Conversation AI - Cancel and Reschedule Appointment

What’s New?

We’ve launched Enhanced Appointment Booking Logic to streamline scheduling, rescheduling, and cancelling appointments within Conversation AI. This new logic allows the bot to identify existing future appointments and intelligently guide users—whether they want to book a new one, cancel, or reschedule—enhancing automation and user experience.

This feature is currently available via Labs

Use Case: 

Consider the following scenarios:
 
"I want to book an appointment."
 
→ The bot first checks for any future appointments. If found, it asks if the user wants to book a new one or reschedule an existing appointment.

"I want to cancel my appointment."
 
→ The bot lists upcoming appointments and prompts the user to specify which one(s) to cancel, asking for a reason. If the reason is a time conflict, it suggests rescheduling instead. 

"I want to reschedule." 

→ The bot shows upcoming appointments and allows the user to select one to reschedule.Bulk cancelling and rescheduling are supported, especially with plans for future recurring appointments.

How it Works?

1. **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?"

2. **Rescheduling Flow:** 
   - **Triggered when a user expresses the desire to reschedule.** 
   - The bot retrieves all upcoming appointments (no time filter), displays the first 5, and allows one to be selected for rescheduling. 
   - Rescheduling occurs one at a time, even during bulk requests.

3. **Cancellation Flow:** 
   - Users can select multiple appointments to cancel. 
   - After selection, the bot asks for a reason. 
   - If the reason is a time conflict, the bot nudges the user towards rescheduling: 
     "If something came up, I can help you reschedule instead of cancelling. Would you like to pick a new time?" 

General Rules: 

• Appointment information 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 managed at the contact level. 
• Supports all appointment statuses.