Appointment Statuses and Lifecycle (Scheduled, Confirmed, Completed, No-Show, Cancelled)

Every appointment in the Appointments module has a status, shown as a tag in the Agenda and in the appointment's detail view. It can be changed manually at any time from that detail view.

The five statuses

• Scheduled: the starting status, as soon as the appointment is booked (manually, by the AI agent, through the public link, or via Google sync).
• Confirmed: the appointment was confirmed (e.g. the customer replied they're coming). Set with the Confirm button.
• Completed: the appointment took place. Set with the Completed button, and if the appointment has a linked contact, it marks the matching CRM activity as finished.
• No-show: the customer didn't show up.
• Cancelled: the appointment was called off with the Cancel appointment button. It keeps a cancellation timestamp and, if it was synced to Google Calendar, the event is removed there too.

Rescheduling doesn't change the status

Moving an appointment to a new time (Reschedule → pick a new slot → Move appointment) keeps whatever status it had; only the date/time changes. The system re-checks that the new slot is actually free before moving it.

Example

An appointment is created as Scheduled. The day before, the customer confirms over WhatsApp and the agent marks it Confirmed. After the meeting, they mark it Completed. Had the customer not shown up, they'd have marked it No-show instead.

Tips

• Use No-show instead of Cancelled when a customer didn't show up without notice — it lets you measure no-show rates separately from real cancellations.
• Every status change fires an internal event that can trigger automations (reminders, team notifications), so keep statuses up to date.

Troubleshooting

If a cancelled appointment still shows as busy on Google Calendar, check whether it was actually synced (the Google icon on the calendar) before cancelling — the event only gets removed if the appointment had synced in the first place.