A contact can book multiple appointments so the contact should be able to enter the workflow multiple times irrespective of Allow Re-entry or it being already present in the workflow.
For the remaining scenarios we will be using the below mentioned example.
Example:
Current Date: June 20
Appointment Date: June 25
Workflow Step: The contact is at the "Wait for 5 days" step.
Change: The customer cancels the appointment.
When the appointment is treated as "Cancelled" - If the appointment status is changed from New/Confirmed/Show to Cancel/Invalid/No Show then the appointment is treated as "Cancelled"
Result: The customer will be pulled out of the workflow, and no further actions will occur.
Why - As the contact has cancelled the appointment no further actions should be performed.
Example:
Current Date: June 20
Original Appointment Date: June 25
New Appointment Date: June 30
Workflow Step: The contact is at the "Wait for 5 days" step.
Change: The customer reschedules the appointment to June 30.
When the appointment is treated as "Rescheduled" - When there are changes in the "Start time" and "End time" of an appointment then it is treated as "Rescheduled"
Result: The customer will be pulled out of the workflow and based on the appropriate trigger it will re-enter the workflow.
Why - As the appointment has been rescheduled the contact should receive all the relevant communication based on the rescheduled time.
Explanation: Recurring appointments will not trigger entry through the "Customer Booked Appointment" trigger.
