Reschedule and Cancel Microsoft Bookings Appointments on WhatsApp
This recipe lets customers check, move or cancel their Microsoft Bookings appointment in the chat, and keeps the booking calendar up to date as they do. Part of connecting Microsoft Bookings to WhatsApp and AI chat.
What happens today
A customer messages on WhatsApp to say they cannot make tomorrow. The message sits until someone at the front desk has a minute, finds the appointment and looks for another time. Some customers give up waiting and do not come, and the slot stays empty when another customer could have taken it.
The flow that works
- AeroChat asks for the email the customer booked with.
- It finds their upcoming appointment in Microsoft Bookings and confirms the date and service.
- If they want a new time, it offers free times with the same staff member and updates the appointment.
- If they want to cancel, it cancels the appointment with a short message to the customer.
- It confirms the change in the chat.
The recipe
Copy this into AeroChat
When a customer asks about, wants to move or wants to cancel an appointment, follow these steps.
- Ask: “Which email did you use when you booked?”
- Find their upcoming appointments in Microsoft Bookings for that email. If there is more than one, list the dates and services and ask which one they mean.
- If they only want the details, reply with the date, time, service and staff member.
- If they want a new time, check when the same staff member is free in the next 7 days (example), offer three times, and update the appointment to the one they pick.
- If they want to cancel, cancel the appointment with the message “Cancelled at your request in chat” (example) and offer to book a new time.
- If the appointment is less than 24 hours away (example), tell them our cancellation policy and hand the conversation to our team instead of changing it.
Never share another customer’s appointment details. Reply in the customer’s language.
Change the notice period and cancellation message to the ones your business uses before you paste it.
What to connect
- Microsoft Bookings. Your Microsoft 365 administrator registers an app for AeroChat in Microsoft Entra ID with the Bookings permissions for reading the calendar and writing appointments, grants admin consent and creates a client secret. Paste the tenant ID, client ID and secret in when AeroChat asks.
- Your policies. Upload your cancellation policy to AeroChat so it can explain it when a change is too late.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Microsoft Bookings, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Microsoft’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 close to the appointment AeroChat can still move or cancel it.
- Whether a new time must be with the same staff member.
- Which changes always go to your team.
The result to expect
Customers who cannot make their appointment sort it out in the chat, at any hour. Freed slots go back into your booking calendar for someone else, and your front desk stops chasing changes by hand.
Measure it with your own numbers: no-shows, and appointments moved or cancelled through chat, for a month before and after.
Next: book Microsoft Bookings 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 Microsoft Bookings connection behind it. See what each channel does on the Microsoft Bookings integration page.
Let customers move their own appointments
Paste the recipe, connect your booking calendar, book a test appointment and then ask your own chat to move it.