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.

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.

1. Open Schedule

   Go to Schedule in another browser tab if that helps you keep Inbox open.

2. Find the appointment

   Search or browse until you find the customer's car and the original appointment time.

3. Move or edit the event

   Follow Update, assign, or reschedule an event to set the new date and time.

4. Save the change

   Confirm the new time looks correct on the calendar before you message the customer.

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.

• 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.

For step-by-step texting instructions, see Send a text message from Inbox. For a longer recap, see Send an email from Inbox.

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.