How a Caller Cancels a Booking

Customers can cancel an existing booking by calling your AI receptionist. The AI handles the full cancellation conversation, looking up the booking and confirming before cancelling.

The cancellation flow

  1. The customer calls and indicates they want to cancel a booking.
  2. The AI looks up their booking using their phone number.
  3. The AI reads back the booking details: "I have you booked for Tuesday the 8th at 5 pm. Is that the booking you'd like to cancel?"
  4. The customer confirms.
  5. The AI cancels the booking and confirms to the caller.

Before the AI cancels

The AI confirms the booking details before proceeding. This prevents accidental cancellations — the customer must explicitly confirm that the booking described is the one they want to cancel.

What happens in the dashboard

When a booking is cancelled through the AI:

  • The booking status changes to Cancelled in your dashboard.
  • The booking remains visible in the calendar with the cancelled status (it's not deleted).
  • The time slot becomes available again for new bookings.

Cancellation policy information

If you've configured a Cancellation Policy in your Booking Page settings, the AI may reference it during the cancellation conversation. For example, if your policy says cancellations less than 24 hours in advance incur a fee, the AI can mention this before confirming the cancellation.

Make sure your Cancellation Policy text is clear and specific enough for the AI to communicate accurately.

If the caller can't find the booking

If the AI cannot locate a booking for the caller's number, it will let them know and offer to transfer to a human who can assist. This is particularly useful if the booking was made under a different phone number.

💡 Tip: If you want to prevent last-minute cancellations via the AI, work this into your knowledge base or personality settings. For example, a note in your after-hours greeting or knowledge base could direct callers to call during business hours to cancel, rather than cancelling through the AI at 2 am.

⚠️ Important: Cancellations made through the AI are permanent — the AI will not take a cancelled booking and offer to rebook it in the same conversation. The caller would need to make a fresh booking call.