User Guide: Appointment Status Automation

Last updated: January 15, 2026

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Overview

The Appointment Status Automation feature triggers automated actions when inspection appointment statuses change. This enables real-time notifications, record updates, and workflow progression without manual intervention.

Key Capabilities

• Automatic Notifications - Send emails when appointments are scheduled, completed, or cancelled
• Record Updates - Update permit records based on inspection outcomes
• Workflow Triggers - Advance permit status based on inspection results
• Integration Actions - Trigger external system updates

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Understanding Appointment Status Changes

Standard Appointment Statuses

Status Flow

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Configuring Status Automations

For Administrators

Navigate to: Automation Builder → Create New Automation

Step 1: Select Trigger

1. Choose "Appointment Status Change" trigger
2. Select which calendar/inspection type to monitor
3. Define the specific status change to trigger on

Trigger Configuration:

Step 2: Add Conditions (Optional)

Filter which appointments trigger the automation:

Example Conditions:

• Inspection Type = "Foundation Inspection"
• Priority = "Normal" (exclude emergency)
• Inspector = Specific inspector
• Time = Within business hours

Step 3: Define Actions

Add one or more actions to execute:

Available Action Types:

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Common Automation Examples

Example 1: Inspection Scheduled Confirmation

Trigger: Appointment Status → Scheduled

Actions:

1. Send email to applicant with:
   • Inspection type
   • Scheduled date and time
   • Property address
   • Inspector name
   • Preparation instructions
   • Cancellation/reschedule policy

Example 2: Inspection Passed - Update Permit

Trigger: Appointment Status → Passed

Actions:

1. Update permit record:

   • Set "[Inspection Type] Complete" = Yes
   • Update "Last Inspection Date" = Today
   • Update "Inspection Status" = Passed

2. If all required inspections passed:

   • Change permit status to "Ready for Final Review"

3. Send email to applicant:

   "Great news! Your [Inspection Type] inspection passed. Next steps: [instructions]"

Example 3: Inspection Failed - Request Corrections

Trigger: Appointment Status → Failed

Actions:

1. Update permit record:

   • Set "Inspection Status" = Failed
   • Add "Correction Required" flag

2. Create task for permit reviewer:

   • "Review failed inspection for [Permit Number]"
   • Assign to department supervisor

3. Send email to applicant:

   "Your [Inspection Type] inspection was not approved. Please review the inspector's comments and schedule a re-inspection after corrections are made."

4. Attach inspector notes and photos to permit record

Example 4: Reminder Before Inspection

Trigger: Scheduled → (Wait until 24 hours before appointment)

Actions:

1. Send reminder email:

   "Reminder: Your [Inspection Type] inspection is tomorrow at [Time]."

Example 5: No Show Follow-up

Trigger: Appointment Status → No Show

Actions:

1. Send email to applicant:

   "Our inspector arrived but was unable to perform the scheduled inspection. Please reschedule at your earliest convenience."

2. Update permit record:

   • Add "No Show" flag
   • Increment "No Show Count"

3. If No Show Count > 2:

   • Notify supervisor
   • Add permit to review queue

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Viewing Active Automations

Automation List

Navigate to: Automation Builder → Automations

View all active appointment status automations:

• Automation name
• Trigger description
• Status (Active/Inactive)
• Last triggered
• Run count

Testing Automations

Before activating:

1. Set automation to Test Mode
2. Trigger a test appointment status change
3. Review the Run History to verify actions
4. Check that notifications were sent correctly
5. Verify record updates were applied
6. Activate for production use

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For Staff: Understanding Automated Actions

Recognizing Automated Updates

When viewing permit records, you may see:

• Status changes with "System" as the modifier
• Notes added with "Automation" tag
• Timestamps indicating automated actions

Manual Override

If automation produces incorrect results:

1. Document the issue
2. Make manual corrections to the record
3. Report to administrator for automation adjustment
4. Automation will continue for future appointments

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For Citizens: What Happens Automatically

Notifications You May Receive

Based on your inspection appointments:

Opting Out of Notifications

To manage your notification preferences:

1. Log in to the Citizen Portal
2. Go to Profile → Notification Preferences
3. Toggle email preferences
4. Save changes

Note: Some critical notifications may always be sent for compliance.

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Troubleshooting

For Administrators

Q: Automation didn't trigger when status changed. A: Check:

1. Automation is set to "Active"
2. Trigger conditions match the status change
3. No condition filters excluded this appointment
4. Review Run History for errors

Q: Notifications are being sent to wrong recipients. A: Verify:

1. Email/phone fields in the action configuration
2. Applicant contact information in the permit
3. Dynamic field references are correct

Q: Record wasn't updated as expected. A: Check:

1. Field names match exactly
2. User has permission for the update
3. Record wasn't locked
4. Field type compatibility

For Staff

Q: I see a status change I didn't make. Was it automated? A: Yes, check the activity log for "System" as the modifier, indicating an automated action.

Q: Can I prevent automation from running for a specific appointment? A: Contact your administrator. Specific exclusions can be added to automation conditions.

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Best Practices

For Administrators

1. Test thoroughly - Use test mode before production
2. Clear naming - Name automations descriptively
3. Document logic - Add descriptions explaining the automation purpose
4. Monitor performance - Review run history regularly
5. Handle failures - Include error handling and notifications

Notification Guidelines

1. Don't over-notify - Consolidate where possible
2. Clear messaging - Use plain language in notifications
3. Actionable content - Tell recipients what to do next
4. Timing matters - Send reminders at appropriate intervals

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Related Features

• Automated Reminders & Confirmations - Notification details
• Inspection Result Recording - How results are submitted
• Permit Record Locking - Post-inspection locking

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Technical Notes

Trigger Configuration:

• New field added for automation triggers on appointment status
• Configurable per calendar and status combination
• Supports complex conditions with AND/OR logic

Action Execution:

• Actions execute asynchronously
• Failures logged with retry capability
• Webhook actions support POST/PUT methods

Component Location:

• Automation Builder: /apps/automation-builder-app/
• Trigger configuration: Workflow schema includes appointment triggers

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For additional assistance, contact your System Administrator.