✅ Help Guide: Final Prep — Managing Appointment Cancellations & Confirmations in HighLevel

📌 Why This Matters

Before you activate your new system:

Properly managing cancellations prevents frustrated leads from getting irrelevant reminders.
Properly marking confirmed appointments ensures they receive the correct follow-up reminders and directions.
Keeps reporting and pipeline data clean and actionable.

🔁 1. How to Handle Cancelled Appointments

When a lead cancels (via text, phone, or DM), follow these steps to ensure accurate automation:

🔹 Option A: Cancel via the Appointment Tab

Go to Conversations in HighLevel.
Select the contact.
On the right-hand side, click the Appointments tab.
Find the appointment block.
At the bottom, change the Status from Confirmed to Cancelled.

✅ This action:

Moves the lead to the "Cancelled" stage in your pipeline.
Automatically removes them from all appointment reminder campaigns.
Enrolls them in the Cancellation Campaign.

🔹 Option B: Cancel via Pipeline View

If you're managing leads directly from the pipeline:

Go to Opportunities.
Drag the lead from their current stage into the Cancelled stage.

✅ This triggers the same automation as above and helps avoid leads getting incorrect reminders.

⚠️ Important:
If you don’t cancel the appointment properly, the system will continue to send reminders, which may irritate the lead and decrease future show-up rates.

✅ 2. How to Mark Appointments as Confirmed

If a lead confirms their appointment outside of automation (e.g., phone call to the gym, manual SMS), you need to tag them manually so the system stops unconfirmed outreach.

🔹 Confirm Using Tags

Go to the Contact record in HighLevel.
Under Tags, add the tag: confirmed.

✅ This:

Removes the lead from the Unconfirmed Appointment Reminders campaign.
Automatically adds them to the Confirmed Appointment Reminders (e.g., show magnet texts, map links, and appointment prep info).

🔹 Option B: Confirm via Pipeline

Go to Opportunities.
Drag the lead from the "Unconfirmed" stage to the "Confirmed" stage.

Either method works—the system will stop unconfirmed nurturing and initiate confirmed messaging immediately.

📅 Daily Checklist Before Going Live

Task	Purpose
✅ Update cancelled appointments	Stops reminders & starts rebooking automation
✅ Tag confirmed appointments	Ensures proper pre-appointment reminders
✅ Review your pipeline daily	Keeps lead statuses, reporting, and revenue data clean
✅ Shut off old campaigns	Avoids double nurturing during go-live

🎯 You're Almost Live!

Once you’ve practiced these two key habits:

✅ Cancel appointments when needed
✅ Tag or move leads to confirmed when appropriate

…you’re ready to shut off old systems and turn on your new automated lead nurture engine!

💡 Pro Tip: Add a sticky note at the front desk to “Tag Confirmed” and “Cancel in System” to keep your whole team on the same page.