Applies to: All
Overview
Endear Appointments now supports a full rescheduling workflow for both customers and staff:
Customers can reschedule directly from their confirmation email or confirmation page.
Staff can reschedule any appointment from the appointment detail page, with the option to control whether the customer receives an email notification.
Every booking, reschedule, and cancellation is captured in appointment history with the date, time, and who initiated the change.
The appointments table shows reschedule status at a glance, and you can filter the table by rescheduled appointments.
Rescheduled appointments are reportable, so you can analyze reschedule trends over time.
How customers reschedule their own appointments
When a customer books an appointment, their confirmation email and confirmation page both include a Reschedule link, so they can change their appointment without contacting your team.
When a customer reschedules:
They are taken to the booking page with their original appointment context pre-filled.
The previous appointment is canceled and replaced with the new one.
The customer receives a reschedule confirmation email showing the previous time with strikethrough alongside the updated time.
The assigned staff member receives an email notification of the change.
The reschedule is recorded in appointment history, attributed to the customer.
How staff reschedule on a customer's behalf
Staff can reschedule any appointment from the appointment detail page:
Open the appointment details, select the three dots and select Reschedule.
The scheduling app opens in a modal pre-filled with the existing appointment data. Select a new duration, date, and time. You can also edit any booking form fields as needed.
Choose whether to notify the customer of the change using the notification toggle:
Yes, send email notification (default): The customer receives a reschedule email showing the previous and updated times.
No, don't send notification: The customer is not notified. Use this when you've already confirmed the change with the customer directly.
Select Confirm to save the reschedule. The change is recorded in appointment history including the staff member who initiated it.
Viewing appointment history
Every appointment now has a complete history section on the appointment detail page. History shows every event for the appointment in chronological order, including:
Booked: When the appointment was originally created and by whom.
Rescheduled: Each time the appointment was rescheduled, with the previous and new date, time, and duration, plus who initiated the change.
Cancelled: When the appointment was canceled and by whom.
The most recent event is marked with a Current badge so you can quickly identify the active state of the appointment.
Appointment events also appear in the customer's activity feed, so you can see booking, rescheduling, and cancellation events alongside other customer interactions.
Identifying rescheduled appointments in the appointments table
The appointments table now shows reschedule status directly in each row. When an appointment has been rescheduled, a Rescheduled by [name] caption appears below the appointment date and time. The caption shows the customer's name for customer-initiated reschedules, and the staff member's name for staff-initiated reschedules.
To view only rescheduled appointments:
Select Appointments from the left-hand menu.
Open the table filters.
Apply the Rescheduled filter and select Yes to see only rescheduled appointments. Select No to see only appointments that have never been rescheduled.
Reporting on rescheduled appointments
Reschedule data is available in your appointment reports so you can analyze reschedule trends. From the reports section, you can:
Group appointments by Rescheduled by to see reschedules initiated by customers vs. staff.
Filter or group by reschedule count to identify appointments that have been rescheduled multiple times.
Use last rescheduled date as a dimension or filter for time-based analysis.
This gives your team visibility into how often appointments are being rescheduled, who is initiating the changes, and whether reschedule patterns are tied to specific services, locations, or staff.
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