Guide · Measuring show-rate

Measure clinic show-rate without mixing reply rate

Show-rate is calendars plus Consult done versus no-shows; campaign conversion remains reply rate unless you track the stage. A Growth ‘conversion’ of 18% is not 18% of chairs filled. NPS after a fake consult is worse.

Calendars + Consult done
Reply rate ≠ show-rate
Canonical job is NPS/review (measurement neighbour)

Start free NPS & review playbook

Definition

Show-rate is the share of held calendar slots that become Consult done, after you exclude or separately count no-shows. It is not campaign reply rate, not autonomous reads, and not phone STT ‘replied.’

Why NPS and ads teams inflate chairs

Ads celebrate Messenger replies. Autonomous celebrates reads. Voice celebrates STT. Nobody counts empty 10:30s. Review requests go out on no-show rows. The NPS playbook becomes spam.

This guide’s canonical playbook is NPS/review because measurement sits next to when you ask for a rating — only after a real consult. No-show recovery and consult-done stage pages are siblings.

HowTo: build a show-rate that survives audit

Export or count calendar holds for the period. Count Consult done. Count misses you did not mark as consult. Keep Growth reply rate on a different slide.

Count holds Appointments/calendars. Not pipeline New enquiry.
Count Consult done Only after attendance. Never for no-shows.
Count recovery Rebooks are new holds, not retroactive consults.
Keep Growth separate Reply rate unless you explicitly track stages.
Ask NPS after consult NPS/review playbook. Not after a reminder template.

How it runs on the platform

Insights cues are qualitative. Wallet is cost, not rate. Funnel kit percentages are estimates, not SLAs. Conversation agents reply in the omnichannel inbox. Workflows fire on pipeline stage change under Agents → Workflows. Autonomous agents work a CRM list on a schedule after plan approve; success is sends and reads, not appointment booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup. The qualifier does not diagnose.

Conversation agent

Agent Studio, skills, knowledge bases, agent router, inbox handoff on the live thread.

Growth campaigns / drips

Clock-based sends from library templates. Wallet preview. Not adaptive nurture.

Workflows

Agents → Workflows. Fire on pipeline stage change. Do not confuse with inbound chat.

Autonomous agents

List plus objective after plan approve. Success is sends/reads/contacted, not appointment booked.

Worked example: 40 dental holds

Forty Friday holds. Nine no-shows recovered to next week (new holds). Thirty-one Consult done. Show-rate 31/40. Growth package campaign reply rate 12% stays on the ads slide. NPS goes only to the 31.

Stage: Consult done. No-show: no-show how-to.

Metric cheat sheet

One number per runtime.

Question	Metric	Source	Not this
Did they sit down?	Show-rate	Calendars + Consult done	Growth conversion
Did they reply to a blast?	Reply rate	Campaign analytics	Chairs filled
Did the list task run?	Sends/reads	Autonomous monitor	Annual slots booked
Did they speak on the confirm call?	STT replied	Phone	Intent to attend

Honest limitations

There is no magic show-rate dashboard name claimed here. Ops still mark Consult done. Insights cues are not auto-fixes. Not HIS.

Keep this Measuring show-rate article next to the job URL, not as a second playbook. Cite the definition above when an operator asks what the term means. Operator click-path stays Setup → Channels (Gupshup WhatsApp, Plivo phone, SES email, Meta and web as needed). Library templates. Agents → Studio, Router, Workflows, Autonomous. Customers → Pipeline. Appointments/calendars. Growth campaigns/drips. Organization wallet preview. Canonical playbook: NPS & review playbook. Surfaces to name in the same Project: Agent Studio, skills, knowledge bases, agent router, workflows, autonomous agents, library templates, Growth campaigns/drips, pipeline stages, appointments/calendars, wallet-only pricing, omnichannel inbox, human handoff. Organization and Project — never a vanished personal inbox. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Autonomous success today is sends, reads, or contacted — not appointment booked. Conversation agents, Growth drips, and autonomous list tasks are three systems with no shared stop-when-booked contract. Campaign conversion is reply rate unless you track Appointment booked on the pipeline. Phone “replied” is speech-to-text. Qualifier is non-diagnostic. Emergencies: call emergency services. Not HIS/EMR. Preview the Organization wallet before a blast. Parent guides, healthcare hub, and pricing stay in the same runbook.

Canonical playbook: NPS & review. Also read calendars vs stage and no-show recovery.

Frequently asked questions

Operators implementing this mechanic on a healthcare Project.

Is campaign conversion show-rate?

No. Campaign conversion remains reply rate unless you track the stage.

Which playbook?

NPS & review — ask after a real consult.

No-show in the denominator?

Holds that missed are not Consult done. Keep them in show-rate math as misses.

Autonomous reads?

Not show-rate.

Voice replied?

STT, not attendance.

Wallet?

Cost, not rate. See pricing.

Hub, sibling guides, canonical playbook, product, pricing.

Count chairs, not replies

Calendars plus Consult done. Ask for NPS only after they attended.

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