
Round-robin rep ▾
⚠ confirm this is still the right owner
rendered previewRe-checking the owner after the move.

3. Save — the system re-confirms and re-times everything

What happens behind the scenes: on save, AGM re-anchors the whole reminder ladder to the new date and sends a fresh confirmation email + SMS for the new time — automatically. The customer gets exactly one re-confirmation (the old duplicate native email was switched off on this calendar).
 Re-anchored sends
On saveFresh confirmation email (new date)
+5 minFresh confirmation SMS
T−24hReminder — re-timed to new date
T−1hReminder — re-timed to new date
rendered previewEverything re-anchors to the new date.

4. Verify the fresh confirmation, then note the move

Open Conversations and confirm the new confirmation email/SMS landed, showing the new date and time. On this calendar the workflow is the only re-confirmation, so a silent miss matters — check it yourself.

Then note it: old date → new date and why, and re-check the owner one last time. No-show? Send the reschedule link — that's just another reschedule, loop back to step 1.
 Conversations
Emailjust now
Your estimate has moved to Thu 11:00 AM. See you then!
SMS+5 min
Heavenly Greens: your estimate is now Thu 11:00 AM. Reply C to confirm.
rendered previewThe fresh confirmation on the new date.

Cheat sheet — the three paths

Booking

  1. Open the contact
  2. Add appt on HG Estimate
  3. Assign rep = sets owner
  4. Status → Confirmed
  5. Save → auto confirm + reminders
  6. Verify the send

Changing — date stays

  1. Open the appt
  2. Edit — don't move the date
  3. Rep change = owner change
  4. Save → nothing auto-sends
  5. Tell the member yourself
  6. Note it

Rescheduling — date moves

  1. Open the appt
  2. MOVE it (never cancel+rebook)
  3. Re-check rep = owner
  4. Save → auto re-confirm + re-time
  5. Verify the fresh send
  6. Note old → new
Did the date move? No = Change (you tell them). Yes = Reschedule (the system tells them).
Heavenly Greens — HG Estimate calendar · Part of the HG Command Center · Powered by AGM Pro Tools