Let customers reschedule or cancel appointments using Edit scheduled appointments in Customer Portal

  • Updated on Apr 30, 2026
  • Published on Apr 25, 2026
  • 1 minute(s) read
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New feature that lets end customers manage scheduled appointments in Customer Portal through Scheduling Pro.

List of appointments showing scheduled and completed status with modify option highlighted.

What's new?

Before, customers had to call the office to change or cancel upcoming appointments. Now, when enabled, they can click a Modify button in Customer Portal to reschedule or cancel using Scheduling Pro. Settings let you control access based on appointment status confirmed or unconfirmed. Customer Portal automatically reflects the updated appointment after the Scheduling Pro workflow finishes.

Resources

Before and After

Before (Current)

  1. Customer logs into Customer Portal.

  2. Opens a job with an upcoming appointment.

  3. No option to modify the appointment.

  4. Calls the office to reschedule or cancel.

Impact: Adds manual work for the office and creates delays for customers.

Try the current workflow in your account.

After

  1. Customer logs into Customer Portal.

  2. Opens a job with an upcoming appointment.

  3. Clicks Modify to launch Scheduling Pro.

  4. Selects a new time or cancels the appointment.

  5. Returns to the refreshed Customer Portal with updated status.

Impact: Reduces office workload and improves customer satisfaction.

Test the changes in the NEXT environment.

Who uses this feature

  • All Business Types

  • Administrators, CSRs

  • Region availability: All regions

How it works for your industry

Residential Service and Replacement

  • A homeowner changes the time of a water heater service without needing to call the office.

  • Customer Portal reflects the new time immediately after they finish in Scheduling Pro.

  • If they cancel, the appointment is removed and the job status updates.

Commercial Service and Replacement

  • A property manager cancels a maintenance job for a rooftop unit (RTU) directly in the portal.

  • Office staff see the cancellation reflected in real time without a call or email.

  • Settings block rescheduling if the appointment is already confirmed.

Residential Construction

  • A project lead adjusts an upcoming HVAC install time for their new home build.

  • Portal options follow rules set for confirmed vs. unconfirmed jobs.

  • Cancels flow through Scheduling Pro and remove the appointment from the job.

Commercial Construction

  • A subcontractor managing several jobs shifts the install date for one unit via portal.

  • Modify option opens Scheduling Pro and enforces project-level rules.

  • Canceling or changing the job shows up in real time for the project team.

How to Prepare?

  1. Confirm Scheduling Pro is integrated with your Customer Portal. See the Jobs and Appointments section of Step 4: Configure your feature controls for more.

  2. Identify rules for confirmed and unconfirmed appointments.

  3. Train CSRs to explain self-service to customers.

  4. Align workflows with your cancellation and rescheduling policies.

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