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Cancelling an Appointment

Appointments can be cancelled in two ways — by the AI agent during a call, or manually by your team from the dashboard.

Cancelling via Call (AI Agent)​

When a customer calls to cancel their appointment:

  1. The agent identifies the existing appointment using the customer's phone number
  2. The agent confirms which appointment the customer wants to cancel
  3. The customer confirms the cancellation
  4. The appointment is removed from the calendar
  5. A WhatsApp notification is sent to the customer confirming the cancellation

This all happens in one call — no manual action needed from your team.

Enabling Cancellation via Agent​

Cancellation must be turned on in your Appointment Settings:

Dashboard → Appointment Booking Rules → Allow Cancellation → Toggle On

When turned off, the agent will transfer the customer to a human instead of cancelling.

Manual Cancellation​

Your team can also cancel any appointment directly from the dashboard:

Dashboard → Appointments → Open Appointment → Cancel

  1. Go to Dashboard → Appointments
  2. Find the appointment in the calendar or table view
  3. Open the appointment
  4. Click Cancel
  5. Confirm the cancellation

The appointment is removed from the calendar and a WhatsApp notification is sent to the customer.

This works for both agent-booked and manually booked appointments.

Cancellation Notice Period​

You can set how much notice a customer must give before cancelling:

Dashboard → Appointment Booking Rules → Cancellation Notice Required

Default: 24 hours

If a customer tries to cancel within the notice period, the agent will inform them and offer to transfer to a human.

Next Steps​