What it is
Record outcome on a booked appointment records what really happened, with the evidence your team saw: "These observations do not verify funding, delivery or ownership." It applies at once, with no approval step, and the visit becomes Completed. QualiFlow never decides on its own that a customer didn't come.
How to use it
- Open the appointment on Visits and select Record outcome.
- Choose Attendance: Attended or Evidence-backed no-show.
- If attended, enter the Actual arrival (in the appointment's time zone), the Test drive (No test drive, Completed or Cancelled), the Visit outcome (Unknown, Did not buy or Bought) and a Visit result (Sold only with Bought).
- If attended, add any Customer objections, the Agreed next action, a manager-assistance reason, and the Review request consent if the customer agreed to be asked for feedback.
- Write the Staff/trusted evidence, for example "Customer did not arrive; called twice, no answer".
- Select Record evidenced outcome.
- To fix it later, select Correct outcome, change the facts and give the reason.
What the data means
A no-show can be recorded only on a booked appointment, only after it has ended, and only with evidence. It has no arrival, test drive, purchase or visit result, and saving it clears any review consent. Unknown attendance is never a no-show. Attendance can be recorded from 2 hours before the start.
When a no-show is recorded, the visit becomes Completed with the badge No-show, the staff, vehicle and bay holds are freed, and the appointment reminders journey can send its "Sorry we missed you today…" message 1 hour later, if it has a sender and the customer has a conversation.
Possible issues and fixes
I can't mark a no-show
Symptom: "Do not record a no-show before the appointment has ended." or another refusal.
Why: The appointment hasn't ended, it is a walk-in (use Did not buy there), it was cancelled, the evidence is empty, or attended-only facts are still filled in.
Fix: Wait until the end time, choose Evidence-backed no-show, clear the arrival, test drive and result, write the evidence and save.
How to check: The calendar badge reads No-show.
"This appointment has not started yet."
Symptom: You can't record that the customer attended.
Why: Attendance can be recorded from 2 hours before the start, and the arrival can't be in the future.
Fix: Record the outcome when the customer arrives, with the real Actual arrival.
How to check: The visit shows Attended.
The customer did come, but a no-show was recorded
Symptom: The outcome is wrong.
Why: Outcomes can be corrected, but only with a reason.
Fix: Select Correct outcome, fix the facts and give the reason. Freed holds aren't put back, and a "Sorry we missed you" message already sent can't be recalled: tell the customer yourself.
How to check: The badge changes to Attended and History shows the correction.
The "Sorry we missed you" message didn't go out
Symptom: No message followed a no-show.
Why: It needs an evidence-backed no-show on a booked appointment, the reminders journey on with a sender, and a conversation with the customer. It is never sent late.
Fix: Read the reason in the appointment's Appointment reminders panel, and message the customer yourself meanwhile.
How to check: The appointment's Reminder history shows the no-show step.
