ezConnect allows guests to confirm their appointments by sending specific keyword messages. For example, “OK”, or “Yes”.
In the same way, guests can also send specific keyword messages to cancel their existing appointments. This makes it very easy and convenient for the guests to cancel their appointments.
To configure keyword for appointment cancellation
Launch ezConnect.
From the options pane, select the gear icon (Settings).
The Settings page opens.
In the Keyword to cancel appointment box, enter the words or phrases that you want to add. A keyword or a phrase cannot exceed 25 characters.
Note: Do not add "Stop", "Stop All", "Unsubscribe", "End", and "Quit" as a keyword. You can add single letter keywords such as “X”, “N” or full phrases such as “No Show for Appointment”, “Please close appointment”. This is usually based on the convenience of your guests.
Click the + symbol.
You have successfully added the keyword for appointment cancellation.
Note: You can add only a single keyword for appointment cancellation.
When you send a message to your guests for appointment cancellation, you must specify the keyword that your guests must use.
Refer to the following image:
When your guests cancel their appointments on ezConnect using a keyword, Zenoti does the following automatically, which saves the front-desk staff’s time:
Removes the appointment from the appointment book.
Applies cancellation fee and charges the guest for the same.
Note: You must set up Appointment cancellation policy and cancellation fee. To charge the guest, ensure that there is a saved card on file.Updates the Appointment Details report.
Important things to review:
You must convey to your guests that they can respond with the keywords when you send the appointment Notification. For example: Please respond by stating Confirm to confirm the appointment or "cancel" to cancel the appointment.
The keyword will take effect only if the last message was the appointment notification. Let's say the system sent a reminder for an appointment with a keyword confirm to confirm the appointment at 10 am EST and the guest initiated a question at 10:30 EST and responded with a keyword "cancel" at 11 am EST- the keyword will not take effect and cancel the appointment.