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Use this guide when a customer asks to move an appointment and you see a Reschedule label in Inbox. Customers often text or email when a time no longer works. Inbox keeps those messages with the rest of the conversation so your team can respond in context. Why this matters: If you change the calendar but forget to confirm in Inbox—or reply in Inbox but forget to update Schedule—the customer and your team will see two different times. This guide walks through both sides so the appointment, the message history, and what the customer hears all match.

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What you will accomplish

  • Spot conversations that include a reschedule request.
  • Read the customer’s message before changing anything on the schedule.
  • Update the appointment on Schedule and confirm the new time with the customer.

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Before you start

  • You should have permission to view Inbox and Schedule.
  • Know which car and appointment the customer is asking about.
  • If you are not sure which event to move, open the customer’s record in Contacts or search Schedule before replying.

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Find a reschedule request in the conversation list

In the conversation list on the left side of Inbox, some rows show a small orange Reschedule badge near the time. This badge appears when the most recent preview text starts with Reschedule proposed:. That usually means the customer (or the system on their behalf) asked to change an appointment time. You may also see the words Reschedule proposed: in the gray preview line under the customer name, even before you open the conversation.
Inbox conversation list showing Alex Morgan with an orange Reschedule badge and preview text that begins with Reschedule proposed
Look for the orange Reschedule badge on the conversation row. The preview text often starts with Reschedule proposed and shows the old and new times.
Why the badge helpsYour team can scan the list and spot scheduling changes without opening every conversation. This is especially helpful on busy mornings.

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Read the full message first

1

Open Inbox

Go to Inbox.
2

Click the conversation with Reschedule

Select the customer row that shows the Reschedule badge.
3

Read the timeline

Scroll through the recent texts, emails, or calls.Confirm:
  • Which vehicle the customer mentioned
  • The old time and the new time they want
  • Any special instructions (for example, “after 2 PM only”)
Expected result: You understand exactly what the customer is asking before you change the calendar.
Inbox conversation with Alex Morgan selected showing a Reschedule proposed text message with old and new appointment times
Read the full Reschedule proposed message before you move an appointment on Schedule. It shows the old time and the new time your team suggested.

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Update the appointment on Schedule

After you understand the request, make the calendar change in Schedule. Do this before you send the final confirmation text or email.
Keep Inbox open in another tabMany staff keep Inbox open in one browser tab and Schedule in another. That way you can read the customer’s exact words while you move the appointment.
1

Open Schedule

Go to Schedule from the left sidebar.Expected result: You see your facility calendar with colored appointment blocks.
2

Find the appointment

Use Search at the top of Schedule and type the customer name, car name, or event type (for example Detail or Service).You can also browse the week view until you find the block at the old time shown in the Reschedule proposed: message in Inbox.Why this matters: The reschedule message usually shows both the old time and the new time. You need to find the event at the old time first, then change it to the new time.
3

Click the event on the calendar

Click the appointment block once.Expected result: An event detail panel or dialog opens showing the car, customer, date, time, and event type.
4

Change the date and time

Follow Update, assign, or reschedule an event to set the new date and time your team can honor.Match the time you plan to tell the customer—do not guess.Expected result: The form shows the new date and time before you save.
5

Save the change

Click Save (or the save button your team uses on the event form).Expected result: The appointment block moves on the calendar to the new day and time.
Schedule event edit form showing date, time, car, and customer fields for rescheduling an appointment
After you click an appointment on Schedule, update the date and time here. The customer confirmation in Inbox should match what you save. Expected result: The appointment on Schedule shows the new time your team can honor.

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Confirm the new time with the customer

Return to Inbox and send a short confirmation after the calendar is correct.
1

Open the same customer conversation

Click the customer row in the conversation list (for example Alex Morgan).Expected result: You see the full message history, including the Reschedule proposed: line.
2

Choose Text or Email

Click Text for a quick confirmation. Click Email if you need to recap several details or attach information.See Send a text message from Inbox or Send an email from Inbox for exact composer steps.
3

Write a clear confirmation

Include:
  • The vehicle name when the customer has more than one car
  • The new day and exact time (for example Thursday at 2 PM)
  • What to do if the new time does not work (for example Reply here)
Why this matters: A vague reply like “we moved it” forces the customer to ask again. A specific time builds trust.
4

Send the message

Review once, then send.Why this matters: The customer should hear the same date and time that now appears on your calendar. One clear confirmation closes the loop and reduces “which time is it really?” follow-up texts.Expected result: Your confirmation appears in the timeline. The Reschedule badge may clear after newer outbound messages update the preview.
  • Include the vehicle name when the customer has more than one car.
  • State the new date and exact time (for example, Thursday at 2 PM).
  • Tell the customer what to do if the new time does not work.
Example confirmation textHi Alex, we moved the Huracan service to Thursday at 10 AM. Reply here if you need a different time.
When your team proposed the new timeSometimes the Reschedule proposed: message came from your facility (for example when a lift conflict forced a move). In that case, ask the customer to confirm the new time: “Does Thursday at 10 AM still work for you?”

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When a customer proposes a new time in writing

Sometimes the customer texts the time they want instead of tapping a reschedule link. You may not see an orange Reschedule badge in that case.
1

Read the customer's exact words

Look for phrases such as “Can we move to Thursday?” or “2 PM no longer works.”Expected result: You know the day and time the customer is asking for before you change Schedule.
2

Update Schedule first

Follow the steps in Update the appointment on Schedule above.
3

Confirm in Inbox

Send a short reply that states the new day and exact time. Include the vehicle name when the customer has more than one car.
Badge vs plain textThe orange Reschedule badge appears when the latest preview starts with Reschedule proposed:. A normal customer text without that wording still needs the same Schedule-then-confirm workflow—just without the badge hint in the list.

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What success looks like

  • The appointment on Schedule matches what you told the customer.
  • The customer received a clear confirmation in Inbox.
  • Your team can see the full conversation history if the customer follows up again.
Reschedule badge clears after you confirmAfter you send a clear confirmation text or email with the new time, the orange Reschedule badge may disappear from the list because the preview text updates. The full Reschedule proposed: message stays in the timeline for history.

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If the customer proposed a time you cannot offer

1

Check Schedule before you promise a slot

Open Schedule and confirm the time is actually open.
2

Reply with two or three real options

Example: “Thursday 10 AM is full. We can do Thursday at 2 PM or Friday at 9 AM—which works better?”Why this matters: It is better to offer real times than to agree to a slot your team cannot staff.

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Troubleshooting

I see Reschedule but cannot find the appointmentSearch Schedule by customer name and car. If nothing appears, the request may be for a booking that is still waiting for approval. See Approve or decline customer booking requests.
The Reschedule badge will not go awayThe orange badge follows the latest preview in the conversation list. After you send a clear confirmation, newer messages replace the preview. If the badge stays, send a short closing message so the list shows your outbound text instead of the old Reschedule proposed: line.
The customer proposed a time we cannot offerReply with two or three times that do work. It is better to offer real options than to agree to a time your team cannot staff.
Two staff members already replied with different timesSend one final message with the correct time after you fix Schedule. See Coordinate with your team in Inbox for habits that prevent conflicting replies.

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What to do next

If the customer needs more schedule help, continue with Find and filter scheduled work. For general Inbox reply habits, see Respond to a conversation.