1. Open Conversation AI
Click AI Agents in the left-hand menu.
In the top navigation, click Conversation AI.
2. Open your AI agent
Click Agents List.
Click the name of your agent (for example, Phone Booking AI Agent) to open the agent builder.
3. Edit the Appointment Booking action
In the Actions panel on the right, find Appointment Booking and click the pencil icon to edit it.
4. Confirm the calendar and continue
Check that the correct calendar is shown under Calendar Selection, then click Proceed to move to Advanced Options.
5. Turn on cancelling and rescheduling
In Advanced Options, toggle on both:
Allow bot to cancel the appointment
Allow bot to reschedule the appointment
Then click Save.
Watch out: Make sure your prompt contains no instructions such as "I cannot help with cancellations or rescheduling", or the bot will ignore these new abilities.
6. Check the agent prompt covers reschedules and cancellations
In the prompt editor, make sure there is wording along these lines: if a contact asks to cancel or reschedule an existing appointment, help them using the booking action; first confirm which appointment they mean if needed; do not ignore or deflect cancellation or reschedule requests; if the action cannot complete it, politely tell the contact and hand over to a human.
Tip: Agents built during our standard setup usually already include this wording.
7. Open the appointment booked workflow
Click Automation in the left-hand menu.
Open the folder matching the calendar used by your agent - for a phone appointment this is usually Call Booking Workflows.
Open the booked workflow, for example Phone Call Appointment - Booked.
8. Check the trigger
In the Builder, open the trigger and confirm it points to the same calendar that is selected on your AI agent.
9. Delete the "Remove tag AI On" step
Find the step that removes the tag ai on.
Click its three dots and choose Delete.
This keeps the AI agent switched on after the appointment is booked so it can handle later reschedule requests.
10. Reconnect the broken steps and save
After deleting, the two 'Go to' steps will show errors. Reconnect them to the next step, then click Save and publish the workflow.
11. Make sure you have another workflow that turns the AI off
In your Workflows, check you have a workflow that removes the tag ai on at the right point - for example one triggered when a contact moves to the pipeline stage Joined offer or Became member. If you don't have one, create it.
12. Test with a real conversation
Open a contact who has a booked appointment and ask to reschedule. Check the agent offers new times, confirms the choice, and that the appointment updates in the conversation and in the appointment tile on the right-hand side.
Notes
Whichever calendar is selected in the AI agent determines which booked workflow you need to edit.