Cancel Wix Bookings Appointments on WhatsApp and in Chat

Yes. AeroChat books directly into Wix Bookings. When a customer asks to cancel, AeroChat finds the booking in Wix Bookings, checks your cancellation policy, tells them about any fee your policy sets, and cancels the booking once they confirm.

This recipe handles “I need to cancel” in the chat, inside the cancellation policy you set in Wix Bookings. Part of connecting Wix Bookings to WhatsApp and AI chat.

What happens today

A customer who cannot come messages late at night. Nobody sees it until the morning, or ever. The slot sits empty when someone else could have taken it, and the customer is not sure whether they will be charged. When the cancellation is easy and clear, people cancel instead of not turning up.

The flow that works

The customer asks to cancel.
AeroChat asks for the email they booked with, finds the booking in Wix Bookings and reads back the service, date and time.
It checks your cancellation policy and tells the customer about any fee before they confirm.
It cancels the booking in Wix Bookings, confirms in the chat and offers to book a new time.

What it looks like on WhatsApp

Customer: I’m sick, I have to cancel tomorrow’s appointment. (example)

AeroChat: Sorry to hear that. Can you confirm the email you booked with?

Customer: chris@example.com

AeroChat: Thanks, Chris. I found your physio session tomorrow, Wednesday 19 November, at 09:00. Our policy has no fee for cancellations made more than 12 hours ahead (example), so there is no charge. Shall I cancel it?

Customer: Yes please.

AeroChat: Canceled. Feel better soon. Would you like me to find a time next week?

In Wix Bookings: the booking is canceled and removed from your booking calendar, so the 09:00 slot is free for other customers.

The recipe

Copy this into AeroChat

When a customer asks to cancel a booking, follow these steps.

Ask for the email they booked with.

Find their upcoming bookings in Wix Bookings by that email. If there is more than one, ask which one they mean.

Read back the service, date and time.

Check our cancellation policy for that booking. If it sets a fee, tell them the fee before you go on.

Ask them to confirm the cancellation.

Cancel the booking in Wix Bookings and confirm it in the chat.

Offer to find a new time.

If the policy does not allow cancellation for that booking, say so plainly and hand the conversation to our team. Do not promise refunds. Our team handles them in Wix. Never cancel another customer’s booking. Reply in the customer’s language.

Change the wording about fees and the rebooking offer to match your policy before you paste it.

What to connect

Your Wix site. Built in. Connect Wix from the AeroChat dashboard and the chat is added to your site.
Wix Bookings. Open the API Keys Manager in your Wix account (account owners and co-owners can create keys), create a key, give it access to your site only, and choose the Wix Bookings and Wix eCommerce checkout permissions. Copy the key and your site ID, which is the part of your site dashboard URL after /dashboard/. Wix only accepts a site-level call with a key from the account that owns the site. Paste them in when AeroChat asks.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: add the Wix Bookings key, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Wix’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 cancellation policy and any fee in Wix Bookings, which Wix applies to every cancellation.
How refunds are handled, which stays with your team in Wix.
Whether AeroChat offers a new time straight away or a discount you have approved.

The result to expect

Customers cancel in the chat at any hour, and the slot goes back on sale straight away. Fewer people simply do not show up, and nobody wonders whether they will be charged.

Measure it with your own numbers: cancellations made in chat, no-shows, and canceled slots rebooked, for a month before and after.

Next: offer a reschedule instead, or see every Wix Bookings workflow.

Works on every chat channel

This workflow runs the same way on the chat on your Wix site, WhatsApp, Instagram, Facebook Messenger, Telegram and email, with the same Wix Bookings connection behind it. See what each channel does on the Wix Bookings integration page.

Handle cancellations in chat

Connect your Wix site, paste the recipe, add your Wix key, and cancel a test booking from your own number.

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On Shopify? Install AeroChat from the Shopify App Store.