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Cancellation and Rescheduling of Appointments in Form Based Bots

Learn exactly how to give your chat bot the power to let clients change or cancel their appointments on their own, streamlining workflows without coding.

3 min read715 words4 explained imagesUpdated Tue, 10 Mar at 12:04 PM
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  1. Key Benefits of Cancellation and Rescheduling for Form-Based Conversation AI Bots
  2. How To Setup Cancellation and Rescheduling for Form-Based Conversation AI Bots
  3. Appointment Handling Rules
  4. Flexibility and Control Over Bot Behavior
  5. Bulk Cancellations
  6. Frequently Asked Questions

Welcome to the guide on enabling cancellation and rescheduling of appointments within GHL Customer Care’s Form-Based Conversation AI Bots. This feature streamlines appointment management for your contacts, allowing them to modify or cancel bookings directly through bot conversations—improving both user experience and operational efficiency.

TABLE OF CONTENTS

What is Cancellation and Rescheduling for Form-Based Conversation AI Bots?

The cancellation and rescheduling feature for Form-Based Conversation AI Bots empowers your guided bots to manage existing appointments for contacts in real time. By integrating these options, the bot can prompt users to reschedule or cancel appointments during conversations, making appointment management seamless and automated without manual intervention from your team.

Key Benefits of Cancellation and Rescheduling for Form-Based Conversation AI Bots

Unlocking this feature brings several advantages to your workflow and customer experience:

  • Enhanced Customer Convenience: Contacts can easily adjust or cancel appointments without waiting for human assistance.
  • Automated Workflow: Reduces manual work for staff by letting the bot handle appointment changes.
  • Multiple Appointment Handling: Supports bulk cancellations, saving time for users with several bookings.
  • Flexible Bot Behavior: Easily toggle cancellation and rescheduling options on or off to suit your business needs.
  • Calendar Integration: Works across all calendars associated with the bot, ensuring consistency and accuracy.
  • Supports All Appointment Statuses: No matter the appointment’s current status, the bot can manage it.

How To Setup Cancellation and Rescheduling for Form-Based Conversation AI Bots

Proper setup ensures your bot can efficiently manage appointments, providing a smooth experience for both your team and your contacts. Follow these steps to enable and configure the feature:

Step 1: Edit Your Bot’s Goals

  1. Go to Conversation AI in your account.
    Step 1 of 3: Go to Conversation AI in your account What this shows Step 1 of 3: Go to Conversation AI in your account. What this shows Shows where to go for step 1 of 3 in the "Step 1: Edit Your Bot’s Goals" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". This screenshot accompanies step 1 of 3 in the "Step 1: Edit Your Bot’s Goals" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". At this point in the walkthrough you go to Conversation AI in your account. For context, this section explains: Go to Conversation AI in your account. Select the bot you want to edit, then click Edit Bot. Navigate to Bot Goals. The next step is to select the bot you want to edit, then click Edit Bot. Step 1 of 3Image 1 of 4 Where to goGo to Conversation AI in your account.
    Buttons and menus referenced Conversation AIEdit BotBot Goals
    Next stepSelect the bot you want to edit, then click Edit Bot.
    All 3 steps in this procedure
    1. Go to Conversation AI in your account. this image
    2. Select the bot you want to edit, then click Edit Bot.
    3. Navigate to Bot Goals.
  2. Select the bot you want to edit, then click Edit Bot.
    Step 2 of 3: Select the bot you want to edit, then click Edit Bot What this shows Step 2 of 3: Select the bot you want to edit, then click Edit Bot. What this shows Shows what to choose for step 2 of 3 in the "Step 1: Edit Your Bot’s Goals" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". This screenshot accompanies step 2 of 3 in the "Step 1: Edit Your Bot’s Goals" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". At this point in the walkthrough you select the bot you want to edit, then click Edit Bot. The next step is to navigate to Bot Goals. Step 2 of 3Image 2 of 4 What to chooseSelect the bot you want to edit, then click Edit Bot.
    Buttons and menus referenced Edit BotConversation AIBot Goals
    Next stepNavigate to Bot Goals.
    All 3 steps in this procedure
    1. Go to Conversation AI in your account.
    2. Select the bot you want to edit, then click Edit Bot. this image
    3. Navigate to Bot Goals.
  3. Navigate to Bot Goals.
    Step 3 of 3: Navigate to Bot Goals What this shows Step 3 of 3: Navigate to Bot Goals. What this shows Shows where to go for step 3 of 3 in the "Step 1: Edit Your Bot’s Goals" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". This screenshot accompanies step 3 of 3 in the "Step 1: Edit Your Bot’s Goals" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". At this point in the walkthrough you navigate to Bot Goals. For context, this section explains: Go to Conversation AI in your account. Select the bot you want to edit, then click Edit Bot. Navigate to Bot Goals. Step 3 of 3Image 3 of 4 Where to goNavigate to Bot Goals.
    Buttons and menus referenced Bot GoalsConversation AIEdit Bot
    All 3 steps in this procedure
    1. Go to Conversation AI in your account.
    2. Select the bot you want to edit, then click Edit Bot.
    3. Navigate to Bot Goals. this image

Step 2: Configure Appointment Details

  1. In the Appointment Details section, find the toggles for rescheduling and cancellation.
  2. Enable the toggles as needed to allow the bot to offer these options to contacts.
    Step 2 of 2: Enable the toggles as needed to allow the bot to offer these options… What this shows Step 2 of 2: Enable the toggles as needed to allow the bot to offer these options to contacts. What this shows Shows what this covers for step 2 of 2 in the "Step 2: Configure Appointment Details" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". This animation accompanies step 2 of 2 in the "Step 2: Configure Appointment Details" section of "Cancellation and Rescheduling of Appointments in Form Based Bots". At this point in the walkthrough you enable the toggles as needed to allow the bot to offer these options to contacts. Step 2 of 2Image 4 of 4 What this coversEnable the toggles as needed to allow the bot to offer these options to contacts.
    Buttons and menus referenced Appointment Details
    All 2 steps in this procedure
    1. In the Appointment Details section, find the toggles for rescheduling and cancellation.
    2. Enable the toggles as needed to allow the bot to offer these options to contacts. this image

Step 3: Test the Experience

Use the Bot Trial feature to simulate conversations and ensure the cancellation and rescheduling flows work as intended before going live.

Appointment Handling Rules

Understanding how appointments are managed helps ensure smooth integration with your existing workflows.

  • All new bookings are created in the calendar specified in the bot’s Appointment Details.
  • Rescheduling and cancellations can be performed on any calendar, managed at the contact level.
  • The feature supports all appointment statuses, so no appointments are left unmanaged. 

Flexibility and Control Over Bot Behavior

You have full control over when and how the bot offers cancellation and rescheduling.

  • Easily toggle these options on or off in the Appointment Details section.
  • Adjust bot behavior to match seasonal needs, business hours, or specific campaigns.

Bulk Cancellations

For contacts with multiple appointments, the bot can process several cancellations in a single interaction.

  • Reduces repetitive actions for users.
  • Ensures all relevant appointments are managed efficiently.

Frequently Asked Questions

Q: Can I disable the cancellation or rescheduling options after enabling them?

You can toggle the options on or off within the bot’s Appointment Details, but the Lab feature activation itself is irreversible.

Q: Will the bot work with appointments from all calendars in my account?

The bot can reschedule or cancel appointments from any calendar, but new bookings are made only in the calendar associated with the bot.

Q: What happens if a contact has multiple appointments?

The bot can handle multiple cancellations in a single conversation, streamlining the process for users.

Q: Is there a way to preview how the bot will handle appointment changes?

Yes, use the Bot Trial feature to simulate and test the user experience before deploying changes.

Q: Are there any appointment statuses that aren’t supported?

All appointment statuses are supported for cancellation and rescheduling.

Q: What if I accidentally enable the Lab features?

Once enabled, these Lab features cannot be disabled, so review your decision carefully.

Q: Will contacts receive notifications when their appointments are changed or canceled?

Notification settings depend on your calendar and workflow configurations within GHL Customer Care.

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