Rescheduling

Appointments can be rescheduled in two ways — by the AI agent during a call, or manually by your team from the dashboard. Cancellations work the same way.

Rescheduling via Call (AI Agent)

When a customer calls to reschedule:

1. The agent identifies the existing appointment using the customer's phone number
2. The agent asks for the new preferred date and time
3. It checks available slots and suggests options
4. The customer picks a new time
5. The agent confirms the new appointment
6. The old appointment is cancelled and the new one is booked
7. A WhatsApp notification is sent to the customer with the updated details

Manual Rescheduling or Cancellation

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

Dashboard → Appointments → Open Appointment → Reschedule / Cancel

1. Open the appointment from the calendar or table view
2. Click Reschedule to pick a new time, or Cancel to remove it
3. The customer receives a WhatsApp notification with the updated details

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

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Enabling Rescheduling

Rescheduling must be turned on in your Appointment Settings:

Dashboard → Appointment Team & Assignment → Handle Reschedule Requests → Toggle On

When this is on, the agent can handle reschedule requests automatically. When it is off, the agent will transfer the customer to a human.

Cancellation Notice

You can set a minimum notice period for rescheduling — for example, customers must reschedule at least 24 hours before the appointment.

Dashboard → Appointment Booking Rules → Cancellation Notice Required

If a customer tries to reschedule within the notice period, the agent will inform them and offer to connect them with your team.

Fallback to Human

If the agent cannot handle the reschedule request — for example, no slots are available — it will transfer the customer to a human agent.

This is configured in:

Dashboard → Appointment Team & Assignment → Fallback to Human

Next Steps

• Booking Rules — Set notice periods and cancellation rules
• Confirmation Workflow — How the new appointment is confirmed
• Troubleshooting — Fix common rescheduling issues