Conversation AI – Cancel and Reschedule Appointment

We’ve introduced Enhanced Appointment Booking Logic to streamline scheduling, rescheduling, and cancelling appointments within Conversation AI. This new logic allows the bot to detect existing future appointments and intelligently guide users—whether they wish to book another, cancel, or reschedule—thereby enhancing automation and the user experience.

Let’s say a contact says:

→ The bot first checks for any future appointments. If any exist, it prompts the user to decide whether to book a new one or reschedule an existing one.

→ The bot lists the upcoming appointments and asks which one(s) should be cancelled, requesting a reason. If the reason is a time conflict, it suggests rescheduling instead.

→ The bot displays the upcoming appointments and enables the user to select one for rescheduling.

Bulk cancelling and rescheduling are supported, particularly with future support for recurring appointments in mind.

Booking Flow:

• The bot checks for future appointments when a user requests a new booking.
• If appointments exist, it prompts:

“You already have an appointment. Would you like to book another one or reschedule?”

Rescheduling Flow:

Rescheduling occurs one at a time, even during bulk rescheduling.

Cancellation Flow:

• The user can select multiple appointments to cancel.
• After selection, the bot requests a reason.

If the reason is a time conflict, the bot suggests rescheduling:

“If something has come up, I can assist you in rescheduling instead of cancelling. Would you like to pick a new time?”

• Appointment information is displayed in calendar slots: Date, Day, Time (adjusted for timezone).
• Only new bookings are made in the calendar associated with the bot.
• Rescheduling and cancellations can be performed on any calendar and are handled at the contact level.
• Supports all appointment statuses.