Considerations for Appointment Guidance Flow

Permission Assignments

Assign the appropriate permissions to the call center agents who run the flow. For details, see Create Call Center Agent and Care Coordinator Users.

Objects

• The Service Appointment object records the patient appointment.
• The Work Type object records the visit type.
• The Engagement Channel Work Type object records the channel of the appointment, such as in-person, phone, or video.

Workflow

• If no visit type is selected in the Intelligent Appointment Management console, you can set the visit type in the flow but you can't set the channel.
• If the visit type is selected in the Intelligent Appointment Management console and then the appointment guidance flow runs, then you can set the channel.
• If the engagement channel is invalid and the work type is correct, then the provider search runs automatically, but shows an error.
• If the appointment guidance flow sets a channel for the visit type, but the data for channels isn’t set up, the flow shows an error message.
• To verify patient prerequisites as part of the scheduling workflow, we recommend you use a separate flow distinct from your appointment guidance flow. Then link your prerequisites flow to a work type code set bundle so that it runs before a scheduler books an appointment for that work type. If a scheduler changes the patient selected on the appointment confirmation screen, a prerequisites flow linked to a work type runs for the newly selected patient. For details, see Verify Prerequisites for Appointments.