Appointment Cancellation and Rescheduling in Form-Based Conversation AI

Form-Based Conversation AI bots in Sparkforge can manage existing appointments inside the chat. Contacts can reschedule or cancel without waiting on a human, and the bot handles multiple bookings in one pass.

What this feature does

Two toggles in Bot Goals enable cancellation and rescheduling. Once on, the bot offers those options inside the conversation when a contact already has an appointment on file. The bot can act on appointments across any calendar associated with the contact.

Why it matters

• Customer convenience. Contacts adjust bookings without waiting on staff.
• Less manual work. Front-desk staff stop processing routine reschedules.
• Bulk cancellations. Contacts with multiple bookings get handled in a single conversation.
• Calendar coverage. Works across every calendar tied to the contact, not just the bot’s default.
• Status agnostic. Works on appointments in any status.

Enable cancellation and rescheduling

Step 1: Edit the bot

1. Open Conversation AI.
2. Pick the bot to edit and click Edit Bot.
3. Open Bot Goals.

Step 2: Toggle the appointment options

1. In Appointment Details, find the rescheduling and cancellation toggles.
2. Enable whichever options you want the bot to offer.

Step 3: Test before going live

Use Bot Trial to simulate a conversation and confirm the cancel/reschedule flows behave correctly with your calendar setup.

How appointments are handled

• New bookings always land in the calendar specified in the bot’s Appointment Details.
• Cancellations and reschedules can target any calendar tied to the contact.
• All appointment statuses are supported.

Bulk cancellations

If a contact has multiple appointments, the bot handles them in one conversation rather than asking the contact to repeat themselves per booking.