Field appointment confirmation
How do we confirm field appointments with the customer, send reminders that stop when done, and let them reschedule on the same link?
Make the confirmation a link that owns the appointment. When a field job is scheduled, Callvu prefills the appointment (the job, the window, the premise, the access notes) and sends the customer a confirmation by text or email under the consent on the account, with one link to confirm, add access details, or pick another slot from the live capacity; it chases a confirmation on a schedule that stops the moment the customer confirms or reschedules, sends the day-before and the on-the-way reminders, writes every confirmation, change and reminder to the work management system and the CIS, and frees a slot the customer releases so another job can take it.
In scopeSimpleCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The reminder went out the morning after the customer had rescheduled by phone, for a slot the technician no longer had.
A field appointment is a promise with two sides, and the utility's reminders usually run on a separate schedule from the booking: a text reminds the customer of a slot they cancelled; a customer who wants to change has to call and wait; a slot released by one customer is not offered to another; the technician arrives at a house where nobody expected them. Each no-access visit is a wasted truck roll and, under the service quality rules, sometimes a credit.
The appointment has a record in the work management system; the customer has a phone and a consent on file for texts; the capacity is known. A confirmation link that reads and writes the same record lets the customer confirm, add the gate code or change the slot, and the reminders follow the record, not a calendar. The TCPA sets the consent for the automated texts; the service quality rules set the windows.
The reminder that knows the appointment changed is the one worth sending.
How it runs
From the requestto the system of record.
A field job is scheduled (through the dispatch process or a service order). Callvu opens the confirmation for the appointment.
- Customer
- Confirms, adds access details or reschedules on the link, and receives the reminders.
- Scheduler
- Sees confirmations and changes in the work management system and decides exceptions in the Decision Desk.
- Callvu
- Prefills, sends, chases, reschedules from capacity and writes.
Prefill and send
The appointment is prefilled from the work management system (the job type, the window, the premise, the access notes on file, the technician's requirements); the confirmation goes by text or email under the account's consent, with one link to confirm, to add or correct access details (the gate code, the contact on the day, a pet), or to choose another slot.
Chase and verify the confirmation
An unconfirmed appointment is chased on the schedule (a second text, then a call where the policy says so) and the chase stops the moment the customer confirms or reschedules; a reschedule shows the live capacity for the job type and area, the customer picks, and the old slot is freed for another job; the access details entered are checked for what the job needs (a locked meter room needs a contact).
Remind
The day-before reminder and the on-the-way notice (with the technician's estimated arrival) are sent from the current record, so a changed appointment gets the right reminder and a cancelled one gets none; an appointment still unconfirmed at the cutoff goes to the scheduler in the Decision Desk with only the allowed outcomes (keep, call, release the slot).
Write back
Every confirmation, access detail, reschedule, release and reminder is written to the work management system and the CIS, the system of record for the customer, so the dispatcher and the technician see the current state and the kept-appointment record feeds the service quality report.
Where it ends: The customer confirmed or changed the appointment on one link, the reminders followed the record and stopped when they should, the freed slots went to other jobs, and the work system and the CIS hold the current state and the kept-appointment evidence. The Decision Trace shows the consent check and any scheduler decision; the Audit Trace shows each message, confirmation and change with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
A text or email with one link; the customer acts on their phone.
The back office
The scheduler sees confirmations and changes in the work management system and decides only the cutoff cases.
The Decision Desk
- An appointment still unconfirmed at the cutoff goes to the scheduler in the Decision Desk with the record and only keep, call, or release the slot.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
Can the customer reschedule without calling?
Yes, on the same link, from the live capacity for the job type and area; the old slot is freed for another job.
Do reminders stop when the customer confirms?
Yes. The chase stops on confirmation or change, and the day-before and on-the-way reminders are sent from the current record only.
What consent is needed for the texts?
The customer's prior express consent on the account under the TCPA; the send checks it and honors opt-outs.
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