# Reschedule or cancel an appointment on WhatsApp

> To reschedule an appointment or cancel it, the customer asks in the chat; the agent moves the same booking or cancels it and alerts the branch.

To reschedule an appointment or cancel it, the customer simply asks in the same conversation. The agent offers free times and moves the same appointment, or cancels it, and the branch gets an alert. Your team can do the same from **Calendar**.

The customer needs no booking number and no link. The agent looks up their upcoming appointments on their record and on the WhatsApp number they write from.

## Can customers reschedule their own appointment?

Yes. The customer asks to move it, and the agent moves it to a free time without anyone on your team stepping in.

1. The agent finds the customer's upcoming appointment. When they hold more than one, it asks which.
2. When reception booked that appointment on the customer's number, the agent tells them which appointment it found and asks them to confirm it is theirs before changing anything.
3. The agent offers the free times on the new day, for the same length and with the same specialist.
4. It moves the appointment to the time the customer picks, and confirms only once the move succeeded.

If the move fails for any reason, the original time stands. After a move, a new reminder is scheduled for the new time.

![A Messenger conversation where the agent offers two times and confirms the moved appointment](https://docs.mujib.ai/shots/en/bookings-reschedule-chat.webp "In a Messenger conversation the customer asks to move his appointment to Wednesday, the agent offers two free times that day, then confirms the move to the time he picks.")

## Does the specialist or the branch change when rescheduling?

A moved appointment keeps its specialist, and it can move to another branch when the customer asks for one.

- **Specialist:** always kept. When the specialist does not work on the requested day, the agent says so and names the days they do. Changing the specialist is done by your team in the calendar.
- **No specialist yet:** the appointment moves with the specialist who follows the customer; when nobody does, the agent asks as it would for a new booking. It does not ask again if the customer said anyone was fine when booking.
- **Branch:** the agent moves the appointment to another branch when the customer explicitly asks for a different one.
- **A visit from a subscription:** moves only within the subscription's branch and period, so the customer cannot move it outside them through the agent.

## How does a customer cancel?

The customer asks to cancel, and the agent cancels their upcoming appointment and confirms it.

- When the customer holds more than one appointment, the agent asks which one to cancel.
- When the customer wants a different time rather than no appointment, the agent moves it instead of cancelling and booking again.
- Cancelling works up to 60 minutes after the start time, and moving up to 60 minutes, for a customer who is running late or could not come.
- An appointment your team already marked attended or no-show is never moved or cancelled through the agent.

A cancelled appointment leaves the calendar view, which notes **Cancelled are hidden**.

## What if the agent cannot find the customer's appointment?

The agent tells the customer it could not find the appointment, and never books a replacement on its own.

- The usual reason is that the appointment is under a different number from the one the customer is writing from.
- When handing off to staff is available, the agent hands the conversation to your team so they can find and change it. See [Human handoff](https://docs.mujib.ai/en/agent/human-handoff/).
- Otherwise it gives the customer the branch's phone number.

## Who is told about moves and cancellations?

The branch gets an alert for every move or cancellation made through the agent; Mujib sends the customer nothing when your team edits a booking.

| Who changed it | What the branch gets | What the customer gets |
| --- | --- | --- |
| The customer, through the agent | A "🔄 Appointment moved" or "❌ Appointment cancelled" message on the branch number, with the previous time, and the new one for a move | The agent's confirmation in the chat |
| Your team, in the calendar | Nothing | Nothing; tell them yourself |

When the appointment moves to another branch, the old branch is told it moved away. You control change alerts in **Settings** → **Branch alerts**; they are on by default. Either way, a moved appointment gets a new reminder for its new time.

## How does the front desk move or cancel an appointment?

Open the appointment in **Calendar**, then change or cancel it from its card.

1. Click the appointment in the calendar to open its details.
2. To move it, press **Reschedule**, pick the new time, then **Save changes**.
3. To cancel it, open **Booking options**, press **Cancel booking**, then confirm.

For weekly repeating appointments, open **Manage bookings**, and on an appointment marked **Weekly bookings** press **Manage all upcoming appointments**. Then choose **Move appointments**, **Change specialist** or **Cancel upcoming**, and **Preview changes** before **Apply to upcoming appointments**. The change applies to upcoming appointments only.

## Frequently asked questions

### Can customers reschedule their own appointment?

Yes. They tell the agent they want to move it; the agent offers free times and moves the same appointment to the one they pick.

### Is the old appointment cancelled and a new one booked?

No. The agent moves the same appointment, with its length, specialist and visit type, so the customer never ends up holding two.

### Can a customer cancel after their appointment has started?

Yes, within 60 minutes of the start time, as long as nobody has recorded them as attended or a no-show.

### Is the customer told when my team moves their appointment in the calendar?

Mujib sends no message when your team edits a booking, so let the customer know yourself. The moved appointment does get a new reminder for its new time.

### Does the branch know when a customer moves or cancels?

Yes. The branch number gets an alert for every move or cancellation made through the agent, as long as change alerts are on in Branch alerts.

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Source: https://docs.mujib.ai/en/bookings/reschedule-cancel/ · Last updated: 2026-11-04