How to handle appointment cancellations with an AI voice agent
Cancellation calls are easy to miss and costly to ignore. A voice agent can take them any time and turn many into a new booking.
Step 1. Confirm who is calling
Ask for the name and the appointment details so the agent cancels the right visit.
Step 2. Ask for the reason, lightly
One short question is enough. The answer tells you whether the caller wants to rebook or just needs to drop out.
Step 3. Offer a new time
Before ending the call, the agent can offer to move the appointment instead. Many callers say yes when it takes ten seconds.
Step 4. Free up the slot
Connect the agent to your calendar so a cancelled time opens right away for the next person.
Step 5. Confirm and close
Repeat what was cancelled, mention any rebooked time and end politely.
Step 6. Set your rules
Write down any notice period or fee policy in the agent's instructions so it states your rules the same way every time.
Step 7. Test and review
Call your agent with a few scenarios and read the transcripts. Our guide on testing before going live covers the routine.
What it costs
InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.
Frequently asked questions
Can the agent cancel and rebook in one call?
Yes, if it is connected to your calendar and instructed to offer a new time.
What if the caller wants to speak to someone?
Set a handoff rule so the agent transfers or takes a message.
Should I charge for late cancellations?
That is your policy to decide. The agent can only state the rule you give it.
Related
- /blog/how-to-handle-rescheduling-with-an-ai-voice-agent
- /blog/how-to-test-an-ai-voice-agent-before-going-live
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human
- /blog/how-to-set-up-an-ai-receptionist
- /pricing