Automating appointment filling process

[NizamArif]

Hi, 

I'm working on solving a case problem for a company("companyX") that handles a booking system. 

I'm asked to create an application with ServiceNow(Vancouver version). The app will automate the process of filling blank appointment slots.  This is how it should function: 

1) "CompanyX" has a free appointment slot that needs to be filled.

2)The user from "companyX" will land on a Servicenow portal page and click on a record producer which will create a "FreeApointmentSlot" record in the "FreeApointmentSlots" table. 

3)This will trigger a flow.

4) Overall flow logic for filling the appointment will be as follows:  Select a customer from the "WaitingCustomers" table and send sms(or/and email) that will ask the user if he/she wants to occupy the free appointment slot. Customers will have the option to answer "Yes" or "No" by tapping on links/buttons.

5) If the customer answers "Yes" then the "FreeAppointment" record is updated as Filled. If the customer answers  "No" or doesn't answer within 5 minutes then step 4 is repeated.

The matching process for each new  "FreeApointmentSlot" ends when a customer answers "Yes" or there are no more relevant customers. 

I'm quiet new with ServiceNow so I'm not sure if this is doable, specially the following:

-Can this be done entirely in Flow Designer or do I need to use other tools/apps/plugins?

-How do I fetch the answers from the customers, I guess it would be through REST so I would need to create a public api?

-Is it possible to add action buttons in the sms message since it is the most preferable method?

Thanks in advance.

Arif

#flowDesigner

#scripting

#flow

#sms