Rescheduling by the client and by staff

Rescheduling is not a cancellation. The person is not refusing the service; Tuesday just does not work. If you make them call during working hours, some simply will not come. A reschedule link in an email or a message removes that call.

In SmartBook the client can shift their own appointment themselves, while company rules allow it. A staff member moves the appointment from the calendar: the old window is freed, the new one is checked for overlaps and the schedule. You do not need to delete the card and create it again — the client’s history is not broken.

What happens to the slot

The old time becomes available online again, if it can still be given away. The system will not give out the new time if the specialist is on leave, the slot is taken, or the service does not fit in the remaining window. That is the same check as at first booking — without “I’ll put it in by eye”.

• The client changes the date and time of their own appointment, not someone else’s.
• The receptionist sees the reschedule in the history and does not guess why Tuesday emptied out.
• The comment and the client’s details stay in place.

When it is better not to allow self-reschedule

Complex colouring, two specialists in a row, a room booked for a machine — sometimes you need a call. Then reception keeps the reschedule. Online rescheduling works well on typical services with a clear duration.