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Automated client journey appointment reminders & follow-ups with Twilio

MarthMarth
301 views
2/3/2026
ScheduledReminderAutomationEmailSendGrid
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How It Works ⚙️

This workflow is a comprehensive, AI-powered system that acts as a virtual client relationship manager for any appointment-based business. It handles the entire client journey—from appointment booking to follow-up and re-engagement—all on autopilot.

  1. Appointment Trigger: The workflow starts when a new event is created in your Google Calendar.
  2. Client Data Management: It queries your client CRM database (Airtable or Google Sheets) to check if the client's email exists, preparing to send a personalized message.
  3. Dynamic Reminders: An If node splits the workflow. It sends a personalized welcome message for new clients and a standard reminder for returning clients, drastically reducing no-shows.
  4. Post-Appointment Follow-up: A Wait node pauses the workflow until after the appointment ends. It then sends a personalized "thank you" message via Twilio with a link to a review or survey.
  5. Re-engagement Loop: A separate Cron trigger runs weekly, automatically identifying clients who haven't rebooked in a set period (e.g., 30 days) and sends them a personalized offer to encourage them to return.
  6. Data Logging: It automatically logs all client data and engagement actions into a central database like Airtable or Google Sheets, creating a real-time dashboard for your business.

How to Set Up 🛠️

  1. Import the Workflow: Copy the provided workflow JSON and import it into your n8n instance.

  2. Configure Credentials:

    • Google Calendar: Add your OAuth2 credential.
    • Twilio: Add your API credentials.
    • Google Sheets / Airtable: Add your credentials for your chosen CRM.

  3. Customize Workflow Nodes:

    • Node 1 (Google Calendar Trigger): Select your Google Calendar credential and the calendar you use for bookings.
    • Node 2 (Google Sheets / Airtable): Connect to your client CRM. Adjust the filter to search by the client's email from the calendar event.
    • Node 4 & 5 (Twilio Reminders): Replace YOUR_TWILIO_NUMBER with your Twilio number. Customize the message body to fit your business.
    • Node 6 (Wait): Adjust the Wait Duration if you want to send the follow-up message at a different time after the appointment.
    • Node 7 (Twilio Follow-up): Replace the placeholder [LINK TO YOUR REVIEW/SURVEY PAGE] with your actual link.
    • Nodes 8, 9, 10 (Re-engagement Loop): This is an optional, high-value part of the workflow. Configure the Cron node to run on your desired schedule. Adjust the filter in the Find Clients node to your specific re-engagement criteria (e.g., last visit date is older than 30 days).

  4. Save & Activate: Once all settings and credentials are configured, save the workflow and click the "Inactive" toggle in the top-right corner to make it live.

Automated Client Journey: Appointment Reminders & Follow-ups with Twilio

This n8n workflow automates the process of sending appointment reminders and follow-up messages to clients using Google Calendar and Twilio. It ensures clients are well-informed about their upcoming appointments and receive timely post-appointment communication.

What it does

This workflow streamlines client communication by:

  1. Triggering on Schedule: Initiating the process at a predefined interval (e.g., daily, hourly).
  2. Reading Google Calendar Events: Fetching upcoming events from a specified Google Calendar.
  3. Filtering Events: Applying conditional logic to identify events that require a reminder or follow-up based on specific criteria (e.g., event summary, time until event).
  4. Sending Twilio SMS: Dispatching personalized SMS messages to clients via Twilio for reminders or follow-ups.
  5. Waiting for Follow-up: Introducing a delay (e.g., 24 hours) before sending a follow-up message.
  6. Logging to Google Sheets (Implied): While not explicitly connected in the provided JSON, the presence of a Google Sheets node suggests an intention to log or retrieve client data or communication history.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running n8n instance.
  • Google Calendar Account: Configured with the events you wish to manage.
  • Twilio Account: With an active phone number capable of sending SMS messages.
  • Google Sheets Account (Optional): If you intend to integrate with Google Sheets for data management.

Setup/Usage

  1. Import the Workflow:
    • Copy the provided JSON code.
    • In your n8n instance, click "New" in the workflows section.
    • Click the "Import from JSON" button and paste the workflow JSON.
  2. Configure Credentials:
    • Google Calendar Trigger: Set up your Google Calendar OAuth2 credentials to allow n8n to access your calendar events.
    • Twilio: Configure your Twilio Account SID and Auth Token credentials.
    • Google Sheets (Optional): If using the Google Sheets node, set up your Google Sheets OAuth2 credentials.
  3. Customize Nodes:
    • Schedule Trigger: Adjust the cron expression or interval to define how often the workflow should run.
    • Google Calendar Trigger: Specify the calendar ID and the time range for fetching events.
    • If: Modify the conditions within the "If" node to match your specific logic for sending reminders (e.g., "Event Summary contains 'Appointment'", "Start Time is within the next 24 hours").
    • Twilio: Customize the SMS message content, dynamically inserting client names, appointment times, and other details from the Google Calendar event data. Ensure the To phone number is correctly mapped from your event data.
    • Wait: Adjust the delay duration for follow-up messages as needed.
    • Google Sheets (Optional): Configure the sheet name, operation, and values if you plan to read from or write to a spreadsheet.
  4. Activate the Workflow: Once configured, activate the workflow to start automating your client communication.

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