Cancellations and reschedules by phone, straight into Square.
Square Assistant lets clients change an appointment by replying to a text. But plenty of clients still pick up the phone, and those calls always seem to come in while you're with someone. Mila handles them.
How a reschedule works
- The caller asks to move their appointment.
- Mila finds the booking, using the number they're calling from or another number they give her, and reads it back.
- She offers real open times from Square, including a different service if they want to switch.
- She reads the full change back and waits for a yes.
- She books the new time first. Only once it's in Square does she cancel the old one.
- You get an email showing the change from and to. If you use Square's texts, your client gets Square's usual update.
How a cancellation works
She finds the booking, confirms it with the caller, and cancels it in Square. The time opens back up for the next caller. You get an email, and if you use Square's texts, your client gets Square's usual cancellation message.
Built-in safeguards
- She confirms before changing anything.
- The old appointment is never cancelled until the new one is booked.
- She checks the caller against the booking, and she never reads out anyone else's appointment.
- If a caller has more than one upcoming appointment, she asks which one.
- If anything fails, she says so and takes a message for you. No caller is ever told a change went through when it didn't.
- You decide whether phone cancellations and reschedules are allowed at all.
Why it matters
- A reschedule is a kept client.
- A cancellation caught early is a chair you can still fill.
- Your team stays with the client in front of them.
Questions
Can clients cancel a Square appointment by phone?
Yes, with Mila. Square Assistant handles changes by text. When a client calls instead, Mila finds their appointment, confirms it, and cancels or moves it in Square on the same call.
What does my client receive after a change?
If you use Square's texts, your client gets the same messages Square already sends for a cancellation or a new booking. Mila never sends a duplicate.
Can I turn phone changes off?
Yes. You decide whether callers can cancel or reschedule by phone. We set it with you at onboarding, and you can change it anytime by asking us.
Is this included in the plan?
Yes. Cancellations and reschedules are part of Mila Standard at no extra charge.