How to Confirm Pre-Scheduled Appointments

Learn how to confirm pre-scheduled service appointments to convert leads into official appointments and ensure you receive proper credit.

June 24, 2026 By Jade Moreno

This guide explains how to confirm pre-scheduled service appointments so they convert from leads into official appointments. Following this process daily ensures you receive proper credit for the future appointments you book. Ex. a customer's first service appointment (booked 6 months out) after a new/used vehicle sale.

This applies to service schedulers and BDC agents responsible for booking and managing customer appointments. You should perform this task daily to manage appointments exactly two weeks ahead in your workflow.

Make it a daily habit to look two weeks ahead in your schedule. Following up on unconfirmed pre-scheduled appointments ensures they convert to official appointments and that you receive credit for setting them up.

Navigate to upcoming appointments

Step #1: Click the date navigation control in the scheduling header to open the calendar. — Click the date navigation control in the scheduling header to open the calendar.

Step #2: Select the date exactly two weeks from today. — Select the date exactly two weeks from today.

Confirm appointment leads

Appointments set more than three months in advance (such as those from sales follow-up campaigns) initially appear in the Lead column. They remain unofficial until confirmed.

Step #3: Locate an appointment in the Lead column and click Appointment Details to view the customer information and see which team member created it. — Locate an appointment in the **Lead** column and click **Appointment Details** to view the customer information and see which team member created it.

If you are the team member who created the appointment, contact the customer via call or text. Confirm that the date and time still work, ask if they need a loaner vehicle or pickup, and note any necessary edits.

Step #4: Make any required updates to the appointment and click to confirm it. — Make any required updates to the appointment and click to confirm it.

Once confirmed, the lead moves to the standard scheduling workbook. When the customer arrives for their appointment, you will receive full credit.

Q: What happens if the customer confirms the appointment themselves?

A: Customers receive automated text and email reminders multiple times for these leads leading up the actual appointment date. If they confirm the appointment or change the time on their own, you will still receive full credit for setting the original lead when they show up.

Q: How often should I check for unconfirmed leads?

A: You should check every day. By consistently looking exactly two weeks ahead, you only need to make a few calls each day to ensure all upcoming leads are contacted and confirmed.

Term	Definition
Pre-scheduled appointment	A service appointment set more than three months in advance, typically during a post-sale campaign.
Lead column	The section of the scheduling dashboard where unconfirmed future appointments are temporarily held until confirmed.
Workbook	The main scheduling grid that displays confirmed, official service appointments organized by time slot.

Confirm appointment leads

Appointments set more than three months in advance (such as those from sales follow-up campaigns) initially appear in the Lead column. They remain unofficial until confirmed.

Once confirmed, the lead moves to the standard scheduling workbook. When the customer arrives for their appointment, you will receive full credit.

Q: What happens if the customer confirms the appointment themselves?

Q: How often should I check for unconfirmed leads?

A: You should check every day. By consistently looking exactly two weeks ahead, you only need to make a few calls each day to ensure all upcoming leads are contacted and confirmed.

Term

Definition

Pre-scheduled appointment

A service appointment set more than three months in advance, typically during a post-sale campaign.

Lead column

The section of the scheduling dashboard where unconfirmed future appointments are temporarily held until confirmed.

Workbook

The main scheduling grid that displays confirmed, official service appointments organized by time slot.