Configure appointment changes

When callers need to cancel or move an appointment, Apantio AI can handle the request during the call.

Instead of waiting for your team to read a message, check the calendar, and reply manually, the AI receptionist can identify the appointment, confirm the request, and update the booking for you.

What the AI can handle

Apantio AI can help customers:

• Find their upcoming appointment.
• Cancel an appointment they no longer need.
• Reschedule to another available time.
• Confirm the change before it is applied.
• Complete the request during the call.

This is designed for everyday appointment changes that usually take your team away from higher-value work.

Built-in confirmation before changes

Appointment changes are not made from a casual request alone. Apantio AI asks for enough detail to make sure the customer is changing the right appointment.

By default, the receptionist uses:

• The phone number from the call.
• The customer's name.
• An appointment detail, such as the appointment time or service.
• A clear final confirmation before canceling or rescheduling.

If the receptionist cannot confirm the appointment confidently, it will not make the change automatically. It can hand the conversation to your team instead.

Apantio AI helps you apply consistent confirmation steps, but it does not replace your own legal or privacy review. Configure the level of verification that fits your business, region, and appointment type.

Add a one-time code for stricter verification

For businesses that want extra assurance, you can require a one-time code before the AI changes an appointment.

With one-time code verification turned on, the receptionist sends a code to the customer and waits for the correct code before canceling or rescheduling. This is useful when appointments are sensitive, high-value, or subject to stricter internal policies.

Automatic calendar updates

When a change is approved, Apantio AI updates the appointment record and syncs the change to your connected calendar.

For cancellations, the appointment is marked as canceled and the calendar event is updated or removed according to the calendar connection.

For rescheduling, Apantio AI checks availability before offering a new time. If the time is available, the appointment is moved and the calendar sync is refreshed.

Connect Google Calendar before relying on automatic rescheduling. This lets Apantio AI avoid offering times that are already busy.

Turn appointment changes on or off

You control whether the receptionist can cancel, reschedule, or require a one-time code.

Open AI settings

In the dashboard sidebar, go to Agent > AI settings.

Find appointment changes

Scroll to Appointment changes.

Choose what the AI can do

Turn cancellation and rescheduling on or off.

Choose verification strength

Turn on Require one-time code before changing appointments if you want stricter verification.

Save

Save your changes.

Recommended setup

For the best customer experience:

• Add clear service entries so customers can describe what they booked.
• Connect Google Calendar so Apantio AI can check availability and sync changes.
• Keep your transfer number up to date for cases that need human review.
• Use one-time code verification for sensitive or high-value appointments.

• Configure services: Add appointment types and service details that help customers identify their booking.

• Connect Google Calendar: Let Apantio AI check availability and sync booking changes automatically.