Book, Move and Cancel Appointments by Chat

To book, move or cancel an appointment by asking, tell Maya the customer and the new time; she prepares the change as a card, and by default nothing happens until you tap Approve. Scheduling eats phone time: in a March 2026 MGMA Stat poll of 294 medical practice leaders, 31% named scheduling as their staff's most time-consuming phone task. Orders work the same way: create one, mark it paid or delivered, or add a note. What Maya won't do is message the customer; your AI employees and your team handle that.

Maya is the AI business manager inside Entagl. She talks to you, the owner, in the app, by voice or on WhatsApp. This guide covers the records side of her job: bookings, orders and customers.

What can Maya do with bookings, orders and customers?

The Maya page has the short list. In more detail:

Job	Try saying	How it applies
Find a customer	"Show me everything on Sara Kaya."	Read only: profile, notes, bookings, orders and conversations
Book	"Book Sara for a cleaning on Tuesday at 11."	A card for you to approve
Reschedule	"Move Sara's appointment to Thursday at 3."	A card showing the old and new time
Confirm, cancel or mark the outcome	"Mark yesterday's 4 pm as a no-show."	A card with the status change
Add or edit a customer	"Add Ayşe Demir, +90 555 000 0000, as a new lead."	A card
Customer notes	"Note on Sara: prefers morning slots."	A card
Create an order	"New order for Ali: two cases of the house blend."	A card with line items and the total
Update an order	"Mark order 1042 as delivered."	A card; the change is added to the order's timeline
Remind someone	"Remind Deniz on Friday at 10 to call Sara back."	Set straight away, no card

Those cards are the default. If you've switched your own Maya to "Just do it" (Bypass in the app), booking, order and customer changes apply without a card, except on WhatsApp or once Maya has read anything on the web, where every change still waits for your tap.

Appointment statuses follow your calendar: pending, confirmed, awaiting completion, completed, cancelled or no-show. A past appointment that nobody marks completed within 48 hours becomes a no-show automatically. Orders track payment (pending or paid, with the amount paid) and delivery (unfulfilled, shipped, delivered, cancelled or failed). The names and the phone number above are examples.

How does moving an appointment work, step by step?

You ask. "Move Sara's appointment to Thursday at 3." If you have two Saras, add the service or the current date so Maya picks the right booking.
Maya finds it in your calendar and prepares the change.
You see a card with the old time and the new one. In the app you can Approve, Reject or Edit. On WhatsApp it arrives as "Needs your OK" with Approve, Not now and Details buttons.
You approve. If "Use structured availability" (off by default) is switched on in your calendar settings, the new time is checked against your open slots at that moment. If someone took the slot in the meantime, the change stops with a "slot unavailable" note instead of creating a double booking.
It's done. The calendar in the app updates, and if you send booking events to your own systems by webhook, they get the change too.
Sara hears nothing from Maya. Tell her yourself, or have your team do it.

Booking from scratch needs three things: the customer's name, a phone number and the date and time. If the phone number matches an existing customer, the booking is linked to their record. For the rules that keep an AI from offering times you don't have, see how AI appointment booking should work.

Why doesn't Maya message your customers?

Because she works for you, and your customers already have someone to talk to. Your AI employees answer on Instagram, WhatsApp, your website chat and the phone; your team steps in when a chat needs a person. Maya sets up how they work. She can't reply in a customer conversation, send a message, pause the AI on one chat, or take a chat over and assign it.

That split keeps one voice in each customer conversation, and it means the assistant you run the business with can't start talking to your customers on its own. Your AI employee still takes the 9 PM booking request (our after-hours lead capture post shows why that matters). Maya handles the change you think of at 9 PM, ready for your OK.

When you do want to reach customers in bulk, such as reminder messages before appointments or a WhatsApp campaign, Maya drafts it and it always waits for your tap, whatever approval mode you've chosen. That's covered in WhatsApp Campaigns, Reminders and Call Lists That Wait for Your OK.

Which reminders skip the approval card?

Reminders for you and your team. You're asking to be reminded, so a card would only add a tap.

Tied to a customer, booking or conversation: "Remind me next Tuesday at 10 to call Sara about her results." It goes to you, one teammate or several, and arrives as an in-app and push notification. It also shows in the Reminders tab of your notifications, where it can be snoozed or closed.
General: "Remind me Friday at 10 to call the supplier." This one comes back in your Maya chat at that time, with a notification.

Scheduling is weekly work for nearly half of owners. In a Censuswide survey of 251 US business owners for Time etc, 45% said they handle schedule management in a typical week.

What should you know before you rely on it?

The honest list:

Cancel rather than delete if you want the record kept. Deleting removes the booking; cancelling keeps it, so it still shows up when you ask Maya for your numbers.
Deleting a customer is permanent. The record is erased, along with what your AI employees remembered about that person, so only do it when you mean it.
Orders need a customer and at least one item.
Without structured availability, a booking goes in at the time you asked for. Check the calendar for clashes yourself.
On WhatsApp, order changes (new orders, paid or delivered, order notes) and deleting a booking or customer open a review page on the web instead of a one-tap button.
Messages to customers are never sent by Maya. Use your inbox for that.

Marking completed visits and cancellations as they happen pays off later: they become numbers Maya can count when you ask how many bookings came in this week.

Want to move your next appointment in one sentence? Text Maya on WhatsApp and try it.

FAQ

Will my customer be told when Maya moves their appointment?

Not by Maya. She changes the booking in your calendar (by default, after you approve it) and sends nothing to the customer. Let them know yourself or ask your team to.

Can Maya stop my AI from replying to one customer?

No. Pausing the AI on one conversation is done from that conversation in your inbox. Maya can switch AI replies on or off for a whole channel, which is a different setting.

Can Maya book a slot that's already taken?

If "Use structured availability" is on, no: the booking is checked when you approve it and stops if the slot is gone. If it's off, the booking goes in as requested, so check for clashes.

Can my team manage bookings through Maya?

Yes, if they have access to Maya. The owner, admins and any team member given the Maya privilege can ask for changes, and reminders can be assigned to one or several teammates.

Book, Move and Cancel Appointments by Asking