Existing customer — move or cancel a booked visit
You give the details the job is booked under and either pick a new time from what's actually free or cancel it — in the same conversation, without a phone call and without waiting for somebody to ring back.
- Industry
- Home services
- Shape
- Change an existing appointment
- Plan
- Starter and above
Across Home services: The job sheet carries a postcode, not a street address, and you can offer three services.
The situation it is for
The reschedule call. It is the single most common reason a trade's phone rings and the least valuable thing anybody in the office does.
A customer who already has a visit booked wants to move it or call it off. The bot finds the appointment from the name, email and number it was booked under, offers the times you actually have free for that job's length and moves it — or, after checking it has the right one, cancels it outright and gives the slot back to the diary. Anything else goes to a person.
Who runs it
Any trade with a diary full enough that customers move appointments.
It starts when somebody types
- “reschedule my appointment”
- “move my appointment”
- “cancel my appointment”
- “change my booking”
- “i need to move thursday”
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
“Who's the appointment under?”
What a colleague needs first if the process cannot make the change itself.
- 03Phone
“What number is the appointment under?”
One half of the match, and the number a colleague calls back on.
- 04Email
“And the email address it's booked under?”
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.
- Identification is not authentication. The match is an email address and a phone number typed into an anonymous widget session.
- A cancellation sends the customer nothing.
- It moves or cancels one appointment — the one that matched. There is no series, so a customer with a course of visits deals with them one at a time.
- 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 home services
Built on the same engine and the same settings — change an existing appointment is one of 6 shapes the whole catalogue is made from.
- HS-01Available now
New service request
Home services
You say what's wrong and where you are, and you leave the chat with a real appointment at a real time — not a promise that somebody will call you back.
- HS-03Available, with a limit
Urgent callout — get a person on to it now
Home services
You are not asked to pick a time slot.
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.