The conversation, step by step
These are the messages and questions in the template as it comes. Words in brackets are filled in from your business details or from the visitor's earlier answers. A visitor sees only the steps that match the buttons they choose, and you can change any wording, add steps or remove them in the flow builder.
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Hi [first name]! 📅 Just a friendly reminder about your [Appointment Type] with [Your Business Name].
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📆 When: [Appointment Date]
📍 Where: [Business Address]
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Can you still make it?
- ✅ Yes, I'll be there!
- 🔄 Need to reschedule
- ❌ Need to cancel
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Perfect! ✅ You're all confirmed for [Appointment Date].
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A few things to remember:
• Please arrive 5-10 minutes early
• Bring any relevant documents/info
• Our address: [Business Address]
See you soon! 👋
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The visitor is saved as a lead, tagged:
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No problem! Life happens. Let's find a better time for you.
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How would you like to reschedule?
- 📅 Online scheduler
- 📞 Call to reschedule
- 📝 Suggest a new time
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Here's our online scheduler:
[Reschedule Link (optional)]
Pick any time that works for you!
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Give us a call at [Business Phone] and we'll find a new time for you right away!
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What day/time works better for you?
The visitor types a reply.
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Got it! We'll check availability for [visitor's preferred time] and get back to you shortly to confirm.
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The visitor is saved as a lead, tagged:
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Thanks for letting us know, [first name]! We'll get you rescheduled ASAP. 👍
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I'm sorry to hear that! Are you sure you want to cancel?
- Yes, please cancel
- Actually, let me reschedule
- Never mind, I'll keep it
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No worries. Quick question - why are you canceling? (This helps us improve)
- Schedule conflict
- No longer need it
- Found another option
- Prefer not to say
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Would you like to reschedule for a different day instead of canceling?
- Yes, let's reschedule
- No, just cancel
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Thanks for letting us know. We'll cancel your appointment. We're sorry we couldn't see you this time!
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The visitor is saved as a lead, tagged:
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If you ever need us in the future, we're here for you. Take care, [first name]! 👋
What you get with each lead
Every lead this template collects appears in your Alma leads inbox with the answers the visitor gave and these tags, so you can sort and follow up: confirmed, appointment_confirmed, rescheduling, needs_new_appointment, cancelled, appointment_cancelled. Alma emails you when a new lead arrives. On the Growth plan and up you can also send leads to other software through Zapier, and the Agency plan adds webhooks.
Questions your flow does not cover
A template answers the paths it was built for. To answer other questions in the visitor's own words, add AI answering for $25 a month: it replies from business information you provide as text, which the Alma team loads into your bot. The article on how a knowledge base chatbot works explains what to write.