Applies to: All
Overview
Customers and staff can both reschedule Endear Appointments. Rescheduling moves an appointment to a new date or time. It stays the same appointment and keeps its status.
Customers can reschedule from their confirmation email or confirmation page.
Staff can reschedule from the appointment's side panel and choose whether the customer gets an email. You can also drag an appointment to a new time on the calendar. See How to reschedule an appointment by dragging on the calendar.
Rescheduled appointments show a reschedule icon on the calendar.
Every reschedule is recorded in appointment history with the previous and new times and who made the change.
Reschedule data is available in reporting, so you can see how often appointments move and who moves them.
Rescheduled isn't a status
An appointment's status is Scheduled, Completed, No-show, or Cancelled. Rescheduling changes when an appointment happens, not its status. A rescheduled appointment can have any of these statuses. For example, an appointment that was rescheduled and then attended is Completed. See: Overview of appointment statuses.
This means there's no Rescheduled option in the Status filter on the calendar. Rescheduled appointments show or hide with their status, so a rescheduled Scheduled appointment appears whenever Scheduled is checked.
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're taken to the booking page with their original appointment details pre-filled.
Their appointment moves to the new date and time. It keeps its status, booking form responses, and history.
The customer receives a reschedule confirmation email showing the previous time struck through next to the new time.
The assigned staff member receives an email about the change.
The reschedule is recorded in appointment history and attributed to the customer.
How staff reschedule on a customer's behalf
Select the appointment on the calendar to open its side panel, select the three dots, then select Reschedule.
The scheduling app opens with the appointment's details pre-filled. Select a new duration, date, and time, and edit any booking form fields as needed.
Choose whether to notify the customer. Select Yes, send email notification (the default) to send the customer a reschedule email with the previous and new times, or No, don't send notification if you've already confirmed the change with the customer directly.
Select Confirm. The appointment moves to the new time and keeps its status, and the change is recorded in appointment history with your name.
How rescheduled appointments look on the calendar
A rescheduled appointment shows a reschedule icon in its top-right corner in day, week, and month views. It keeps the color from your color coding and the style of its status.
If a rescheduled appointment is later marked No-show, the crossed-out eye icon for No-show replaces the reschedule icon. Cancelled appointments show no icon.
Viewing appointment history
Each appointment's side panel includes its full history, in chronological order:
Booked: When the appointment was created and by whom.
Rescheduled: Each reschedule, with the previous and new date, time, and duration, and who made the change. A reschedule doesn't add a status change.
Status changes: Each change to Completed, No-show, Cancelled, or back to Scheduled, and by whom. Automatic completions read Automatically on [date].
Archived: When the appointment was archived and by whom.
The most recent entry is marked Current.
Appointment events also appear in the customer's activity feed, next to their other interactions with your brand.
Finding rescheduled appointments in the old calendar view
If you're using the old calendar view, the appointments table shows a Rescheduled by [name] caption below the date and time of each rescheduled appointment. The name is the customer's for customer reschedules and the staff member's for staff reschedules.
To see only rescheduled appointments in the table:
Make sure you're using the old calendar view
Select Appointments from the left-hand menu.
Open the table filters.
Apply the Rescheduled filter to see appointments that ever been rescheduled.
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