Existing customer — move or cancel a booked service
You say which car it is and either take a new time from what the workshop genuinely has free or cancel it — without ringing at eight in the morning when everyone is already under a bonnet.
- Industry
- Automotive
- Shape
- Change an existing appointment
- Plan
- Starter and above
Across Automotive: No dealer management system, no VIN decode, no parts or warranty lookup.
The situation it is for
The two calls that arrive at the worst possible moment. A ramp booked to a car that never turns up is the most expensive hour a workshop has, and it is only re-sellable if somebody finds out in time.
A customer with a car already booked in wants to move it or call it off. The bot finds the job from the name, email and number it was booked under, offers the ramp times you actually have free for that job's length, and moves it — or cancels it and gives the ramp back to the diary.
Who runs it
Garages and workshops with a ramp diary and customers whose plans change.
It starts when somebody types
- “move my service booking”
- “reschedule my service”
- “cancel my car service”
- “change my booking”
- “i can't make my appointment”
The conversation
What it asks
4 questions, asked in this order. Every answer is written down for whoever picks the job up.
- 01What you need
“What would you like to do — move it, cancel it, or something else?”
Decides which route the conversation takes and which team is named to the customer. Nothing is booked here, so no appointment length is read.
- Move it to another time
- Cancel it
- Something else about it
- 02Name
“Whose name is the booking under?”
What a colleague needs first if the process cannot make the change itself.
- 03Phone
“What number is it booked under?”
One half of the match, and the number a colleague calls back on.
- 04Email
“And the email address the workshop has for it?”
The other half of the match. Neither half is proof that the appointment belongs to whoever is typing — see the limits below.
Those options are the starting set. The services you configure — and, where a process asks for them, the languages you work in — replace them, and the wording follows.
The rules that run
Checks, not judgement calls. The same answer every time, from your own settings.
- Is this a number that actually dials?
What you need set up
Settings in your own account. Nothing here is guessed on your behalf.
- Your opening hours
- Your timezone
- Your services, their length and their price
Without your hours and timezone there are no times to offer, so the process hands every customer to a person instead of inventing one.
How it can end
The complete list. There is no other ending it can reach.
- Appointment booked
- Appointment cancelled
- Nothing free — handed to a person
- Handed to a person
- Visitor left
- Something went wrong — handed to a person
Available, with a limit
The limits
This process runs, and it stops short of something its name suggests. Here is exactly what, in full.
- A confirmation email is sent. No SMS is sent from any process.
- A cancellation sends the customer nothing.
- Identification is not authentication. The match is an email address and a phone number typed into an anonymous widget session.
- A cancelled appointment is not re-booked.
And what is not in the product at all
Not a setting you have missed, and not on a list of things arriving shortly.
- A name, phone number and email typed into a chat are not proof that the appointment belongs to whoever is typing. Nobody signs in, so the change is made on the details given.
More for automotive
Built on the same engine and the same settings — change an existing appointment is one of 6 shapes the whole catalogue is made from.
- AUTO-01Available now
Service booking
Automotive
You pick the service, you're shown times the garage actually has free, and you leave with one booked.
- AUTO-02Available now
Diagnostic or repair request
Automotive
You say where the car is and what it's doing, and somebody is booked to come to it — you don't have to get it to a garage first.
Run this one on your own hours, services and postcodes.
Starter and above. Your settings decide the wording, the durations, the prices and the times it offers — nothing on this page is a template you have to accept as written.