Workflow templates / Support
Handle reschedule and cancellation requests
Change and cancel requests reach a person with a policy note.
Works with: Any channel, Knowledge for AI to read
How it works
- The AI writes one reply asking for the reference and new preference
- A person is assigned
- A note reminds them to check the policy
Steps in the workflow: Trigger, AI, Internal note, Hand to the team.
Who it is for
Businesses with bookings or orders that change.
Good to know
- Does it promise a refund?
- No. Refunds and new times are the team's to confirm.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.