Who This Is For / When to Use
Use this feature if you:
Allow customers to manage appointments through a Conversation AI bot
Want the bot to handle cancellations and rescheduling without human intervention
Need consistent appointment handling across calendars linked to a contact
What This Feature Does
When enabled, Conversation AI can:
Detect existing future appointments for a contact
Ask the customer which appointment they want to cancel or reschedule
Perform the cancellation or reschedule directly on the calendar
Confirm the action in the conversation
The bot works at the contact level, meaning it checks all calendars associated with that contact.
Step 1: Open Bot Goals
Go to AI Bots.
Open the bot you want to configure.
Click the Bot Goals tab.
This is where appointment logic and permissions are controlled.
Step 2: Enable Appointment Booking Actions
In Bot Goals, scroll to Setup your Actions.
Click Appointment Booking.
This opens the Appointment Booking configuration panel.
Step 3: Allow Cancellation and Rescheduling
Inside the Appointment Booking panel:
Enable Allow bot to cancel the appointment if you want the bot to cancel existing appointments.
Enable Allow bot to reschedule the appointment if you want the bot to move appointments to a new time.
Click Save.
Important:
If these options are enabled, your bot prompt must NOT say things like “I cannot cancel or reschedule appointments.”
Conflicting instructions may prevent the bot from working correctly.
How Rescheduling Works in Conversations
When a customer asks to reschedule:
The bot checks for future appointments linked to the contact.
The bot displays a list of upcoming appointments (up to 5 at a time).
The customer selects which appointment to reschedule.
The bot proceeds with rescheduling one appointment at a time.
Example behavior:
Customer: “I want to reschedule my appointment.”
Bot: Lists upcoming appointments and asks which one to reschedule.
How Cancellation Works in Conversations
When a customer asks to cancel:
The bot checks for future appointments.
The bot lists upcoming appointments.
The customer selects which appointment to cancel.
The bot asks for a cancellation reason.
If the customer mentions a time conflict, the bot may suggest rescheduling instead of canceling.
Booking Behavior When Appointments Already Exist
If a customer tries to book an appointment and future appointments already exist:
The bot will ask whether they want to:
Book another appointment, or
Reschedule an existing one
This prevents accidental duplicate bookings.
Limits and Rules
The bot shows a maximum of 5 upcoming appointments at a time
Rescheduling is performed one appointment at a time
Cancellation can support multiple selections, depending on configuration
All actions apply only to future appointments
Common Issues and Fixes
Bot says it cannot cancel or reschedule
Check the Bot Goals prompt for conflicting instructions
Remove phrases like “I cannot help with cancellations or rescheduling”
Bot does not find appointments
Confirm the appointment exists in the future
Verify the appointment is linked to the same contact
Bot cancels but does not notify the team
Check that Appointment Status workflows are enabled
FAQs
What happens if a contact has multiple appointments?
The bot displays up to five upcoming appointments and asks the customer to choose one.
Can the bot cancel multiple appointments at once?
Yes. The bot can guide users through bulk cancellation, depending on configuration.
Can the bot reschedule across different calendars?
Yes. The bot can reschedule appointments across any calendars linked to the contact.
Does the bot confirm changes?
Yes. The bot confirms all successful bookings, cancellations, and reschedules in the conversation.
Are workflows triggered after changes?
Yes. Any active Appointment Status workflows will run after a cancellation or reschedule.