Twilio Two-Way Appointment Confirm and Reschedule

Overview

This solution makes appointment reminders interactive over SMS using Twilio. A daily flow texts customers a reminder asking them to reply CONFIRM, RESCHEDULE, or CANCEL; a second flow receives the inbound reply through a webhook, updates the appointment status in Dataverse, emails staff when a customer wants to reschedule or cancel, and texts the customer an instant confirmation.

Why it matters: A one-way reminder doesn't capture intent. Two-way SMS lets customers act in seconds - cutting no-shows and the manual phone tag that comes with rescheduling.

Built and shipped Off (demo). Going live requires only connection authorization, environment-variable values, and pointing the Twilio inbound webhook at the reply-handler flow's URL.

Use Case

A clinic, advisory practice, or service team wants reminders that customers can act on by text - confirming, rescheduling, or cancelling - with the appointment record and staff updated automatically. Built as two flows in one solution so the outbound reminder and the inbound reply handling stay decoupled and independently maintainable.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Twilio	shared_twilio	SendMessage
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords UpdateRecord
Office 365 Outlook	shared_office365	SendEmailV2

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Bookings integration

On a reschedule, query Microsoft Bookings for real open slots and text them back to the customer.

Waitlist

On a cancel, offer the freed slot to a waitlisted customer.

Localized

Translate the reminder/auto-reply into the customer's language (e.g. via the Translator SMS service).

Reminder cadence

Change the Recurrence schedule and varLookaheadDays to remind further ahead or multiple times.

Staff channel

Swap the Outlook notification for a Teams message if the team prefers a channel.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@{toUpper(trim(coalesce(triggerFormDataValue('Body'),'')))}

flowlibs_attendeephone eq '<From>' and (flowlibs_reminderstatus eq 'ConfirmationSent' or flowlibs_reminderstatus eq 'Scheduled') and flowlibs_scheduledstart le @{addHours(utcNow(), variables('varMatchWindowHours'))}

@{concat('<?xml version="1.0" encoding="UTF-8"?><Response><Message>', variables('varReplyMessage'), '</Message></Response>')}

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