Managing Appointments from the Client Portal

This article covers how to reschedule and cancel appointments from the client portal.

Clients can access the client portal from their automated messages, as shown below. Clients do not need a username or password to access the client portal.

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Rescheduling appointments from the client portal

To allow clients to reschedule their own appointments from the client portal, open the Settings app and go to Calendar & Appointments > Cancel & Reschedule > Allow self-rescheduling.

Once self-rescheduling is enabled, clients can select Reschedule in the client portal to reschedule an appointment.

When rescheduling, clients can select a new date and time. Clients will only see availability for the same staff member.

Appointments cannot be rescheduled if:

• The appointment duration was manually changed.

• The appointment has services that are not available in online booking.

• The appointment has overlapping services. However, overlapping buffer time does allow the appointment to be rescheduled.

You can customize your automated messages for rescheduled appointments by opening the Settings app and selecting Automated Messages > Appointment Rescheduled.

These messages will only be sent when clients reschedule from the client portal—not when staff members reschedule from the calendar.

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Canceling appointments from the client portal

To allow clients to cancel their own appointments from the client portal, open the Settings app and go to Calendar & Appointments > Cancel & Reschedule > Allow self-cancellations.

Once self-cancellations are enabled, clients can select Cancel in the client portal to cancel an appointment.

You can customize your automated messages for canceled appointments by opening the Settings app and selecting Automated Messages > Appointment Canceled.

You can also use an automated flow to re-engage clients if their appointment is canceled and encourage them to rebook. The Appointment cancellation follow up pre-built flow and Appointment canceled trigger are available for you to use.