Quick Answer
Add the appointment link custom values to your calendar messages
Open Settings → Calendars, edit the calendar, open Notifications & Additional Options, and add the exact appointment reschedule and cancellation custom values wherever clients should see them. Add the same values to any email, SMS, campaign, or workflow messages used for confirmations and reminders.
Let Clients Manage Appointment Changes Without Confusion
Clients sometimes need to cancel or move an appointment. When the correct links are included in calendar messages, they can manage those changes without waiting for a manual response.
BizStackPro uses dynamic appointment custom values to generate a cancellation link and a reschedule link for the specific booking.
These values can be placed in calendar notes, confirmation messages, reminders, templates, campaigns, and workflows.
If the placeholders are entered incorrectly or omitted from the messages clients receive, the links may not appear or may not work as expected.
Cancellation and Reschedule Links at a Glance
How the Dynamic Appointment Links Work
The cancellation and reschedule values are placeholders. When a message is sent for a real appointment, BizStackPro replaces the placeholder with a unique link for that booking.
Reschedule Link
Opens the appointment rescheduling experience so the client can select another available time.
Cancellation Link
Opens the appointment cancellation experience so the client can cancel the booking.
The placeholder must be exact
Missing braces, misspelled words, extra spaces, or other changes can prevent the appointment link from rendering.
Before You Begin
- Identify the calendar you want to update.
- Review the existing confirmation and reminder messages.
- Confirm whether email, SMS, workflows, or campaigns send appointment messages.
- Decide where the reschedule link should appear.
- Decide where the cancellation link should appear.
- Review the current cancellation and rescheduling policies.
- Decide whether clients should provide a cancellation reason.
- Prepare a test contact and appointment.
Update every message source
Updating only the calendar note may not update separate workflow, campaign, email-template, or SMS-template messages. Review every communication source used for the appointment.
Step 1: Add the Correct Custom Values
Open Calendar Settings
Open Settings, then select Calendars.
Settings → CalendarsEdit the Calendar
Locate the calendar and click the pencil icon to edit it.
Open Notifications and Additional Options
Open Notifications & Additional Options.
Find Additional Notes
Scroll to Additional Notes or the relevant custom message field.
Add the Reschedule Link
Insert the exact reschedule custom value where the client should see the link.
{{appointment.reschedule_link}}
Add the Cancellation Link
Insert the exact cancellation custom value where the client should see the link.
{{appointment.cancellation_link}}
Save the Calendar
Save the updated calendar settings.
Preserve the double-curly-brace format
Copy the values exactly. Do not remove braces, add spaces inside the placeholder, or change the field names.
Step 2: Add the Links to Appointment Messages
Add the same dynamic values to every message clients may rely on when they need to change an appointment.
- Appointment confirmation emails
- Appointment confirmation SMS messages
- Reminder emails
- Reminder SMS messages
- Calendar notification templates
- Campaign messages
- Workflow email actions
- Workflow SMS actions
- Additional Notes shown after booking
Use clear link labels
Introduce each value with language such as “Reschedule your appointment” or “Cancel your appointment” so the client understands what the generated link does.
Configure Cancellation and Rescheduling Policies
The link gives clients access to the appointment-management experience, but the calendar policy controls what changes they are allowed to make.
Allow Cancellation
Enable cancellation when clients should be able to cancel their own appointments.
Allow Rescheduling
Enable rescheduling when clients should be able to choose another available appointment time.
Time Restrictions
Set limits that prevent cancellations or rescheduling too close to the appointment time.
Cancellation Reason
Enable the optional field when you want clients to explain why they are canceling.
Step 3: Track Appointment Changes With Workflows
When appointment changes need to trigger automation, use the appropriate appointment workflow trigger and status action.
Appointment Status Trigger
Starts a workflow when the appointment reaches the selected status or status condition.
Update Appointment Status Action
Updates the appointment status from inside a workflow so the change appears correctly in the appointment record.
Review status changes under Calendars → Appointments.
Do not rely only on message clicks
Use the appointment record and workflow history to confirm that the cancellation, rescheduling, and status changes were processed correctly.
How Rescheduled Appointments Appear
When a client reschedules an appointment, BizStackPro typically displays a Rescheduled to indicator in the appointment details or list.
The record may also show the original appointment time, making it easier to review what changed and follow up when necessary.
- Review the new appointment date and time.
- Confirm the original appointment time.
- Check the appointment status.
- Review the assigned user.
- Confirm that reminders now reference the updated time.
- Check for calendar conflicts.
Test the Cancellation and Reschedule Links
Create a new test booking after saving the changes. Testing with a new appointment helps confirm that the dynamic values render correctly.
Create a Test Appointment
Book a new appointment using a test contact and an email address or phone number you can access.
Review the Confirmation
Open the confirmation email, SMS, or message sent after the booking.
Confirm the Links Rendered
Make sure the raw placeholders were replaced by working links.
Test Rescheduling
Open the reschedule link and move the appointment to another available time.
Review the Updated Appointment
Confirm that the new time and rescheduled status appear in BizStackPro.
Test Cancellation
Create another test appointment and use the cancellation link.
Review the Cancellation
Confirm that the appointment status, cancellation reason, and connected workflows update correctly.
Best Practices for Appointment Change Links
Include Both Links
Give clients clear access to both rescheduling and cancellation when both options are allowed.
Repeat Links in Reminders
Include the links in confirmation messages and later reminders so clients can find them when plans change.
Explain the Time Limit
State how close to the appointment a client may cancel or reschedule.
Keep the Language Simple
Clearly explain what is allowed and when without using complex policy language.
Announce Policy Changes
Notify clients when cancellation or rescheduling limits change to avoid unexpected restrictions.
Test After Every Edit
Create a new test booking whenever you change custom values, templates, policies, or workflow messages.
Troubleshooting Cancellation and Reschedule Links
The raw custom value appears in the message
Confirm that the placeholder was copied exactly and that the message is being sent in an appointment context. Save the message and test it with a newly created appointment.
The link does not appear at all
Check the calendar message field, template, campaign, or workflow action that actually sent the message. The value may have been added to a different message source.
The client can open the link but cannot make changes
Review whether cancellation and rescheduling are enabled and whether the appointment is inside a restricted time window.
The old appointment time still appears in a reminder
Review the appointment record, status, reminder timing, and the message source. Confirm that the reminder uses dynamic appointment values and was generated after the appointment was rescheduled.
The cancellation reason is not being collected
Confirm that the cancellation-reason field is enabled in the calendar’s cancellation settings.
Frequently Asked Questions
What if my reschedule or cancellation links aren't working?
Double-check that you inserted the correct custom values in your calendar settings and in any email or SMS templates, campaigns, or workflows. Save your changes and test with a new booking.
Can I customize the reason for the cancellation?
Yes. In the cancellation settings, enable the field that lets clients provide a reason when they cancel.
What happens if I change the time limits for cancellations?
The updated policy applies going forward and may affect existing appointments depending on the configuration. Notify clients about the change to avoid confusion.
How can I ensure clients are aware of the policies?
Include the policy in confirmation messages, reminders, and on the booking page so clients can review it before and after booking.
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