How can my customers change or cancel an appointment, and how do reminders work?

In CitaFlow, customers can manage their appointments in a few different ways, and reminders are configured separately through your business notifications settings.

How customers can change or cancel appointments

There are two common methods:

• Appointment management link: when the booking confirmation is sent, the customer can receive a unique link to modify or cancel that appointment.
• Through the bot: the appointment-management flow can ask for the booking code, locate the appointment, and allow changes.

This helps reduce the need for manual handling.

Where reminders are configured

Reminders do not necessarily depend on having WhatsApp connected as a conversational channel. They can be enabled from your business settings.

Typical path:

• My business
• Notifications

From there, you can review which messages are sent and when.

Common reminder types

Many businesses use combinations such as:

• Confirmation when the appointment is created
• Reminder one day before
• Reminder shortly before the appointment

Exact availability may depend on your account setup, but the general logic is managed in notifications, not in chatbot training.

Difference between reminders and chatbot

It helps to separate these two functions:

• Reminders and confirmations: automatic messages tied to the appointment.
• WhatsApp chatbot: automated conversations for answering questions or taking bookings.

Connecting WhatsApp for the bot is not the same as enabling booking reminders.

Best practices

• Enable at least one confirmation and one reminder before the appointment.
• Review the customer experience if your business books appointments far in advance.
• Make sure the appointment-management link is included in your active notifications.

If your customers are used to a specific reminder sequence, review that setup before going live so the transition to CitaFlow feels smooth.