Reschedule and Cancel LatePoint Bookings from WhatsApp

Yes. AeroChat reschedules and cancels bookings directly in LatePoint. It finds the client’s booking, offers free slots from LatePoint and moves the booking or sets it to cancelled, so your calendar matches what was agreed in the chat.

This recipe lets clients change their own appointments in chat, and the freed slot goes straight back into your LatePoint availability. Part of connecting LatePoint to WhatsApp and AI chat.

What happens today

Clients who need to move an appointment rarely open the confirmation email. They send a WhatsApp message instead: “can I come Thursday instead?”. Your team reads it between clients, opens LatePoint, suggests times and waits for a reply. Some clients never say anything and simply do not turn up, and the slot is lost.

The flow that works

AeroChat finds the client in LatePoint by email or phone and lists their upcoming bookings.
It confirms which booking they mean, and whether they want to move it or cancel it.
To move it, it checks LatePoint for free slots for the same service and agent, offers up to three and moves the booking to the one they pick. LatePoint re-checks the new slot first.
To cancel it, it checks your cancellation policy and sets the booking to cancelled in LatePoint.
It confirms the change in the chat, and LatePoint sends its usual notification. After a cancellation, it offers another time.

What it looks like on WhatsApp

Client: Hi, I can’t make my facial on Wednesday. Can I change it? (example)

AeroChat: No problem. Your facial with Joanne is Wednesday at 3:00pm. Joanne has Thursday 4:00pm or Friday 11:00am free. Which would you like?

Client: Friday 11.

AeroChat: All moved. Your facial with Joanne is now Friday at 11:00am.

In LatePoint: the booking moves to Friday 11:00am and Wednesday 3:00pm is free again.

The recipe

Copy this into AeroChat

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

Find them in LatePoint by the email they booked with, or by the phone number they are messaging from. If you cannot find them, ask for the name the booking is under.

List their upcoming bookings with service, agent, date and time, and ask which one they mean.

If they want to move it, check LatePoint for free slots for the same service and agent over the next 7 days (example) and offer up to three. When they choose, change the booking to that date and time in LatePoint.

If they want to cancel, offer to move it first. If they still want to cancel, check our cancellation policy. If they are inside the notice period, explain the policy and hand over to the team. Otherwise set the booking to cancelled in LatePoint.

Confirm the change. After a cancellation, offer to book another time.

Never move or cancel a booking that belongs to someone else. If they ask for a refund or raise a complaint, tell them a team member will reply and hand over. Reply in the client’s language.

Change the rebooking window and add your notice period before you paste it. LatePoint checks every new time against working hours, buffers and existing bookings, the same way as your booking form.

What to connect

LatePoint. On your WordPress site, go to LatePoint, then Settings, then API. Turn on Enable REST API, click Generate New Key with read and write permissions, and paste the key and your website address in when AeroChat asks.
Your cancellation policy. Add it to your knowledge base in AeroChat, so AeroChat quotes the same rules you do.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect LatePoint, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from LatePoint’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

Whether clients can cancel in chat, or only move.
How close to the appointment a change is still allowed.
Whether a client can switch to another agent when theirs is full.
Who handles refunds on paid bookings.

The result to expect

Changes happen when the client asks, not when your team next checks the phone. Freed slots are back in LatePoint straight away for other clients, and fewer appointments end in a no-show.

Measure it with your own numbers: no-shows, and how many changed appointments still take place, for a month before and after. For more on the pattern, see rescheduling and cancelling on WhatsApp.

Next: book LatePoint appointments from WhatsApp.

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 LatePoint connection behind it. See what each channel does on the LatePoint integration page.

Let clients change their own LatePoint bookings

Paste the recipe, add your LatePoint API key, book yourself an appointment in LatePoint, then message your own number to move it.

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