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Plans change — customers move appointments, ask to reschedule, or call to cancel. This guide shows you how to keep every booking’s status accurate so your calendar always reflects reality and reminders go to the right people. By the end, you’ll know how to take a booking from a pending request to confirmed, move it to a new time, or cancel it cleanly.

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Before you begin

  • You’ll need access to the workspace the booking belongs to.
  • Open the booking from your Bookings list, or jump to it from the conversation it came from — every booking links back to its chat.
A booking is always confirmed, unconfirmed, cancelled, or rejected. Only confirmed bookings trigger automatic reminders, so confirming promptly is what makes reminders work for you.
1

Confirm a booking

Bookings the AI takes arrive as unconfirmed requests awaiting your approval. To confirm one:
  • Open the booking from the Bookings list or the linked conversation.
  • Choose Mark Confirmed once you’re happy it’s going ahead.
  • The customer is now expected, and email reminders will be scheduled automatically.
The booking is confirmed and the slot is locked in.
2

Reschedule a booking

When a customer needs a different time:
  • Open the booking and change its start time. The appointment keeps its one-hour length, so the end time moves with it.
  • Check the new slot is free — Cura keeps you inside your working hours and won’t let you collide with existing events.
  • Let the customer know. A quick message in the conversation keeps everyone on the same page.
The appointment has moved to its new time without losing the link to the customer.
3

Cancel or reject a booking

  • Cancel a booking that was made but won’t go ahead. Choose Cancel on the booking; it stays on record but no longer counts as upcoming, so no reminder is sent.
  • Reject a requested time you can’t accommodate. Use the reject option when you’re declining a slot a customer asked for, rather than calling off a confirmed appointment. You can add a reason and, optionally, send the customer a note. Rejecting frees the slot.
Cancelling instead of deleting keeps your history intact — useful when you want to see how often a particular customer cancels, or spot a pattern of no-shows.
Cancelling a booking stops its reminders. It does not send the customer a message on its own — let them know in the conversation if needed.

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Troubleshooting

  • I can’t find the booking. Open the customer’s conversation — the booking is linked there — or check you’re in the correct workspace.
  • A reminder went out for a cancelled booking. Confirm the status was actually changed to Cancelled; a confirmed booking keeps its reminders until it’s cancelled.