Rescheduling & cancellation

Documentation Index

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Bookings aren’t frozen at creation. Each booking moves through a defined lifecycle, and several parties can transition it. This page summarises who can do what and what propagates to the rest of the system.

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Lifecycle states

A booking is always in exactly one state: The exact transitions happen automatically (on join, on end, on grace window expiry) or manually (cancel, reschedule).

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Who can change what

The preset controls whether customers are allowed to reschedule or cancel on their own. When those are off, the customer has to contact the agent.

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What happens on reschedule

When a booking is rescheduled:

1. The old scheduled time moves to the booking’s history; the new time becomes the active scheduled_at.
2. Pending reminders for the old time are cancelled.
3. New reminders are planned against the new time.
4. If Genesys pre-meeting dispatch was configured, any prior dispatch record is cleared and a new one is scheduled for the new time.
5. A rescheduled event is written to the timeline and scheduled.rescheduled is pushed to any configured webhook.

The booking’s meeting link stays the same. A customer who had the link from a prior reminder can still use it to join the new slot — they don’t get a new URL.

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What happens on cancel

1. The booking moves to cancelled with a timestamp, the actor, and an optional reason.
2. Pending reminders are cancelled.
3. If the preset has the cancellation reminder enabled, that one fires so the customer is informed.
4. A cancelled event is written to the timeline and scheduled.cancelled is pushed to webhooks.

Cancellation is soft — the row is kept for auditing, reporting, and reactivation. It’s never hard-deleted.

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No-show

If the slot passes and nobody joined (or the agent joined but the customer never showed), the platform marks the booking no_show after a short grace window. The scheduled.no_show webhook fires at that point. An agent can also mark a no-show manually from the booking detail.

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Confirmation flow (optional)

When the preset has “require customer confirmation” enabled:

• New bookings start in pending_confirmation.
• The customer receives an invitation with a confirm link.
• On confirmation they move to confirmed.
• If they don’t confirm before the configured window closes, the booking is auto-cancelled with reason unconfirmed_auto_cancel.

This is a way to filter out flaky bookings before you commit agent time to them.

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What’s next