How to reschedule, cancel, or check in an appointment
Open the appointment in the calendar to change the date and time, cancel it, or record that the customer has arrived.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Plans change: the customer asks for a different time, cancels, or arrives for the appointment. You can handle all of this by opening the appointment in the calendar, and the customer's history stays accurate.
Where to find it in Cognizy
Before you start
- Anyone with the Agent, Admin, or owner role can change appointments.
Step by step
- Step 1:
Open and find the appointment. Week shows all seven days, and Previous and Next change the time period.
- Step 2:
The window shows the service, date, time, staff member, and customer. When the customer arrives, click Check-in. After the appointment, click Complete.
- Step 3:
To change the date or time, click Edit appointment.
- Step 4:
Change the Date or the Start time and click Save. The old time slot becomes available again.
- Step 5:
To cancel the appointment, open it again and click More actions.
How to know it worked
The appointment appears at the new time, or disappears from the active list if it was canceled. Canceled appointments stay in the Canceled filter.
If something goes wrong
I can't save the new time.
The staff member already has an appointment at that time, or they are outside working hours. Choose another time.
Next step
Turn on automatic confirmation so the customer can confirm attendance through WhatsApp.
Sign in with your Cognizy account to save your progress.
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