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Documentation Index

Fetch the complete documentation index at: https://docs.lobbystack.com/llms.txt

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When customers need to cancel or move an appointment, LobbyStack can handle the conversation automatically by phone or SMS. Instead of waiting for your team to read a message, check the calendar, and reply manually, the AI receptionist can identify the appointment, confirm the request, and update the booking for you.

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What the AI can handle

LobbyStack can help customers:
  • Find their upcoming appointment.
  • Cancel an appointment they no longer need.
  • Reschedule to another available time.
  • Confirm the change before it is applied.
  • Receive help in the same channel where they started, including calls and SMS.
This is designed for everyday appointment changes that usually take your team away from higher-value work.

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Built-in confirmation before changes

Appointment changes are not made from a casual request alone. LobbyStack asks for enough detail to make sure the customer is changing the right appointment. By default, the receptionist uses:
  • The phone number from the call or SMS conversation.
  • The customer’s name.
  • An appointment detail, such as the appointment time or service.
  • A clear final confirmation before canceling or rescheduling.
If the receptionist cannot confirm the appointment confidently, it will not make the change automatically. It can hand the conversation to your team instead.
LobbyStack helps you apply consistent confirmation steps, but it does not replace your own legal or privacy review. Configure the level of verification that fits your business, region, and appointment type.

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Add a one-time code for stricter verification

For businesses that want extra assurance, you can require a one-time code before the AI changes an appointment. With one-time code verification turned on, the receptionist sends a code to the customer and waits for the correct code before canceling or rescheduling. This is useful when appointments are sensitive, high-value, or subject to stricter internal policies.

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Automatic calendar updates

When a change is approved, LobbyStack updates the appointment record and syncs the change to your connected calendar. For cancellations, the appointment is marked as canceled and the calendar event is updated or removed according to the calendar connection. For rescheduling, LobbyStack checks availability before offering a new time. If the time is available, the appointment is moved and the calendar sync is refreshed.
Connect Google Calendar before relying on automatic rescheduling. This lets LobbyStack avoid offering times that are already busy.

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Turn appointment changes on or off

You control whether the receptionist can cancel, reschedule, or require a one-time code.
1

Open AI settings

In the dashboard sidebar, go to Agent > AI settings.
2

Find appointment changes

Scroll to Appointment changes.
3

Choose what the AI can do

Turn cancellation and rescheduling on or off.
4

Choose verification strength

Turn on Require one-time code before changing appointments if you want stricter verification.
5

Save

Save your changes.
For the best customer experience:
  • Add clear service entries so customers can describe what they booked.
  • Connect Google Calendar so LobbyStack can check availability and sync changes.
  • Keep your transfer number up to date for cases that need human review.
  • Use one-time code verification for sensitive or high-value appointments.

Configure services

Add appointment types and service details that help customers identify their booking.

Connect Google Calendar

Let LobbyStack check availability and sync booking changes automatically.