Why can my AI assistant not cancel an appointment?
Your AI assistants only change appointments and tickets of the customer they are talking to. This page explains how that works per channel.
Your assistant only cancels, reschedules or updates appointments and tickets that belong to the customer in the conversation. This prevents someone from cancelling another customer's appointment by guessing an appointment number.
How the assistant recognises the customer:
- Phone: the caller's phone number must match the number on the booking.
- WhatsApp: the sender's number must match the number on the booking.
- Email: the sender's email address must be exactly the address on the booking.
- Chat widget: only appointments and tickets created in the same chat.