Reschedule an appointment with Conversational Appointment Booking

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As a customer or consumer, reschedule an appointment from the Virtual Agent chat window on the service portal.

    Before you begin

    Role required: customer, consumer

    About this task

    You can only schedule one appointment per location. Only logged-in users can schedule appointments.

    Procedure

    1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.
      For example: https://yourportalurl.com/csm
    2. Click the chat icon (Chat icon.) to open the chat window and begin a Virtual Agent chat.
    3. In the chat window, enter reschedule appointment.
    4. Choose the appointment that you want to reschedule.
      Figure 1. Rescheduling an appointment
      Virtual Agent chat window with the selected appointment details and the rescheduling confirmation message.
    5. Choose a date from the calendar for the new appointment time.
      Figure 2. Choosing a date on the calendar
      Virtual Agent chat window with dates and times that are available for the appointment being rescheduled.

    Result

    The appointment is rescheduled.