How a Caller Modifies a Booking

If a customer needs to change the date, time, party size, or other details of an existing booking, they can do so by calling your AI receptionist. The AI can look up and modify bookings on their behalf.

What the AI can modify

During a call, the AI can modify:

  • The date of the booking
  • The time of the booking
  • The party size (restaurant bookings)
  • The assigned staff member (service bookings, if a different person is requested and available)

How the conversation typically goes

  1. The customer calls and says they want to change or move a booking.
  2. The AI looks up their booking using their phone number (which was recorded when the original booking was made).
  3. The AI confirms the existing booking details: "I have you booked for Thursday the 12th at 6:30 pm, party of 3. Is that the booking you'd like to change?"
  4. The customer confirms.
  5. The AI asks what they'd like to change (new date? new time?).
  6. The AI checks availability for the requested change.
  7. If available, the AI updates the booking and confirms the new details.

If no booking is found

If the AI cannot find a booking for the caller's number, it will let them know and may ask for additional details (like the name on the booking). If it still can't locate the booking, it may offer to transfer to a human for assistance.

Availability check for modifications

When a customer requests a new time or date, the AI checks availability just as it does for new bookings. If the new time is already fully booked, the AI will say so and offer alternatives.

Dashboard update

Modified bookings update immediately in your dashboard calendar. The updated booking shows the new date, time, and any other changed details.

💡 Tip: If customers frequently call to reschedule, make sure the booking confirmation SMS (if enabled) includes the booking management link. Customers can often self-serve rescheduling online without needing to call at all.

⚠️ Important: The AI can only modify bookings it can find based on the caller's phone number. If the booking was made under a different number, or the caller is calling from a number not on record, the AI may not find it automatically.