Operations guide · 2026
When a customer calls to reschedule a 2 PM appointment to 4 PM, or cancel entirely, what happens? How does your team know about it? And how does Ava make sure the calendar stays accurate while the customer gets a smooth experience?
Short answer: Ava handles reschedules and cancellations the same way she handles new bookings — in real time, on the call. She reads the calendar, confirms the change with the caller, writes it to your system, and sends your team a summary afterward. Your team stays informed by call summaries, not by monitoring for missed updates.
A customer calls: "Hi, I need to move my Friday 2 PM appointment to next Tuesday instead." Here's what Ava does:
Ava asks for the caller's name or phone number (or recognizes a returning caller). She queries your calendar for the booked appointment and confirms the time and service with the caller: "I see you have a Brazilian wax on Friday at 2 PM. Is that the one you want to move?"
Once confirmed, Ava cancels the Friday 2 PM slot. This opens the time back up for other callers immediately. No double-bookings, no confusion.
The caller says "Tuesday works." Ava queries your calendar for next Tuesday's availability and reads the open slots aloud: "I have 10 AM, 12:30 PM, and 3 PM available. Which works best?"
The caller picks 12:30 PM Tuesday. Ava books it immediately, the appointment lands on your calendar, and an email confirmation is sent to the caller when an email is provided (SMS reminders are on the roadmap).
Within minutes, you get a notification: "[Caller name] called to reschedule their Friday 2 PM Brazilian wax to Tuesday 12:30 PM. Previous slot removed, new appointment confirmed." Your team doesn't have to wonder what happened.
Cancellations follow the same pattern. Caller says: "I need to cancel my appointment on Saturday." Ava confirms which appointment, removes it from the calendar, updates the caller on the cancellation (and any cancellation policy if you've configured one), and sends your team a summary. The slot opens back up for other customers to book.
No admin overhead for common changes. Rescheduling through a human receptionist or email is slow and error-prone. A customer texts, your front desk has to log back into the calendar, find the slot, check what else is available, call back — and by then, the customer has moved on. Ava does it while they're on the phone.
Calendar stays real-time accurate. Because Ava writes directly to your scheduling system, your team always sees the truth. No more discovering a no-show on Friday because nobody knew the customer called Tuesday to cancel. The calendar reflects every change the moment Ava processes it.
Customers get instant confirmation. No waiting for a callback. No "did that go through?" anxiety. The customer leaves the call knowing their new time is locked in.
Ava does not override cancellation policies or apply refunds on her own. If your med spa has a 24-hour cancellation notice or charges a cancellation fee, Ava will explain that policy to the caller, but the payment/refund decision stays with your business. This is appropriate — your cancellation terms are a business decision, not a product decision.
Ava also cannot access past appointment history or client notes that live outside your scheduling system. If you keep client preferences (e.g., "this client has sensitive skin") in a separate file or in your EMR, Ava doesn't see it. For that reason, the call summary is important — it creates a record that your team can review and act on.
Try calling the demo line and ask Ava to reschedule an appointment or try to cancel. It takes under 2 minutes.
+1 (650) 489-4915