Reschedule or Cancel Acuity Scheduling Appointments in Chat

This recipe lets clients move or cancel their appointment by messaging you, with Acuity Scheduling updated in the same conversation. Part of connecting Acuity Scheduling to WhatsApp and AI chat.

What happens today

A client messages late at night to say they can’t make tomorrow. The message is read in the morning, after the slot could have gone to someone else. Moving the booking means finding it in Acuity, checking new times and messaging back and forth. Clients who get no quick answer often just don’t turn up.

The flow that works

AeroChat finds the client’s upcoming appointment in Acuity by email or phone.
It confirms which appointment they mean.
To move it, it checks free times for the same appointment type and reschedules to the one they pick.
To cancel, it checks your notice period, confirms and cancels in Acuity.
It confirms the change in the chat.

The recipe

Copy this into AeroChat

When a client asks to change or cancel an appointment, follow these steps.

Ask for the email they booked with. Find their upcoming appointments in Acuity Scheduling. If none match, ask for the phone number on the booking.

Confirm the appointment: “Is this your facial on Friday 7 November at 2pm (example)?”

If they want to move it, ask which day suits them, check Acuity for free times for the same appointment type and offer up to three. Reschedule the appointment to the time they choose.

If they want to cancel and the appointment is more than 24 hours away (example), confirm and cancel it in Acuity. Add a note that it was cancelled in chat.

If it is less than 24 hours away, explain our late cancellation policy from the knowledge base and offer to move it instead. If they still want to cancel, hand the conversation to our team.

Confirm the new date and time, or the cancellation.

Only offer times Acuity shows as free. Never share another client’s details. Reply in the customer’s language.

Change the notice period to match your cancellation policy before you paste it.

What to connect

Acuity Scheduling. In Acuity, open Integrations, find the API section and copy your User ID and API key. Enter both when AeroChat asks.
Your cancellation policy. Add it to your AeroChat knowledge base so AeroChat explains it the same way every time.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Acuity Scheduling, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Acuity Scheduling’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

The notice period for cancelling in chat.
Whether late changes go to your team or are handled in chat.
How far ahead clients can move an appointment.

The result to expect

Changes reach Acuity when the client sends them, not when someone next reads the chat. Freed slots open up in time to be booked again, and fewer clients simply don’t turn up.

Measure it with your own numbers: no-shows, and appointments moved instead of cancelled, for a month before and after.

Next: book Acuity appointments from chat.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Acuity Scheduling connection behind it. See what each channel does on the Acuity Scheduling integration page.

Let clients change bookings in chat

Paste the recipe, add your Acuity User ID and API key, book a test appointment, and then ask your own chat to move it.

Start your 7-day free trial. No credit card needed.

On Shopify? Install AeroChat from the Shopify App Store.