Handle appointment changes and cancellations
Collect a reschedule or cancellation request, identify the intended booking, and prepare a deliberate Calendar change.
Swipe sideways to explore the workflow branches.
TRIGGERNew Chat Created
Example configuration
{}bookingMenuAsk Multiple Choice Question
Example configuration
{ "question": [ { "$tag": "Constant", "value": "What would you like to do with your appointment?" } ], "answerOptions": [ "Request a new time", "Request cancellation" ] }- Request a new time
ask1Send Text Message
Example configuration
{ "message": [ { "$tag": "Constant", "value": "Please share your booking reference and the new date/time you would prefer." } ] }request1Receive Message
Example configuration
{ "receiveText": true, "receiveAudio": false, "receiveImage": false, "receiveVideo": false, "receiveFile": false }received1Send Text Message
Example configuration
{ "message": [ { "$tag": "Constant", "value": "Thank you. Your request is in this conversation. The appointment or change is not confirmed yet; our team needs to review it." } ] }
- Request cancellation
ask2Send Text Message
Example configuration
{ "message": [ { "$tag": "Constant", "value": "Please share the booking reference for the appointment you want to cancel." } ] }request2Receive Message
Example configuration
{ "receiveText": true, "receiveAudio": false, "receiveImage": false, "receiveVideo": false, "receiveFile": false }received2Send Text Message
Example configuration
{ "message": [ { "$tag": "Constant", "value": "Thank you. Your request is in this conversation. The appointment or change is not confirmed yet; our team needs to review it." } ] }
- Request a new time
This diagram follows the downloadable workflow. Edit and run it in Chatigram.Swipe the diagram to explore its branches.
Plan availability #
| Feature | Free | Starter | Pro | Enterprise |
|---|---|---|---|---|
| Active Lines | 2 | 5 | 15 | Unlimited |
| Active workflows | 3 | 10 | 45 | Unlimited |
Allowances follow the published Chatigram pricing page. Your organization’s Billing & Plans screen confirms its subscription and current usage. Plans can change. Plan information reviewed 2026-11-10.
What the assistant does #
This intake process requires a team-supported Line with Private AI mode disabled so your team can review requests in Inbox. See Private AI mode before changing the Line’s privacy setting.
The starter records the customer’s request in the conversation. It does not change or delete a Calendar event automatically.
The copyable workflow starts on New Chat Created, presents a service menu, asks for the relevant details, waits for a text reply, and acknowledges the request. Your team can review the conversation in Inbox. Acknowledging a request is not a confirmed booking or an automatic notification to a staff member.
Customize the intake #
- Import the workflow with Paste/Import Workflow.
- Open bookingMenu and edit the choices to match your business.
- Review the question and acknowledgement on every branch. Replace generic contact and follow-up wording with your actual process.
- Save, assign it to a test Line, and test every option in a fresh conversation.
Add Google Calendar booking #
Connect the intended Google Calendar account in App Connections. After importing, use the node picker to add Find Available Time Slots and, where appropriate, Create Google Calendar Event. Select your actual account and Calendar ID in those nodes. The booking guide explains their fields, availability profile, timezone, and outcomes.
Use the stored Event ID and your organization’s appropriate access checks to identify the intended appointment. Show the existing appointment and the requested change before updating or deleting it. Check availability for a proposed new time.
Collect and validate the requested date/time, show the customer the proposed details, and create the event only after a clear choice. Connect Created, Unavailable, and Error separately. Only Created should send an appointment confirmation.
For changes, use Show Google Calendar Event to inspect the booking, Update Google Calendar Event for an intended reschedule, and Delete Google Calendar Event only for an intended cancellation. The supplied JSON performs none of those actions.
Test the business rules #
- Test a valid booking reference and an unknown reference.
- Make sure a cancellation request cannot delete an unrelated event.
- Check the destination calendar after an uncertain timeout before repeating a change.
Use a test calendar and controlled recipients. Check invitation settings before sending updates. Read Workflow Activity and inspect the calendar after any uncertain result before retrying.
Ask the AI assistant to help build it #
Use the matching prompt to ask the connected Chatigram plugin to discover the actual nodes and prepare a disabled booking workflow. It will still need your calendar, business hours, resource rules, and any required account setup.
Share the pattern #
Use the copy and download controls for this starter, or adapt it into a Marketplace product with clear setup instructions and appropriate review.
Try this in Chatigram
Import, customize the messages, and assign to a test Line. This starter collects a request in the conversation; it does not create, update, or cancel a Calendar event. Add and configure Google Calendar nodes through the picker before enabling automatic bookings.
View workflow JSON
{
"format": "chatigram-workflow",
"version": 1,
"metadata": {
"sourceName": "Handle appointment changes and cancellations",
"importHelp": {
"note": "Import, customize the messages, and assign to a test Line. This starter collects a request in the conversation; it does not create, update, or cancel a Calendar event. Add and configure Google Calendar nodes through the picker before enabling automatic bookings."
}
},
"workflow": {
"instruction": null,
"multiLanguageSupport": null,
"properties": [],
"trigger": {
"$tag": "Trigger",
"type": "CONVERSATION_CREATED",
"data": {}
},
"nodes": [
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000001",
"name": "bookingMenu",
"parentId": null,
"branchIndex": 0,
"type": "ASK_MULTIPLE_CHOICE_QUESTION",
"data": {
"question": [
{
"$tag": "Constant",
"value": "What would you like to do with your appointment?"
}
],
"answerOptions": [
"Request a new time",
"Request cancellation"
]
}
},
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000002",
"name": "ask1",
"parentId": "d0c00000-0000-4000-8000-000000000001",
"branchIndex": 0,
"type": "SEND_TEXT_MESSAGE",
"data": {
"message": [
{
"$tag": "Constant",
"value": "Please share your booking reference and the new date/time you would prefer."
}
]
}
},
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000003",
"name": "request1",
"parentId": "d0c00000-0000-4000-8000-000000000002",
"branchIndex": 0,
"type": "RECEIVE_MESSAGE",
"data": {
"receiveText": true,
"receiveAudio": false,
"receiveImage": false,
"receiveVideo": false,
"receiveFile": false
}
},
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000004",
"name": "received1",
"parentId": "d0c00000-0000-4000-8000-000000000003",
"branchIndex": 0,
"type": "SEND_TEXT_MESSAGE",
"data": {
"message": [
{
"$tag": "Constant",
"value": "Thank you. Your request is in this conversation. The appointment or change is not confirmed yet; our team needs to review it."
}
]
}
},
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000005",
"name": "ask2",
"parentId": "d0c00000-0000-4000-8000-000000000001",
"branchIndex": 1,
"type": "SEND_TEXT_MESSAGE",
"data": {
"message": [
{
"$tag": "Constant",
"value": "Please share the booking reference for the appointment you want to cancel."
}
]
}
},
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000006",
"name": "request2",
"parentId": "d0c00000-0000-4000-8000-000000000005",
"branchIndex": 0,
"type": "RECEIVE_MESSAGE",
"data": {
"receiveText": true,
"receiveAudio": false,
"receiveImage": false,
"receiveVideo": false,
"receiveFile": false
}
},
{
"$tag": "Node",
"id": "d0c00000-0000-4000-8000-000000000007",
"name": "received2",
"parentId": "d0c00000-0000-4000-8000-000000000006",
"branchIndex": 0,
"type": "SEND_TEXT_MESSAGE",
"data": {
"message": [
{
"$tag": "Constant",
"value": "Thank you. Your request is in this conversation. The appointment or change is not confirmed yet; our team needs to review it."
}
]
}
}
],
"gotos": []
}
}