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Reschedule, cancel, Google Meet and the .ics file

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

Once a booking is confirmed, it isn't locked: the customer can reschedule or cancel using the links in their confirmation, and you can manage the appointment from the Calendar. When the event type uses Google Meet, the video-call link is created automatically and included in the invite. The confirmation email also includes an .ics file, which adds the appointment to any calendar app.

Reschedules and cancellations are reflected on the platform and in Google Calendar (when connected), keeping everything in sync.

Prerequisites

  • A booking that's already confirmed (via the public page or created by an agent).
  • For the automatic Meet link, an active Google connection and the event type set up with Google Meet.
  • The confirmation email enabled on the event type (so the customer receives the links and the .ics).

Step by step

Reschedule (customer):

  1. In the confirmation email, the customer opens the reschedule link.
  2. They pick a new free slot within the event type's rules.
  3. They confirm — the appointment is moved and a new confirmation is sent.

Cancel (customer):

  1. In the confirmation email, the customer opens the cancel link.
  2. They confirm the cancellation — the slot is freed and the parties are notified.

Manage (agent):

  1. Open the appointment in the Calendar (or from the contact panel in the conversation).
  2. Edit the time, reschedule or cancel as needed.

Settings & options

  • Management links: each confirmation includes secure links to reschedule and cancel.
  • Automatic Google Meet: enable it on the event type to generate the video-call link on every booking.
  • .ics file: attached to the confirmation; opening it adds the appointment to the customer's calendar.
  • Sync: time changes and cancellations are reflected in Google Calendar when a connection is active.
  • Linked side-effects: conversation, task and CRM deal follow the booking's lifecycle.

Use cases

  • Let customers rebook themselves, without opening a ticket or exchanging messages.
  • Send meetings with the Meet link ready, without creating the room manually.
  • Make sure the appointment lands in the customer's calendar (Outlook, Apple, Google) via .ics.
  • Automatically free the slot when a customer cancels, making it available to others.

Tips, limits & best practices

  • The .ics file is a universal format and works in nearly any calendar app.
  • Encourage customers to use the reschedule/cancel links instead of simply not showing up.
  • Rescheduling respects the same event-type rules (availability, buffers, notice).
  • If the event type doesn't have automatic Google Meet, set a location or a manual link so invites aren't sent without a meeting address.

Troubleshooting

  • I didn't get the Meet link: confirm the event type uses automatic Google Meet and that there's an active Google connection.
  • The .ics didn't open the appointment: try opening the attachment in the device's calendar app; some email clients require saving the file first.
  • I rescheduled, but Google didn't update: check the Google connection is still active; the periodic check reconciles differences.
  • The cancel/reschedule link doesn't work: the booking may already be canceled or changed — check its status in the Calendar.

See also