Reschedule and Cancel Pabau Appointments from WhatsApp

Yes. AeroChat reschedules and cancels appointments directly in Pabau. It finds the client’s booking, offers free slots from Pabau and moves or cancels the appointment in your Pabau calendar, following the cancellation policy you keep in Pabau.

This recipe lets clients change their own appointments in chat, so the freed slot is back in your Pabau calendar straight away. Part of connecting Pabau to WhatsApp and AI chat.

What happens today

A client messages late at night to say they cannot make tomorrow’s treatment. Nobody sees it until the clinic opens, the slot stays blocked, and the practitioner has a gap that could have gone to someone on the waiting list. Other clients do not message at all and simply do not turn up. Each change also takes reception several minutes of checking the calendar and replying.

The flow that works

AeroChat finds the client in Pabau by phone number and lists their upcoming appointments.
It asks which one they want to change, and whether they want to move it or cancel it.
To move it, it checks Pabau for free slots with the same practitioner and clinic, offers up to three, and reschedules the one they pick.
To cancel it, it checks your cancellation policy in Pabau and tells the client what applies, then cancels.
It confirms the change in the chat and offers to rebook a cancelled appointment for another day.

What it looks like on WhatsApp

Client: I can’t make my laser appointment tomorrow, can I cancel? (example)

AeroChat: I can do that. Your laser hair removal is tomorrow at 11:00am with Emma at Kensington. As it is within 24 hours, our cancellation policy applies (example). Would you rather move it to another day instead? Emma has Monday 3:00pm or Wednesday 10:30am.

Client: Monday at 3 is fine.

AeroChat: All moved. Your laser hair removal is now Monday 3:00pm with Emma at Kensington.

In Pabau: the appointment is rescheduled to Monday 3:00pm and tomorrow’s 11:00am slot is free in Emma’s calendar.

The recipe

Copy this into AeroChat

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

Find them in Pabau by the phone number they are messaging from. If you cannot find them, ask for the name and date of birth the booking is under.

List their upcoming appointments with treatment, practitioner, clinic, date and time, and ask which one they mean.

If they want to move it, check Pabau for free slots for the same service, practitioner and location over the next 14 days (example) and offer up to three. When they choose, reschedule the appointment in Pabau.

If they want to cancel, check our cancellation policy in Pabau. If the appointment is inside the notice period, tell them what the policy says and offer to move it instead. If they still want to cancel, cancel it in Pabau.

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

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

Change the rebooking window to match how far ahead your clinics take bookings before you paste it.

What to connect

Pabau. An admin goes to Setup, then Developer & Other, then API Keys, creates an API key for AeroChat with read access to clients, services and cancellation policies, and read and update access to appointments. Copy the credentials from the key’s Auth tab and paste them in when AeroChat asks.
Your cancellation policy. Keep it up to date in Pabau, so AeroChat quotes the same rules your team does.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Pabau, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Pabau’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.
Whether a move inside the notice period is allowed, or goes to the team.
Who handles fee waivers and complaints.

The result to expect

Changes happen when the client asks, not when the clinic opens. Freed slots are back in Pabau straight away for other clients, and reception spends less time on calendar changes.

Measure it with your own numbers: late cancellations and no-shows, and how many freed slots are rebooked, for a month before and after. For more on the pattern, see rescheduling and cancelling on WhatsApp.

Next: book Pabau 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 Pabau connection behind it. See what each channel does on the Pabau integration page.

Let clients change their own Pabau bookings

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

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