How To Update Cancellation and Reschedule Links For Your Calendar

Having your calendar set up properly ensures your clients can book appointments with you so you maximize your business opportunities. Sometimes,  your clients need to be able to reschedule or cancel an appointment. You want to ensure it is easy to do so, to prevent no-shows. Here, we'll share how to ensure your reschedule and cancellation links are ready to- go and easy to use when needed.

Step 1: Update the custom values within the calendar. 

• Under Settings, navigate to Calendars.
• Click the … next to the Calendar you've already created and wish to edit. Select Edit from the dropdown menu.
• In the popup, in the Notifications & Additional Options Tab, scroll down to “Additional Notes”, and scroll down through the notes to find the values mentioned. You can customize the message, and be sure to update the custom values to the following to activate and use them:
  • Reschedule: {{appointment.reschedule_link}}
  • Cancellation: {{appointment.cancellation_link}}

Please Note: To activate these links change them from reschedule_link and cancellation_link to the values shown above

• Save to confirm your changes.
• When you move on to rescheduling and cancellation you can also set time limits on when appointments can be rescheduled or canceled, helping to minimize last-minute changes that disrupt schedules and waste valuable time. 
• To enable and configure this feature, go to your calendar settings, navigate to notifications and additional options, and scroll down to the cancellation and reschedule policy section. You can set specific time restrictions before an appointment to prevent last-minute changes.

Note: It’s important to clearly communicate these policies to your customers, such as including them in the meeting details or booking confirmation messages, to ensure transparency and avoid misunderstandings.

Step 2: Using the Appointment Status Trigger and the Update Appointment Status Action. 

By using these components you can automate the way you handle your appointments. You can use the trigger to automatically initiate a workflow given a series of filters.

Once the appointment statuses are managed, you can see them updated accordingly under Calendars > Appointments.

Step 2: Update the custom values within a confirmation/reminders campaign or workflow. 

Note: This is a deprecated Featur. You recommend to use workflows. 

If you want to give a lead the option to reschedule or cancel within a confirmation and reminder campaign, you can use those same custom values in the campaign.

• Set up a trigger based on an appointment being booked (for example, within the Appointment Confirmation and Reminders Campaign) that pushes the lead into the Appointment Confirmation and Reminder campaign. 
• You can see that the custom values are in the triggered SMS response.
  • NOTE: These custom values will only function if the campaign is fired via an "Appointment Booked" trigger. 
• Under Campaigns, click "Appointment Confirmations and Reminders" and ensure you have the correct custom values set up for the SMS.
  • Reschedule: {{appointment.reschedule_link}}
  • Cancellation: {{appointment.cancellation_link}}

• In the campaign, click into the contact and scroll down in the messages where you'll see the reschedule and cancellation link. You can click into the cancellation link, and see the text field for "cancellation reason", which shows the link is working.
• Make sure to save any campaign changes, and activate the campaign in order for it to run.

FAQs

Q: What if my reschedule or cancellation links aren't working?
A: Double-check that you’ve inserted the correct custom values in your calendar and campaigns. Ensure they are saved and activated.

Q: Can I customize the reason for the cancellation?
A: Yes, within the cancellation link settings, you can include a text field for clients to specify their reason for cancellation.

Q: What happens if I change the time limits for cancellations?
A: Any existing appointments will follow the new policy, so ensure clients are informed about any changes to avoid confusion.

Q: How can I ensure clients are aware of the cancellation and reschedule policies?
A: Include these policies in confirmation emails and messages to clients, and consider mentioning them during appointment bookings.