Configure appointment changes

When callers need to cancel or move an appointment, LobbyStack can handle the request during the call. Instead of waiting for your team to read a message, check the calendar, and reply manually, the AI agent 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.
• Complete the request during the call.

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 agent uses:

• The phone number from the call.
• The customer’s name.
• An appointment detail, such as the appointment time or service.
• A clear final confirmation before canceling or rescheduling.

If the agent cannot confirm the appointment confidently, it will not make the change automatically. It can hand the conversation to your team instead.

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Choose how callers are verified

For businesses that want extra assurance, Caller verification adds a check before the AI changes an appointment: A stricter check is useful when appointments are sensitive, high-value, or subject to stricter internal policies.

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Set up keypad PINs

With Keypad PIN selected, the agent asks the caller to type their PIN on the phone keypad and press the pound key (#). The PIN never reaches the AI or the call transcript, and the agent won’t accept a PIN that’s said aloud. To give PINs to many customers at once, use the command line or the API. lobbystack contacts generate-pins --all makes up a PIN for every contact that has a phone number and no PIN, and shows each PIN this one time. lobbystack contacts set-pins sets PINs you choose. In the API, these are POST /contacts/passcodes/generate and POST /contacts/passcodes. A caller can try their PIN 3 times on each change. After 5 wrong PINs in a row, even across calls, the PIN is locked and the contact shows it as locked. Setting a new PIN unlocks it. Callers without a PIN, or with a locked one, can’t change appointments by phone. The agent passes their cancellation or reschedule request to your team instead. Each request appears under Action required on Home, and clicking it opens the call in the Inbox. On the call’s Details tab, click Approve cancellation to cancel the appointment, or Approve reschedule to move it to the time the caller asked for. Click Other time to pick a different time. If that time is no longer free, the appointment stays as it is and the request stays open.

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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.

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Turn appointment changes on or off

You control whether the agent can cancel or reschedule, and how it verifies callers.

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Recommended setup

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 a texted one-time code or a keypad PIN for sensitive or high-value appointments.