Hi ​@Ali Afzal as both Jude and I spoke to you about on Friday, the recall automation, in general, is working as expected. The bug you are referring to only affects a very small amount of patients. (patients that pre-booked their recall appointment and didn't enter the recall automation to begin with, but then cancelled closer to the app time), these patients currently get stuck at stage 1 of the workflow and don’t go through the recall automation process. 

Adding patients who cancel back into the recall automation feature didn’t exist in Dentally at the start of 2024 and it’s a new feature addition. It is working for patients who have already been in the recall workflow previously but then cancelled; these patients will join the automation where they left off; due to this, we have kept the feature of cancelled patients being added back into the workflow even though we are aware of the bug you have mentioned. 

As with all cancelled patients, best practice is:
-Aim to rebook the patient while they are on the phone there and then
-Call all patients who cancelled the following week 
-If patients don’t answer, leave a VM and send an email 
-If the patient has short noticed cancelled a number of times, then refer back to your Cancelation Policy and mark the patient as ‘prevent app booking’ 

In regards to the specific bug you have mentioned, we are working on our recalls overall this year, and the bug will be taken care of in this process.