Staff can reschedule or cancel any appointment from the admin. Customers can cancel their own booking by replying to the SMS, but they cannot reschedule themselves.

Reschedule from the admin

  1. In the admin sidebar, click Appointments.
  2. Filter by date range and find the booking.
  3. Click Reschedule. Pick a new date and time in the modal.
  4. Save. The appointment moves to the new slot.

Cancel an appointment

On the same page, click Cancel on the booking. The status becomes Cancelled and the customer won't get the pre-appointment reminder. If the customer calls back, you can flip the status from Cancelled back to Scheduled.

Customer-side cancel by SMS

If SMS notifications are on and Cancel reply is enabled for the queue, the customer can reply 9 or cancel to their confirmation or reminder message and the appointment is cancelled. There isn't a customer-facing reschedule link in the SMS or email; to move their time, the customer needs to call you or rebook from your widget or kiosk.

Edit notes or delete a booking

Use Edit Notes to add context for staff, like a service preference. Delete removes the booking entirely and should only be used for test data or mistaken entries. For a legitimate change, prefer Cancel so the record stays visible in history.

Common problems

  • Customer says they replied to cancel and it didn't work. Check that Cancel reply is enabled in the queue's notification settings, and that the queue has SMS turned on.
  • Reschedule modal shows no times. The new date is outside your weekly hours or every slot is full. Pick a different date.
  • Customer wants a different time but you're fully booked. Cancel the appointment and ask them to book a later date through the widget or kiosk.
  • Accidentally cancelled a booking. Open the appointment and change the status from Cancelled back to Scheduled.

Related articles