The customer side: booking, cancelling, rescheduling

When a customer says "I'd like an appointment", the assistant clarifies what they need (which service, which day), suggests available times by checking the real calendar, and creates the booking once a time is chosen. The customer sees a confirmation card in the chat.

Built-in safeguards#

• Times are real — the assistant only calls a slot "available" after checking the calendar; "is 4:30 free?" always triggers a real check.
• Double-booking protection — no second appointment can land on a taken slot; taken slots are never suggested.
• Required details are collected — the booking isn't created until fields you require (name, phone…) are filled in.
• Rescheduling moves, never duplicates — when a customer changes their time, the existing appointment is moved; a second one is never created next to it.

With email confirmation on#

If you've enabled email confirmation (Appointment settings → Reminders), the chat flow gains one step: after choosing a time, the assistant tells the customer a confirmation link was emailed and the time is held for 15 minutes. The customer clicks the link, sees a "confirmed" page in their own language, and only then does the appointment become final. If they don't click, the hold is released and the slot is bookable again — the assistant will happily rebook it if they return.

Cancelling and rescheduling#

The customer comes back to the chat and writes "cancel my appointment" or "move it to Thursday"; the assistant finds their appointment, makes the change and confirms. Your calendar updates at the same moment — nothing to fix by hand.