Reschedule and Cancel Dentally Appointments from WhatsApp
This recipe lets patients move or cancel their appointment in chat, with the change made in your Dentally diary straight away. Part of connecting Dentally to WhatsApp and AI chat.
What happens today
A patient replies to a reminder on WhatsApp to say they cannot make Thursday. Reception finds the appointment in Dentally, looks for another time, sends options and waits. If the message is missed, the slot stays booked, the patient does not come, and nobody else could use the time.
The flow that works
- AeroChat confirms who the patient is.
- It finds their upcoming appointment in Dentally and reads it back.
- It asks whether they want to move it or cancel it.
- To move it, it checks the same practitioner’s availability and offers new times.
- It updates or cancels the appointment in Dentally and confirms.
The recipe
Copy this into AeroChat
When a patient asks to change or cancel an appointment, follow these steps.
- Ask for their full name and date of birth and find them in Dentally.
- Find their next appointment and read back the date, time and practitioner. If they have more than one, ask which one.
- Ask whether they want to move it or cancel it.
- To move it, check Dentally availability for the same practitioner over the next 7 days (example) and offer three times. When they pick one, move the appointment to that time.
- To cancel it, ask for a short reason, then cancel the appointment in Dentally with that reason.
- Confirm the change in one short message.
If the appointment is within 24 hours (example), tell them our late-change policy from our knowledge base before you change it. Never share another patient’s details. Reply in the customer’s language.
Change the look-ahead window and the late-change rule to match your practice before you paste it.
What to connect
- Dentally. Generate a token in Settings, then Developer Settings, with read access to patients and read and write access to appointments. Paste it in when AeroChat asks.
- Your knowledge base. Upload your cancellation and late-change policy to AeroChat so it can explain it before it makes the change.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Dentally, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Dentally’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
- How far ahead AeroChat looks for a new time.
- Whether late changes are allowed in chat or go to reception.
- Whether a patient can switch to a different practitioner.
The result to expect
Patients who cannot make it tell you in chat, and the diary changes straight away. Freed slots show up in Dentally for the next patient, and reception spends less time on back-and-forth messages.
Measure it with your own numbers: appointments moved or cancelled from chat, and missed appointments, for a month before and after.
Next: book Dentally 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 Dentally connection behind it. See what each channel does on the Dentally integration page.
Let patients move appointments in chat
Paste the recipe, add your Dentally token, and ask your own chat to move a test appointment.