When a scheduling conflict arises on your end, you can ask your client to reschedule rather than cancel the appointment outright. This gives your client the flexibility to choose a new time that works for them and helps maintain momentum in your care relationship.
💡 Note: This method of rescheduling is optional. If you've already discussed rescheduling an appointment with your client, please select Change appointment details instead of Ask to reschedule.
When to use Ask to Reschedule
Use this option when:
A scheduling conflict comes up on your end
You want to give your client the flexibility to choose a new appointment time
You would otherwise cancel the appointment for calendar-related reasons
This feature is designed for scheduling conflicts. If a cancellation is clinically necessary or unrelated to availability, use the standard cancel flow instead.
How to ask a client to reschedule
To ask a client to reschedule their appointment(s) in your provider portal:
Click here or navigate to Appointments via the sidebar navigation.
Switch to Calendar View using the toggle in the top-right of the screen.
Select the appointment you want to reschedule to open the appointment details sidebar and select the Edit Appointment button.
Select Ask [Client name] to reschedule.
Complete the required fields, including the rescheduling reason. Finally, if needed, opt for the Grow calendar to set an out-of-office block to prevent additional scheduling during that time.
What happens after you send the request:
Your client will receive a prompt to choose a new time that works for them, and the conversation remains active.
Your client has 48 hours to select a new appointment time.
The original appointment will be canceled in 48 hours if the client doesn’t respond, and both parties will be notified.
If clients reschedule within that window, the new appointment will be confirmed.
Best practices
To help maintain client trust when using Ask to Reschedule:
Avoid using Ask to Reschedule for last-minute conflicts whenever possible.
Ensure your availability is up to date to reduce repeated scheduling conflicts.
Use the standard cancel flow if the cancellation is clinically necessary or unrelated to a scheduling conflict.
Frequently Asked Questions (FAQs)
Is Ask to Reschedule required?
No. This feature is completely optional and available as a convenient alternative when a scheduling conflict arises, and you would otherwise cancel.
How is asking to reschedule different from canceling?
Canceling ends the scheduled appointment and can negatively impact client trust. Ask to Reschedule instead:
Sends the client a prompt to select a new time.
Feels more supportive and collaborative, reducing the likelihood of losing the client altogether.
💡 Data shows that intake reschedules lead to significantly higher follow-through than intake cancellations.
What if the client doesn't respond?
If your client does not choose a new time within 48 hours, the appointment will be automatically canceled, and they will be notified.