Reschedule and Cancel Zanda Appointments from WhatsApp

Yes. AeroChat reschedules and cancels appointments directly in Zanda. It finds the client’s appointment, offers open times from the practitioner’s roster and moves or cancels the appointment, so your diary matches what was agreed in the chat.

This recipe lets clients change their own appointments in chat, and the freed time goes straight back into your Zanda diary for someone else. Part of connecting Zanda to WhatsApp and AI chat.

What happens today

Clients who cannot make an appointment send a WhatsApp message: “can I move tomorrow’s session?”. Reception reads it when the desk is quiet, checks the diary, offers times and waits for a reply. Late messages are missed, the client does not turn up, and the time is lost.

The flow that works

AeroChat asks for the client’s name and date of birth and finds their upcoming appointments in Zanda.
It confirms which appointment they mean, and whether they want to move it or cancel it.
To move it, it checks the same practitioner’s roster and existing appointments at the same location, offers up to three open times and moves the appointment to the one they pick.
To cancel it, it explains your cancellation policy if it applies, then marks the appointment cancelled in Zanda with a cancellation reason.
It confirms the change in the chat and, after a cancellation, offers another time.

What it looks like on WhatsApp

Client: Hi, I need to change my appointment on Friday. Something came up at work. (example)

AeroChat: Sorry to hear that. Can I have your name and date of birth?

Client: Tom Walsh, 08/11/1984

AeroChat: Thanks, Tom. Your session with Emma is Friday 11:00am at Richmond. Emma has Monday 3:30pm or Tuesday 9:00am open. Would either work?

Client: Monday 3:30.

AeroChat: All moved. Your session is now Monday 3:30pm with Emma at Richmond.

In Zanda: the appointment moves to Monday 3:30pm and Emma’s Friday time is open again.

The recipe

Copy this into AeroChat

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

Ask for their name and date of birth and find their upcoming appointments in Zanda. If you cannot find them, ask whether the appointment is under another name.

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

If they want to move it, read the same practitioner’s roster in Zanda for the next 14 days (example), leave out times already taken, and offer up to three open times at the same location. When they choose, move the appointment in Zanda.

If they want to cancel, offer to move it first. If they still want to cancel, check our cancellation policy in the knowledge base and explain it if it applies, then mark the appointment cancelled in Zanda with the reason “Cancelled by client in chat” (example).

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

Never move or cancel an appointment that belongs to someone else. Never give clinical advice. If they ask about a fee, a refund or a clinical question, tell them the practice team will reply and hand over. Reply in the client’s language.

Change the rebooking window and the cancellation reason before you paste it. Use a cancellation reason that already exists in your Zanda account, so your reports stay tidy.

What to connect

Zanda. The master user of your Zanda account generates an API key under Tools, then Zanda API Key. Paste it in when AeroChat asks. API access needs a paid Zanda plan.
Your cancellation policy. Add it to your knowledge base in AeroChat, so AeroChat quotes the same rules your reception does.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Zanda, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Zanda’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.
How close to the appointment a change is still allowed.
Who handles late cancellation fees and refunds.

The result to expect

Changes happen when the client asks, not when reception next checks the inbox. Freed times are back in Zanda straight away for other clients, and fewer appointments end in a no-show.

Measure it with your own numbers: no-shows, and how many changed appointments still take place, for a month before and after. For more on the pattern, see rescheduling and cancelling on WhatsApp.

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

Let clients change their own Zanda appointments

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

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