Cancellation and change emails — the right message at the right moment
Separate emails for cancellation and for rescheduling, rather than a recycled confirmation.
The problem
An appointment does not only come into being. It gets cancelled, moved, taken again. If a single email template serves for everything, the client receives a “booking confirmation” for an appointment that has just been cancelled — and has to read it twice to understand.
Those ambiguous messages produce exactly what they were meant to avoid: a call asking what is actually going on. Worse, someone may turn up to a cancelled appointment because the last email they received looked like a confirmation.
Each moment deserves its own message, with its own subject line and its own opening sentence.
How it works in Kagenda
Kagenda distinguishes the moments in the life of an appointment and attaches a template to each.
- CancellationA dedicated message, sent to the client or to you as the case may be. When you cancel from the calendar, you choose whether the client is told.
- ChangeA message separate from the original confirmation, carrying the new slot rather than suggesting a second appointment.
- Every template can be rewrittenSubject and body can be customised independently, with the same placeholders as the other messages.
Who it helps
Frequently asked questions
Can I cancel without telling the client?
Yes. Sending the cancellation email is a choice at the moment you cancel, useful when you have just had the person on the phone.
Does the client get a message when they cancel themselves?
Yes, and you are told on your side. The slot goes back into availability immediately in any case.
Does the change email mention the old slot?
The template carries the details of the appointment as it stands after the change. If you want to recall the old time, add it in the template text.