Who This Is For / When to Use
This article is for account owners and administrators who want customers to cancel or reschedule appointments using self-service links instead of manual intervention.
What Cancellation and Reschedule Links Do
Cancellation and reschedule links allow customers to:
Change their appointment time without contacting support
Cancel appointments within allowed time limits
Reduce no-shows and manual rescheduling work
These links work by inserting appointment custom values into calendar notifications.
Step 1: Enable Cancellation and Reschedule Links in the Calendar
This step activates the links at the calendar level.
Open Calendar Settings
Go to Settings
Select Calendars
Find the calendar you want to update
Click the pencil icon to edit
Update Custom Values in Additional Notes
Open the Notifications & Additional Options tab
Scroll to Additional Notes
Replace any placeholder text with the following custom values:
Reschedule:
{{appointment.reschedule_link}}Cancellation:
{{appointment.cancellation_link}}
These values must be entered exactly as shown to activate the links.
Save the Calendar
Click Save to apply the changes.
The links are now active and can be used in notifications and messages.
Step 2: Set Cancellation and Reschedule Time Limits
Time limits control how close to the appointment a customer can make changes.
Configure Time Restrictions
In the same calendar editor, stay in Notifications & Additional Options
Scroll to Cancellation and Reschedule Policy
Enable:
Allow Rescheduling of Meeting
Allow Cancellation of Meeting
Set how many minutes before the meeting the links expire
Save your changes
What Happens After an Appointment Is Rescheduled
When an appointment is rescheduled:
A “Rescheduled to” label appears in:
Appointment list view
Appointment details modal
The previous date and time remain visible for reference
This helps staff quickly identify changed appointments.
Editing Appointments Manually
If you need to manually edit an appointment:
Open Calendars > Appointments
Click the three-dot menu
Select Edit
Optional: Automate Status Changes with Workflows
You can automate appointment handling using workflows.
This step is optional and not required for links to work.
Using Appointment Status Triggers
Create a workflow
Add the Appointment Status trigger
Apply filters as needed
Add the Update Appointment Status action
Save and publish the workflow
This allows automated actions when appointments are rescheduled or canceled.
Where to See Updated Appointment Statuses
Updated statuses appear in:
Calendars > Appointments
Appointment detail panels
Filters and reports
Best Practices
Always include cancellation and reschedule links in confirmation messages
Clearly communicate time limits to customers
Avoid last-minute changes by setting reasonable cutoff times
Test links using a real booking before going live
FAQ
What if my reschedule or cancellation links are not working?
Confirm the correct custom values are inserted exactly as shown and that the calendar was saved.
Can I customize the cancellation reason?
Yes. You can allow customers to enter a reason when canceling through the cancellation flow.
Do time limit changes affect existing appointments?
Yes. All appointments follow the current calendar policy once updated.
Where should I place these links?
Include them in:
Booking confirmations
Reminder messages
Follow-up emails
Do I need workflows for cancellation links to work?
No. Workflows are optional and only needed for automation beyond basic link behavior.