> ## Documentation Index
> Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Respond to reschedule requests in Inbox

> Find reschedule requests in the Inbox conversation list and help customers change appointment times without losing the full message history.

Use this guide when a customer asks to move an appointment and you see a **Reschedule** label in [Inbox](https://www.carstoragesoftware.com/dashboard/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](https://www.carstoragesoftware.com/dashboard/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.

## 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](https://www.carstoragesoftware.com/dashboard/schedule) and confirm the new time with the customer.

## Before you start

* You should have permission to view [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) and [Schedule](https://www.carstoragesoftware.com/dashboard/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](https://www.carstoragesoftware.com/dashboard/contacts) or search [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) before replying.

## Find a reschedule request in the conversation list

In the conversation list on the left side of [Inbox](https://www.carstoragesoftware.com/dashboard/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.

<Frame>
  <img src="https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-reschedule-badge.webp?fit=max&auto=format&n=AQ1X2WSk-gkMq5qc&q=85&s=65e3a353cb542fd495416da31abdb972" alt="Inbox conversation list showing Alex Morgan with an orange Reschedule badge and preview text that begins with Reschedule proposed" width="214" height="50" data-path="images/inbox/inbox-reschedule-badge.webp" />
</Frame>

*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.*

<Note>
  **Why the badge helps**

  Your team can scan the list and spot scheduling changes without opening every conversation. This is especially helpful on busy mornings.
</Note>

## Read the full message first

<Steps>
  <Step title="Open Inbox">
    Go to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox).
  </Step>

  <Step title="Click the conversation with Reschedule">
    Select the customer row that shows the **Reschedule** badge.
  </Step>

  <Step title="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")
  </Step>
</Steps>

**Expected result:** You understand exactly what the customer is asking before you change the calendar.

<Frame>
  <img src="https://mintcdn.com/carstoragesoftware/AQ1X2WSk-gkMq5qc/images/inbox/inbox-reschedule-message.webp?fit=max&auto=format&n=AQ1X2WSk-gkMq5qc&q=85&s=53bd858cabdabadf7e41c8203bf63161" alt="Inbox conversation with Alex Morgan selected showing a Reschedule proposed text message with old and new appointment times" width="1192" height="718" data-path="images/inbox/inbox-reschedule-message.webp" />
</Frame>

*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.*

## Update the appointment on Schedule

After you understand the request, make the calendar change in [Schedule](https://www.carstoragesoftware.com/dashboard/schedule). Do this **before** you send the final confirmation text or email.

<Tip>
  **Keep Inbox open in another tab**

  Many staff keep [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) open in one browser tab and [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) in another. That way you can read the customer's exact words while you move the appointment.
</Tip>

<Steps>
  <Step title="Open Schedule">
    Go to [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) from the left sidebar.

    **Expected result:** You see your facility calendar with colored appointment blocks.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Change the date and time">
    Follow [Update, assign, or reschedule an event](/docs/schedule/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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Frame>
  <img src="https://mintcdn.com/carstoragesoftware/G8UHOQQoCr9klzqv/images/schedule/schedule-edit-event-form.webp?fit=max&auto=format&n=G8UHOQQoCr9klzqv&q=85&s=91dd8515f456edf26137ec79483426ac" alt="Schedule event edit form showing date, time, car, and customer fields for rescheduling an appointment" width="1440" height="900" data-path="images/schedule/schedule-edit-event-form.webp" />
</Frame>

*After you click an appointment on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule), update the date and time here. The customer confirmation in Inbox should match what you save.*

**Expected result:** The appointment on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) shows the new time your team can honor.

## Confirm the new time with the customer

Return to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) and send a short confirmation **after** the calendar is correct.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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](/docs/inbox/send-a-text-message-from-inbox) or [Send an email from Inbox](/docs/inbox/send-an-email-from-inbox) for exact composer steps.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

* 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.

<Note>
  **Example confirmation text**

  Hi Alex, we moved the Huracan service to Thursday at 10 AM. Reply here if you need a different time.
</Note>

<Note>
  **When your team proposed the new time**

  Sometimes 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?"
</Note>

## 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.

<Steps>
  <Step title="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](https://www.carstoragesoftware.com/dashboard/schedule).
  </Step>

  <Step title="Update Schedule first">
    Follow the steps in [Update the appointment on Schedule](#update-the-appointment-on-schedule) above.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  **Badge vs plain text**

  The 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.
</Note>

## What success looks like

* The appointment on [Schedule](https://www.carstoragesoftware.com/dashboard/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.

<Tip>
  **Reschedule badge clears after you confirm**

  After 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.
</Tip>

## If the customer proposed a time you cannot offer

<Steps>
  <Step title="Check Schedule before you promise a slot">
    Open [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) and confirm the time is actually open.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Troubleshooting

<Warning>
  **I see Reschedule but cannot find the appointment**

  Search [Schedule](https://www.carstoragesoftware.com/dashboard/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](/docs/schedule/approve-or-decline-customer-booking-requests).
</Warning>

<Tip>
  **The Reschedule badge will not go away**

  The 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.
</Tip>

<Tip>
  **The customer proposed a time we cannot offer**

  Reply 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.
</Tip>

<Warning>
  **Two staff members already replied with different times**

  Send one final message with the correct time after you fix Schedule. See [Coordinate with your team in Inbox](/docs/inbox/coordinate-with-your-team-in-inbox) for habits that prevent conflicting replies.
</Warning>

## What to do next

If the customer needs more schedule help, continue with [Find and filter scheduled work](/docs/schedule/find-and-filter-scheduled-work).

For general Inbox reply habits, see [Respond to a conversation](/docs/inbox/respond-to-a-conversation).


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