Reschedule or Cancel Setmore Appointments in Chat

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

What happens today

Customers message to ask what time they are booked for, or to say they need another day. Each one means opening Setmore, searching for the booking and messaging back. Requests sent after hours wait until morning, and a slot that could have been rebooked sits empty.

The flow that works

AeroChat finds the customer in Setmore by phone or email and reads their upcoming appointments.
It confirms which appointment they mean.
To move it, it checks free slots with the same staff member and reschedules to the one they pick.
To cancel, it checks your notice period, confirms and cancels in Setmore.
It confirms the change in the chat.

The recipe

Copy this into AeroChat

When a customer asks about, changes or cancels an appointment, follow these steps.

Find them in Setmore by the phone number they are messaging from. If there is no match, ask for the email they booked with.

Read their upcoming appointments. If they only want to know when it is, reply with the date, time, service and staff member.

If they want to change it, confirm which one: “Is this your colour appointment with Sam on Thursday 6 November at 11am (example)?”

To move it, ask which day suits them, check Setmore for free slots with the same staff member and offer up to three. Reschedule the appointment to the slot they choose.

To cancel, if the appointment is more than 24 hours away (example), confirm and cancel it in Setmore. If it is less than 24 hours away, explain our late cancellation policy from the knowledge base, offer to move it instead, and hand over to our team if they still want to cancel.

Confirm the new date and time, or the cancellation.

Only offer slots Setmore shows as free. Never share another customer’s details. Reply in the customer’s language.

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

What to connect

Setmore. On a Setmore Pro account, request API access from Setmore by email. When it is approved, copy your API credentials and enter them 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 Setmore, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Setmore’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 a move can go to a different staff member.
Who gets the conversation for late changes.

The result to expect

Customers get their appointment time straight away, and changes reach Setmore when they are sent. Freed slots open up in time to be booked again, and your team stops searching the calendar to answer the same question.

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

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

Let customers change bookings in chat

Paste the recipe, add your Setmore credentials, book a test appointment, and then ask your own chat to move it.

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On Shopify? Install AeroChat from the Shopify App Store.