Appointment No Shows
You can use Lawmatics to track insightful statistics on your appointment show rates. These stats can be tracked by each appointment type individually, or for all of your appointments as a whole.
In order to make use of this reporting, you'll want to make sure you are labelling any appointments that end being a no show accordingly. To do this, you'll need to edit the appointment.
Appointments can be edited from the calendar, found under the CRM tab, by simply clicking on the appointment. Or you can also go to that matter's profile, and click the edit pencil on the appointment there.
Once you are editing the appointment, you will see a window that looks similar to the image below.
You will notice the No Showed? toggle, which has been highlighted above. For any appointments that no showed, make sure you edit the appointment, and turn that toggle on so it appears green, as shown in the image above. Then click Save in the bottom right corner.
Your no show statistics will be automatically tracked on our Analytics page, found under the Insights tab at the top of your screen.
Once you go to the Analytics page, your first step is to select a date range you wish to view, by selecting from the drop down in the top right corner. Then you will scroll down on the page until you arrive at the Appointment Stats section. The different elements in this graph are numbered in red, with an explanation for each below.
- Select which of your appointment types you would like to view on the graph. Or click the small X to clear the selected appointment type, viewing the stats for all appointments.
- Here you see an overview of your appointment stats for the timeframe that was selected on the top right corner of the analytics page. In the sample above, 6 total appointments were booked in the selected time frame, and 5 of them showed.
- The Show Rate calculates the percentage of your appointments that showed up within the timeframe selected.
- Of the matters that showed for appointments, this calculation displays what percentage of them have converted.
Note that the No Showed? button on the appointment, from the first image above, cannot be used to trigger automations. If you wish to have any automated workflows that trigger when a matter no shows an appointment, we suggest creating a pipeline stage or a custom field to mark your no shows in addition to that button shown above.
How can I trigger an automation when someone no shows an appointment?
The best way to do this is to create either a pipeline stage or a custom field for no shows. If you add a pipeline stage, you can simply drag and drop a matter into that stage, and then have an option that triggers using the match on fields entry condition, for when the Stage is equal to No Show. A custom field works similarly, you can make a true/false custom field, and then turn that field to true for any matters that no show. Your automation would once again trigger using the match on fields option, this time with that custom field selected as true.
If someone asks to reschedule, should I delete their appointment and create a new one or edit the one they already have?
We suggest editing the existing appointment. The system keeps a log of any edits/reschedules made to an appointment, so you will still have that history logged on their matter timeline.
Can I use the No Showed? option in a custom report?
No, you can't use this toggle on a custom report. The best way to include no show data in a custom report would be to use the custom field method described above.