By text
A client texts to cancel
A quick message saying they cannot make it is matched to the right booking and answered with new times.
Workflow · Rescheduling
Plans change. Your diary keeps up.
When a client cannot make it, the appointment is found, new times are offered, the diary is updated and everyone is told.
When this happens
Any request to move, cancel or rearrange an appointment you hold starts this workflow.
Reminder reply
A client replies to a reminder
Replies to your appointment reminders, such as "can we move this?", are picked up rather than left in an inbox.
Late notice
The morning of the appointment
Short-notice changes follow your cancellation policy, and anything that policy says needs a person goes to one.
Running late
A client is stuck in traffic
It tells the right person, and offers a later slot only if your rules allow it.
Your side
Someone on your team is off
You tell it which diary is affected. It contacts each client with alternatives, with your OK.
Waiting list
A slot opens up
If you keep a waiting list, the released time can be offered to the next person, within your rules.
What happens, step by step
The homepage shows four steps. This is the full version, including the cases it hands back to you.
- 01Automatic
Message in
A text, email, call or reply to a reminder arrives asking to move or cancel. It is logged with the time it arrived.
- 02Automatic
Appointment found
It matches the sender to their booking and checks the details agree before changing anything. If there is more than one possible booking, it asks which one.
- 03Automatic
Your rules checked
Notice period, appointment type and length, whether it must stay with the same person, and how many times a booking can move. Anything outside the rules goes to you.
- 04Automatic
Two times offered
It looks at real availability and offers two times that fit, with the same person by default. If neither suits, it offers more or passes the request to your team.
- 05Automatic
Diary updated
The old slot is released and the new one booked in your calendar. Reminders are reset and any linked notes or room bookings move with it.
- 06Automatic
Everyone told
The client gets a confirmation with a way to change it again. The person they are seeing sees the change in their diary.
- 07Automatic
Freed slot offered
If you keep a waiting list and have switched this on, the released time is offered to the next suitable person.
- 08Waits for you
Exceptions come to you
Late cancellation charges, repeated changes, appointments tied to a deadline and anything a client asks beyond the booking itself wait for a person.
What runs on its own, and what waits for you
Finding the booking, offering new times, updating the diary and telling everyone run on their own, because they are a matter of rules and availability. Decisions about money, such as a late cancellation charge, and anything where timing affects the work, wait for a person.
Before launch we write the rules down with you: notice periods, which appointment types can move freely, whether clients must stay with the same person, and how far ahead it can book. Changes outside those rules are passed to your team with the details already gathered.
It works out of hours too, so a client who cancels at 10pm gets new times that evening and the slot is free again for the morning. Messages use your firm's tone, and the first one in any conversation says it is an AI assistant.
- Notice periods and cancellation policy
- Which appointment types it can move
- Same person only, or anyone qualified
- How many times a booking can move
- Whether freed slots go to a waiting list
- Wording of confirmations and reminders
An example change
A fictional text thread with a clinic patient.
ClientSo sorry, I cannot make Friday at 4:30 any more.
08:41 · Text matched to Ella's follow-up on Friday 16:30. Notice period met. Same clinician required for follow-ups.AI receptionistHi Ella, this is the clinic's AI assistant. No problem. I can offer Friday at 9:00 or Tuesday at 16:30 with the same clinician. Which suits you?
ClientTuesday please.
AI receptionistDone. You are booked for Tuesday at 16:30, and Friday is cancelled. You will get a reminder the day before. Reply C if you need to change it again.
Friday 16:30 released. Tuesday 16:30 booked. Reminder reset. Clinician's diary updated.ClientThanks. Should I keep taking the new tablets until then?
AI receptionistI cannot answer medical questions, so I have passed that to the clinical team and someone will get back to you. If you feel unwell before then, call 111, or 999 in an emergency.
Medication question sent to the clinical team as a priority message, with the thread attached.How it looks in your sector
Law
Law firms
Client meetings and calls with fee earners are moved within your rules. It only moves your own appointments. Hearings, deadlines and anything set by a court or another party stay with your team.
Read more →Accounting
Accountants
Review meetings and year-end calls are rearranged around each manager's diary. If a move would push work close to a filing deadline you have recorded, it flags that to the manager instead of booking it.
Read more →Healthcare
Healthcare
Follow-ups stay with the same clinician and the right appointment length by default. Clinical questions asked along the way go to your clinical team, and urgent symptoms follow your urgent protocol.
Read more →The rules it works by
Limits on rescheduling
- It only moves your own appointments.Hearings, deadlines and third-party bookings are for your team.
- It never applies a charge.Late cancellation fees are your decision, never its own.
- It never guesses which booking.If the match is unclear, it asks the client or your team.
- It never answers clinical questions.Those go to the right person, with the thread attached.
Questions about rescheduling
Does it work with our booking system?
We build on the calendar or booking system you already use, via its API where it offers a way in. If it has none, we tell you during the audit and agree what is possible before you commit.
What if none of the offered times suit?
It offers more, within the rules you set. If nothing fits, it passes the request to your team with the client's preferences already noted.
What about late cancellation charges?
It does not apply them. If your policy includes a charge, the booking is flagged to a person to decide, and the client is not told about a charge unless you choose to.
Can it move a whole day when someone is off sick?
Yes, once you tell it which diary is affected and confirm. It contacts each client with alternatives and shows you who has rebooked and who has not.
Can a client keep moving the same appointment?
You set the limit. Beyond it, the next request goes to your team rather than being booked automatically.
Other workflows
Thirty minutes. No obligation.
Human tired.Computer do it.
We will tell you honestly where AI will and will not save your firm time.