Support Request - Quick Replies not responding in Chatflow + Appointment cancellation integration with Acuity

Hi Pabbly Support Team,

I have configured an automation between Pabbly Connect, Pabbly Chatflow, and Acuity Scheduling for appointment reminders. I need assistance with two things:

ISSUE 1: Quick Replies are not working

I'm sending a template from Connect to Chatflow with two quick reply buttons:

• "Yes, confirm"
• "No, I need to reschedule"

The template arrives correctly, but when I click on any button, nothing happens. The flow in Chatflow is configured with "Template Selected" trigger and connection lines to the following actions, but it doesn't trigger.

Flow IDs:

• Connect Flow: CONFIRMACION 24 HRS ANTES WHATSAPP https://connect.pabbly.com/v2/app/workflow/mapping/IjU3NjcwNTY4MDYzMzA0MzM1MjZmNTUzNTUxMzci_pc
• Chatflow Flow: CONFIRMACION DE CITAS 1: https://chatflow.pabbly.com/app/flows/edit/69e3d6dbf62fc46a02a957c5 
• Template Name: recordatorio_24hrs_antes_cita

ISSUE 2: Appointment cancellation in Acuity

When the user selects "No, necesito reagendar," I need to:

1. Automatically cancel the appointment in Acuity Scheduling
2. Identify the appointment_id from the attribute I pass from Connect
3. Execute an API Request to Connect to trigger the cancellation in Acuity

Currently, I'm passing the appointment_id as an Attribute from Connect, but I need to know the correct way to:

• Capture that data in Chatflow from the quick reply
• Send it to Connect to cancel the appointment
• Confirm the cancellation to the user

Could you help us with:

1. Review why "Template Selected" doesn't trigger when I click on the quick reply buttons?
2. Indicate the correct architecture to cancel appointments in Acuity from a quick reply in Chatflow?

I'm available for any additional questions.

Thank you,
Ana Marìa

Hello,

We sent a template message to our test number using the "Pabbly Chatflow: Send Template Message" action step. We then replied by pressing a button, which successfully triggered the flow in Pabbly Chatflow.
Flow History ID: 6aac4d9c90b3a6ca4555274b

2. The use case you are describing is possible, but it would require a workaround.

It would work like this: you will send a template message using Pabbly Connect. Then, your flow will be triggered in Pabbly Chatflow, and its steps will execute. You have already done this.

You would have to create a new workflow in Pabbly Connect with "Webhook by Pabbly" as the trigger step. Let's call this Workflow 2.

Add an API Request node to your Pabbly Chatflow flow (CONFIRMACION DE CITAS 1) at the end. This will allow you to send data to Workflow 2.
https://youtu.be/TMu35XAOK0A?si=Yic6A1VvdwPDtIJd

Now comes the tricky part. Workflow 2 will receive only the phone number of your appointee. It won’t have any appointment ID or email address that you could use to search for the appointment ID and cancel the subscription.

For this, you would have to use a workaround involving Google Sheets. We need you to create a Google Sheets spreadsheet with two headers: "Appointment ID" and "Phone Number." Once you have done so, let us know, and we will inform you of the next steps.

I hope you are doing well. Just following up on our previous email.

Hi team, thank you for the explanation and the workaround for Acuity using Google Sheets.

However, the main issue is still that the flow completely stops in a live environment, and the quick reply buttons are not triggering the next actions as they should.

To show you exactly what is happening in real-time, I would like to schedule a live test appointment for you. Could you please provide an email address and a WhatsApp testing number?

This way, you will receive the live template message directly, and you can click the buttons yourselves to see that the sequence fails to continue. I need to get this button functionality working correctly first before I build the Google Sheets workaround for the automated Acuity cancellation (when they click 'No, cancelar/reagendar').

Looking forward to your testing details so we can debug this live.

Thank you,
Ana Marìa

Hi team,

I completed the setup for the new workflow with the Webhook and connected it to Google Sheets as suggested.

WORKFLOW: CANCELAR CUANDO CONTESTAN NO EN MENSAJE: https://connect.pabbly.com/v2/app/workflow/mapping/IjU3NjcwNTY4MDYzMzA0MzM1MjZmNTUzNDUxMzYi_pc

However, I am stuck on how to map the Appointment ID in this second workflow, since that ID is generated in the first workflow (the 24-hour reminder sequence).

Is there a way to pass or share data directly between two workflows in Pabbly Connect?

Could you please clarify the exact steps to get and map that Appointment ID into the Acuity cancellation action?

Best regards,

Ana María

🇪🇸 Lo que les es

Hello,

You can use this link to schedule a meeting with us.
https://calendly.com/d/dv7b-phr-5vj

Hi Arshil,

Thank you for the reply, but I think there was a slight misunderstanding.

1. Regarding the test appointment: I am not looking to book a meeting on your Calendly. What I need is for you to provide me with a testing WhatsApp phone number and email address so I can create a test booking for you directly inside my Acuity Scheduling system.

This way, you will receive the live 24-hour WhatsApp reminder on your phone and click the quick-reply buttons yourself. That will allow you to see in real-time why the automation is not initiating/continuing after the button click.

2. Regarding the Google Sheets Lookup for the Appointment ID: In my second workflow (CANCELAR CUANDO CONTESTAN NO EN MENSAJE), I am receiving the webhook when the user presses the button. I already saved the Phone Number but I dont know how to get the Appointment ID in a Google Sheet during the first workflow.

Could you please guide me step-by-step on how to configure a Google Sheets "Lookup / Search Rows" action in this second workflow to search for the incoming phone number, pull the matching Appointment ID, and map it correctly into the Acuity "Cancel Appointment" action?

Looking forward to your testing details and instructions.

Best regards,

Ana María

1. You can use this number: 8959605900 and this email address: arshil.ahmad@pabbly.com.

2. For the workaround related to cancelling an Acuity appointment when the button is pressed in a WhatsApp template message, please follow the steps below.

We have added the “Google Sheets: Add New Row” action step to this workflow. This will allow you to add the appointment ID along with the phone number to your Google Sheets spreadsheet.

https://connect.pabbly.com/v2/app/workflow/mapping/IjU3NjcwNTY4MDYzMzA0MzM1MjZmNTUzNTUxMzci_pc

Then, in your other workflow, you need to add the “Google Sheets: Lookup Spreadsheet Rows” action step. This will allow you to search for the appointment ID using the phone number. We will add this step on your behalf as well.

https://connect.pabbly.com/v2/app/workflow/mapping/IjU3NjcwNTY4MDYzMzA0MzM1MjZmNTUzNDUxMzYi_pc

Before that, we need you to connect the Pabbly Connect workflow “CANCELAR CUANDO CONTESTAN QUE NO EN MENSAJE” to this flow in Pabbly Chatflow. You currently seem to have connected it to a different flow, which we are unable to identify.

https://chatflow.pabbly.com/app/flows/edit/69e3d6dbf62fc46a02a957c5

Hi team,

I have scheduled a test appointment for you for Saturday, September 24th at 9:00 AM (Mexico Time). You should receive the live automated reminder tomorrow so you can test the quick-reply buttons directly.

Additionally, I have completed the requested connections:

1. In Pabbly Chatflow (CONFIRMACIÓN DE CITAS), I linked the API Request step under the "No, necesito reagendar" button to trigger the cancellation webhook.

2. In Pabbly Connect (CANCELAR CUANDO CONTESTAN QUE NO EN MENSAJE), I added/updated the "Google Sheets: Lookup Spreadsheet Rows" step, but I am not entirely sure if I configured it correctly.

Could you please check the Lookup step configuration and let me know if everything is set up properly or what the next steps are?

Looking forward to your guidance.

Best regards,

Ana María

It appears that you have deleted the flow "CONFIRMACIÓN DE CITAS" from your Pabbly Chatflow account, as we are unable to find it.

Could you please share the flow without hyperlinking it?

Here is the link: https://chatflow.pabbly.com/api/flows/share/69e3d6dbf62fc46a02a957c5 let me know if you have any problem please.

Thank you

Thank you for sharing the link. The setup looks correct.

Once we receive the "recordatorio_24hrs_antes_cita" template and are able to reply to it using the quick reply button, we will be able to set up the Lookup Spreadsheet Rows action step in your Pabbly Connect workflow.

Alternatively, we can wait for this workflow to send the template message. Please let me know how you would like to proceed.s

https://connect.pabbly.com/v2/app/workflow/mapping/IjU3NjcwNTY4MDYzMzA0MzM1MjZmNTUzNTUxMzci_pc

Thank you por answering.

I think we can wait for the workflow to send the template message, if it has a problem and it doesnt send the message we can do it manually.

Thank you.

I think we found the issue here. This workflow was triggered, and we did receive a template message.

https://connect.pabbly.com/v2/app/workflow/mapping/IjU3NjcwNTY4MDYzMzA0MzM1MjZmNTUzNTUxMzci_pc

However, the template message we received through the workflow contained slightly different quick reply buttons. It contained only “Sí” and “No” instead of “Sí, confirmo” and “No, necesito reagendar”.

It appears that because of this, the flow in your Pabbly Chatflow did not trigger, as it is expecting either “Sí, confirmo” or “No, necesito reagendar” as the response.

https://chatflow.pabbly.com/app/flows/edit/69e3d6dbf62fc46a02a957c5

To fix this issue, we recommend creating a new template with quick reply buttons that do not contain any commas, as they seem to be causing an issue when the template message is sent through the Pabbly Connect workflow.

Please use the new template in both your Pabbly Connect workflow and Pabbly Chatflow flow. Once you have done so, please let us know, and we will test the entire process again.

No, that message is form Confirmafy, a program that I use to confirm my appointmets between we do the configuration, I see that the workflow didnt send the message, could you activate it mannually?

Please let me know. Thank you

Thank you for the additional context. There was some confusion due to the difference in language. Apologies for that.

However, the issue with the template message not being sent still seems to be related to the presence of commas in your quick reply buttons. As we can see in this Task History, since there are commas in the quick replies, they are being treated as four different buttons instead of two. This could be causing the message to not be delivered through the Pabbly Connect workflow in the first place.

IjU3NjYwNTZmMDYzNTA0MzM1MjZjNTUzMDUxM2I1MTYyNTQzMDBmMzci_pc

We suggest trying a different template that does not contain commas in the quick reply button

I hope you are doing well. I’m just following up on our previous email.

Just following up one last time regarding this.

Since we haven't received your reply, we'll be closing this support ticket for now.

If you need any further assistance, please send us an email at support@pabbly.com, and we'll be happy to help.