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.

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.

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.

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.

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.

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.

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.

Expected result: The appointment on Schedule shows the new time your team can honor.

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.

   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.

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.

Troubleshooting

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.