The booking is a handoff, not the finish line.
A borrower agreeing to talk, receiving a link, having a recorded appointment and attending are different outcomes. Follow-through should make those states clear to the officer and the borrower.
Confirm the actual booking state
Start with the stored appointment or task, its assigned officer, date, time and timezone. A suggested time or a booking link is not enough evidence to say the consultation is scheduled. Use the configured workflow and inspect what was actually created.
LoanWick supports Bonzo-connected appointment coordination and configured officer notices. External Outlook or Google Calendar busy times are not synced by the described workflow. Confirm availability and the relevant calendar source rather than assuming the assistant checked every outside meeting.
Review the information that travels with the booking
| Item | Include | Avoid |
|---|---|---|
| Appointment details | Confirmed date, time, timezone and assigned officer | Do not silently guess a timezone |
| Borrower context | Stated goal and what they asked to discuss | Do not add financial facts that were not provided |
| Notice recipient | The current enabled officer destination | Check former addresses and disconnected channels |
| Open questions | Items still needing the officer’s answer | Do not turn missing answers into completed discovery |
Treat missed consultations as a review workflow
This checklist does not promise automatic no-show detection or a universally enabled reminder sequence. If your account does not have a verified attendance signal, use manual review. A calendar time passing is not proof that the borrower failed to attend.
Establish attendance
Use an officer or a trusted appointment record to confirm whether the meeting occurred.
Review the conversation
Check rescheduling requests and recent human contact before another message.
Choose the next permitted step
Offer a new consultation if appropriate or let the officer handle a sensitive situation.
Record the outcome
Keep a rescheduled meeting separate from an attended consultation.
A fictional rescheduling check
Verified contextAn officer confirmed the fictional consultation did not happen; no later human reply appears in the thread.
Possible follow-upWould you like to find another time to speak with your loan officer?
Next actionConfirm the new details through the booking workflow instead of labeling a friendly reply as a new appointment.