Your AI Receptionist does not work from its own set of rules — it books, reschedules, and cancels within the same Online Booking timeframes you have already set for your business.
Which Settings the AI Receptionist Follows
Two Online Booking settings shape what the AI Receptionist is allowed to do for a client:
Booking timeframe — how far ahead of the start time a client can book an appointment.
Reschedule/Cancellation timeframe — how close to the start time a client can still cancel or reschedule.
Because the AI Receptionist reads these values, changing them changes what it will do for your clients. Nothing extra needs to be configured inside the AI Receptionist itself.
Where You'll See Your Timeframes
A card showing both timeframes appears in two places, with your business's current values filled in:
Right After You Activate
When you finish activating the AI Receptionist, the confirmation screen shows the card so you know from the start which windows the AI will work within.
In Your AI Receptionist Settings
The same card is available any time on the AI Receptionist screen, so you can check the current windows without leaving the feature.
To review this in Goldie, go to Menu (☰) → Settings → AI Receptionist.
Tapping either timeframe on the card opens that setting directly in your Online Booking settings, where you can change it. Going back returns you to the screen you started from.
When a Client Asks Too Late
If a client texts to reschedule or cancel after your Reschedule/Cancellation window has closed, the AI Receptionist does not override your setting. It steps aside and hands the request to you.
What Your Client Receives
For a late reschedule request, the client is told: "Hello! I'm the AI Receptionist at [BUSINESS NAME]. I'm not able to reschedule this close to your appointment time, but [YOUR FIRST NAME] has been notified and will take it from here."
For a late cancellation request, the wording matches: "Hello! I'm the AI Receptionist at [BUSINESS NAME]. I'm not able to cancel this close to your appointment time, but [YOUR FIRST NAME] has been notified and will take it from here."
What You See in the Chat
In that client's conversation, a card explains why the AI stopped and gives you two ways forward. For a reschedule request, it reads "AI Receptionist couldn't reschedule the appointment on [DATE] at [TIME]", followed by a note that your Online Booking settings only allow clients to reschedule or cancel up to your set window before the appointment.
Reschedule now opens the appointment with the date and time picker already open. Once you save and close the appointment details, you're taken back to the chat.
Change settings opens your Cancellation timeframe setting, so future requests can be handled differently.
The cancellation version of the card works the same way, with "Cancel appointment" in place of "Reschedule now". It opens the appointment details and brings up the Mark as canceled prompt rather than canceling straight away, so anything tied to the cancellation — such as a fee — is still yours to decide.
Editing the appointment removes the card from the chat. You can also dismiss it yourself with the X, and it won't come back.
To open your conversations in Goldie, go to Chats from the top bar on your Calendar.
These screens are available on iOS, Android, and the Web App. For everything else the AI Receptionist does — activating it, choosing which requests it handles, and tracking your replies — see AI Receptionist.
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