Reschedule and Cancel Square Appointments in WhatsApp

Yes. AeroChat books directly into Square Appointments. It finds the client’s booking in Square, moves it to a new free time or cancels it inside your policy, and confirms the change in the chat.

This recipe handles “can I move my appointment?” and “I need to cancel” messages straight in Square, so the slot is freed or filled without your team stopping what they are doing. Part of connecting Square Appointments to WhatsApp and AI chat.

What happens today

Clients message to move or cancel, often the evening before. The message sits until someone opens it the next morning, finds the booking in Square and offers new times. Meanwhile the old slot stays blocked, a late cancellation goes unnoticed, or the client simply does not turn up because nobody replied.

The flow that works

AeroChat finds the client in Square by the phone number they are messaging from.
It reads their upcoming bookings and confirms which one they mean.
To move it, it checks Square for free times for the same service and team member and offers up to three.
It updates the booking to the time they choose, or checks your cancellation policy and cancels it.
It confirms the change. Inside the notice period, it explains the policy and hands over to your team.

What it looks like on WhatsApp

Client: Hi, I have a facial with Lina on Thursday. Can I change it to next week? (example)

AeroChat: Of course. Lina has Tuesday 10:00am or Wednesday 5:30pm next week. Which would you like?

Client: Wednesday please.

AeroChat: All moved. Your facial with Lina is now Wednesday at 5:30pm.

In Square Appointments: the Thursday booking is moved to Wednesday 5:30pm in Lina’s calendar and the Thursday slot 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 Square by the phone number they are messaging from. If you cannot find them, ask for the name the booking is under.

Read their upcoming bookings and confirm which one they mean, with the service, team member, date and time.

To move it, check Square for free times for the same service with the same team member over the next 14 days (example) and offer up to three. Update the booking to the one they choose and confirm the new time.

To cancel it, check our cancellation policy. If the appointment is more than 24 hours away (example), cancel it in Square, confirm, and offer to book another time.

If it is inside the notice period, explain the policy kindly and hand the conversation to our team.

Never leave the old booking in place when you move one. Never share another client’s details. Reply in the client’s language.

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

What to connect

Square Appointments. Sign in to the Square Developer Console, open your application, go to Credentials, choose Production and copy the production access token. Paste it in when AeroChat asks. Square requires Square Appointments Plus or Premium for changing bookings through the API as your business.
Your knowledge base. Upload your cancellation and late-change policy, so AeroChat applies it the same way your team does.

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

Your notice period and what happens to late cancellations.
Whether clients can move to a different team member when theirs is fully booked.
Who gets the handover for cancellations inside the notice period.

The result to expect

Clients move or cancel the moment they know, and the freed slot shows in Square straight away for someone else to book. Your team only handles the changes your policy sends to them.

Measure it with your own numbers: no-shows, and slots left empty after a late change, for a month before and after.

Next: book Square appointments from WhatsApp. For more, see rescheduling and cancelling on 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 Square Appointments connection behind it. See what each channel does on the Square Appointments integration page.

Move your first Square appointment from chat

Paste the recipe, add your Square access token, and message your own number asking to move a test booking.

Start your 7-day free trial. No credit card needed.

Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect Square Appointments for you, free. See plans.