Existing client — move or cancel a session
You move or cancel your own session in the chat, at the moment you realise you cannot make it, instead of messaging somebody who is teaching.
- Industry
- Wellness & fitness
- Shape
- Change an existing appointment
- Plan
- Starter and above
The situation it is for
A therapist or a trainer holding an hour for somebody who does not arrive is the whole margin of that hour gone, and a studio can only re-sell it if it hears in time.
A client with a session booked wants to move it or cancel it. The bot finds it from the name, email and number it is under, offers the times the studio genuinely has free for that session's length, and moves it, or cancels it and puts the time back on sale.
Who runs it
Studios, spas, trainers and coaches with a booked diary and clients who move sessions.
It starts when somebody types
- “move my session”
- “reschedule my massage”
- “cancel my session”
- “i can't make my class”
- “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 session is it?”
What a colleague needs first when they pick the conversation up.
- 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 studio has for you?”
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 wellness & fitness
Built on the same engine and the same settings: change an existing appointment is one of 6 shapes the whole catalogue is made from.
- WELL-01Available
Membership, billing and group enquiries
Wellness & fitness
You get told who deals with it and that they have your details, rather than being offered an appointment for a question about a direct debit.
- WELL-02Available
Session booking
Wellness & fitness
You are shown times that genuinely fit the treatment you asked for, a three-hour package is not offered into a one-hour gap, and you leave with one booked.
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.