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
Across Wellness & fitness: Non-clinical by design. Memberships and billing questions go to a person.
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. Nothing is booked here, so no appointment length is read.
- Move it to another time
- Cancel it
- Something else about it
- 02Name
“Whose session is it?”
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 studio has for you?”
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.
- The bot never presents itself as a clinician, never gives clinical advice, and never decides what a person needs.
- No individual member of staff is chosen.
- A late-cancellation policy is not enforced and not mentioned: there is no payment step to charge a fee with and no notice-period rule anywhere in EzyConn.
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 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, with a limit
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 now
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.