Existing patient — move or cancel an appointment
You move or cancel your own appointment without holding on a switchboard, and you are never asked why or what is wrong with you.
- Industry
- Healthcare
- Shape
- Change an existing appointment
- Plan
- Starter and above
The situation it is for
Reschedules and cancellations are what a clinic's phone line is actually made of, and a slot given up too late to re-offer is a clinician paid to sit still.
A patient who already has an appointment wants to move it or cancel it. The bot finds it from the name, email and number it is booked under, offers the times the clinic genuinely has free for that appointment's length, and moves it, or cancels it and frees the slot. It asks nothing about why, and nothing about health.
Who runs it
Clinics with a diary and patients who cannot always make the time they were given.
It starts when somebody types
- “move my appointment”
- “reschedule my appointment”
- “cancel my appointment”
- “i can't make my appointment”
- “change my booking”
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.
- Move it to another time
- Cancel it
- Something else about it
- 02Name
“Whose appointment is it?”
What a colleague needs first when they pick the conversation up.
- 03Phone
“What number is the appointment booked under?”
One half of the match, and the number a colleague calls back on.
- 04Email
“And the email address the clinic has for it?”
The other half of the match that finds the booking.
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
More for healthcare
Built on the same engine and the same settings: change an existing appointment is one of 6 shapes the whole catalogue is made from.
- HEALTH-01Available
Appointment scheduling
Healthcare
You book the appointment you came for, at a time the clinic really has, without being asked a single question about your health.
- HEALTH-03Available
Patient follow-up and routing
Healthcare
You get to the right person the first time, and they already have your details and what it is about.
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.