Help Center

How callers manage their own appointments by phone

A caller with an existing appointment can ring back and check it, move it, or cancel it — without waiting for you. Here's how your agent decides it's really them.

What a caller can do

They say	Your agent
“When's my appointment?”	Looks up their next one and, once satisfied it's them, tells them the date, time and service.
“Can I move it to Thursday?”	Checks real availability the same way a new booking does, and moves it if the new time works.
“I need to cancel.”	Cancels it, freeing the slot for someone else.

A reschedule goes through the identical checks as a first-time booking — your business hours, availability rules, blackout periods and existing appointments all still apply. A caller can't move themselves into a slot your agent wouldn't have offered in the first place, and can't land on top of someone else's appointment.

Only the soonest upcoming appointment is reachable this way. A caller with several booked can't browse the list over the phone.

How your agent verifies them

Two things have to line up, and only two:

The number they're calling from. The whole lookup is bounded by caller ID — your agent searches for an upcoming appointment belonging to that number, and nothing else. This is the part that does the real work: it isn't something the caller can state, it's something they had to actually be calling from.
The name they give when asked. Your agent asks for a name and checks it against the one on the record.

There's no PIN, no texted code and no security question. That's a deliberate choice: for a routine "can I move my Tuesday?", a verification step heavier than the task itself would send most callers back to waiting for you.

What the name check is, and isn't

The name is a second factor for the common real-world cases where a number isn't one person — a shared household or business line, a recycled mobile, a family member picking up. It is not protection against someone who has genuinely taken over a customer's phone number. If your appointments are sensitive enough that this matters, don't rely on this feature as an access control.

Nothing is revealed before the name is asked

Your agent won't say "I've found your Tuesday 3pm, what's your name?". It asks first, and only then discloses anything.

And when it can't proceed, it gives one answer — the same wording whether the number isn't known at all, the number is known but has no upcoming appointment, or the name doesn't match. It won't confirm or deny that a customer record exists, won't mention the phone number, and won't offer to try a different spelling.

That's the point. If "no record for this number" sounded different from "wrong name", someone working through a list of numbers could learn which ones belong to your customers and then which names go with them, purely from how your agent phrased its refusal.

It then offers to book a new appointment — which is the honest, useful next step for the overwhelming majority of callers who really do just have nothing booked.

What you see afterwards

A caller-made change appears on the Appointments page like any other, and the call itself is logged with a full transcript, so you can always see what was said. A cancelled slot becomes available again immediately.

If you've connected Google Calendar, the mirrored event is moved or removed to match.

Turning it off

There's no separate switch for this — it comes with booking. If you'd rather callers didn't manage their own appointments, you can tell your agent so in Advanced instructions (for example, always take a message for a change request instead), though that's guidance rather than a hard block.