Set Up an Email Appointment Link for Guest Users

Confirm a guest user’s appointment with an automated email that includes a button to access your Experience Cloud site where they can access their video visit.

1. Set up the button in the email template to connect to your Experience site page where guest users fill out the Video Visits intake form.
   1. From Setup, in the Quick Find box, enter Email Templates, then select Classic Email Templates.
   2. Click Scheduled Video Call Details for Unauthenticated Users.
   3. Click Edit HTML Version.
   4. At the end of the html, look for class=”button”href=https://orgname.force.com/vcguests/s/?videocallinfo={!ServiceAppointment.ApptBookingInfoURL}””. Replace orgname with your org name.
      You can find your org name in the url when logged on to Salesforce.
   5. Save your work.
2. Create an email alert for the Appointment Confirmation.
   1. From Setup, in the Quick Find box, enter Email Alerts, then select Email Alerts.
   2. Click New Email Alert.
   3. Add a Description.
   4. Add a Unique Name.
   5. Select the Service Appointment object.
   6. Choose the Scheduled Video Call Details for Unauthenticated Users email template that you previously edited.
   7. For Recipient Type, choose Service Appointment Owner and Record Created as Selected Recipients.
   8. Choose Current User’s Email Address as the From Email.
      Alternatively, set up a do-not-reply email address for this alert.
   9. Save your changes.
3. Create a record-triggered flow to automatically send an appointment confirmation email when the appointment is booked.
   1. From Setup, in the Quick Find box, enter flows, and then select Flows.
   2. Click New Flow, and then click Start From Scratch.
   3. Select Record-Triggered Flow, then click Create.
   4. Select Service Appointment as the object.
   5. Choose to trigger a flow when A record is created or updated.
   6. For Condition Requirements, select All conditions are met (and).
   7. Add a Condition with these values: .
      • Field: SchedStartTime
      • Operator: Is Null
      • Value: $GlobalConstant.False
   8. Add another condition with these values:
      • Field: ContactID
      • Operator: Is Null
      • Value: $GlobalConstant.False
   9. Optimize the Flow for Actions and Related Records.
   10. Add an element. Choose Send Email Alert.
   11. In the Action box, enter Guest.Appointment Confirmation.
   12. Add a unique label.
   13. Add an API Name.
   14. For Select Input Variables, choose {$Record.ID}.
   15. Save and activate the flow.
4. To add a scheduled path and send an appointment reminder, create a version of the appointment confirmation flow. These steps create a flow that sends an email one day before the scheduled appointment.
   1. From Setup, in the Quick Find box, enter flows, and then select Flows.
   2. Click the label of the flow that you built for appointment confirmation.
   3. Click Save As.
   4. Click the A New Flow tab.
   5. Add a unique name for Flow Label.
   6. Use the default Flow API Name.
   7. Save your changes.
   8. Click the Start button to expand. Then click Add Scheduled Paths.
   9. Enter a name for Path Label. We suggest One Day Prior To Start.
   10. Use the default API Name.
   11. For Time Source, select ServiceAppointment:ScheduledStart.
   12. For Offset Number, select 1.
   13. For Offset Option, select Days Before
   14. In Advanced Options for Batch Size, enter 200.
   15. Save and activate your flow.
5. Enable email tracking.
   The appointment confirmation email with include personal health information about the patient. Tracking these emails is suggested to ensure they are received by the intended recipient.