Automatic Confirmation Calls and Callbacks

The AI receptionist already places a call when a team member presses Call with AI on a thread, or when a workflow's AI Call step asks it to. The calls and texts it can place without anyone asking live under Automation & AI → AI Assistant → Automatic Calls & Texts. Each one is off until you switch it on, each uses the same voice, booking rules and credits as every other AI call, and each becomes one text instead when Answer Phone Calls is off.

Confirm unconfirmed appointmentsCopy a link to this section

Turn on Confirm Unconfirmed Appointments and pick How Far Ahead (4, 12, 24, 48 or 72 hours; 24 by default). Inside that lead, every appointment whose client has not yet confirmed, declined or arrived gets one call: the receptionist greets the client by name, says it is the shop's AI assistant, names the appointment (day, time, service, professional) and asks whether they are coming.

• A yes confirms the appointment, the same confirmation the reminder's link sets, so the calendar shows it as confirmed.
• "Can we do Thursday instead?" moves it through the usual rescheduling rules, from your real availability.
• "I can't make it" cancels it, and the freed slot goes to the waitlist (see below).

One attempt per appointment, never more: a call that goes to voicemail is not retried, and an appointment confirmed in the meantime is left alone. A confirmation that would fall in quiet hours waits for the window to open; one the window cannot open for in time (an appointment early tomorrow morning, with a window that opens at nine) is skipped rather than placed too close to the visit. The call shows on the client's thread like any AI call, with what the client said and what was done.

Fill a cancellation from the waitlistCopy a link to this section

Turn on Fill Cancellations From the Waitlist. When an appointment is cancelled and clients are waiting for that time, the receptionist calls the first of them (in the order they joined, one entry per client) and offers exactly that slot. A yes books it on the spot; a no, or no answer, and the next client is contacted eight minutes later, as long as the slot is still open. The round stops the moment the slot is taken, and after five clients at most. The built-in Appointment Waitlist Notifications text still goes out as before; this is in addition to it, for shops that would rather offer the time to one person at a time.

Text or call back after a missed callCopy a link to this section

A caller who hangs up before the receptionist answers, or whose transfer to a team member rings out, is a client you nearly had. Turn on Text Back After a Missed Call and they get one text within a minute: "Sorry we missed your call! This is Percy, Glow's AI assistant. Want me to book you in, or help with anything else? Just reply here." Their reply lands in the inbox, where the receptionist answers it as any other text.

Turn on Call Back After a Missed Call (shown once Answer Phone Calls is on) and the receptionist rings them back instead, apologises, asks what they were calling about and helps; if the call cannot be placed, the text goes instead. Either way:

• at most one follow-up per caller per day;
• never to a blocked client, one with the assistant switched off, or one who opted out of calls and texts;
• never when the thread already got a text about the call (the "the team will call you back" text after an unanswered transfer, or the booking link after a dead ring);
• never when the caller already has an upcoming appointment that the thread shows the call was about, such as a reminder they were replying to.

Remind before a hold expires, and follow up afterCopy a link to this section

When a booking needs a deposit, the slot is held until it is paid (see Require deposits and prepayment), and released if the deadline passes unpaid. Two switches have the receptionist chase it.

Turn on Remind Before a Hold Expires and pick How Long Before (5, 10, 15 or 30 minutes; 5 by default). Shortly before the hold runs out, the client gets one text: "Hi Ana, this is Percy, Glow's AI assistant. Your appointment on Friday at 3:00 PM is held until 2:45 PM. Pay the deposit here to keep it: …" with the payment link they were already sent. The receptionist never creates a new link: if the old one is no longer live, the text asks them to reply for it instead.

• One reminder per hold, a multi-professional booking included; never once the deposit is paid.
• A hold placed only a few minutes earlier is not reminded straight away, so the client is not texted right on top of the link.
• Never in quiet hours, and never to a client who opted out of texts or is blocked.

Turn on Follow Up After a Hold Lapses and, about a minute after a held booking is released (after the usual "your hold expired" message), the receptionist calls the client: it says the hold ran out, offers the same time again if it is still free, or the next available one with the same service and professional if not, and books it on a yes, asking for the deposit again as usual. When Answer Phone Calls is off, or the client turned calls off, it texts the same offer instead and answers the reply in the inbox.

• Once per lapsed hold. A hold released in quiet hours is followed up when the window opens.
• Nothing goes out if the client has booked again since the hold was released.
• The same consent, block and credit rules as every other call here apply.

Quiet hours and location groupsCopy a link to this section

Send Between sets the window these calls and texts may go out in, in the location's own time zone. Leave both bounds blank and the window follows your workflow quiet hours (nine to eight by default). A confirmation due in the night waits for the morning; a missed call at eleven at night gets its text at the start of the window, as does a hold that lapses overnight. A hold reminder is the exception: it cannot wait past the deadline, so one due in quiet hours is skipped.

In a location group, every switch here is saved per location, and the appointments, waitlist and numbers of each location are handled on their own. A location that never opened this section follows the group's settings, edited from the group's AI Assistant page; a location with settings of its own keeps them.

What it costs, and who sees itCopy a link to this section

Each call is metered like any AI call (see Who can message and spend credits), and a call the credit pool cannot carry is not placed, with the text sent instead where the switch allows one. Every attempt, placed or skipped, is recorded on the client's thread: the call with its outcome, the text as a message, and a skipped attempt with its reason, so you can see why a client was not contacted.