Conversation AI - Cancel and Reschedule Appointment

✅ What’s New?
We’ve introduced Enhanced Appointment Booking Logic to streamline scheduling, rescheduling, and cancellation appointments within Conversation AI. The new logic enables the bot to detect existing future appointments and intelligently guide users—whether they want to book another, cancel, or reschedule—improving automation and user experience.
This feature is currently available via Labs
🧩 Use Case:
Let’s say a contact says:
- “I want to book an appointment.”
→ The bot first checks if any future appointments exist. If so, it asks whether the user wants to book a new one or reschedule an existing one.
- “I want to cancel my appointment.”
→ The bot lists the upcoming appointments and asks which one(s) to cancel, prompting for a reason. If the reason is a time conflict, it nudges the user to reschedule instead.
“I want to reschedule.”
→ The bot displays the upcoming appointments and lets the user select one to reschedule.
Bulk canceling and rescheduling are supported, especially with future support for recurring appointments in mind.
# ⚙️ How it Works?
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. Do you want to book another one or reschedule?”
Rescheduling Flow:
Triggered when a user says they want to reschedule.
The bot retrieves all upcoming appointments (no time filter), displays the first 5, and allows one to be selected for rescheduling.
Reschedules are done one at a time even during bulk rescheduling.
Cancellation Flow:
User can select multiple appointments to cancel.
After selection, the bot asks for a reason.
If the reason is a time conflict, the bot nudges toward rescheduling:
“If something came up, I can help you reschedule instead of canceling. Would you like to pick a new time?”
General Rules:
Appointment info is displayed like 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.