Customer self-service for bookings

Klixey can let customers cancel or reschedule their own bookings without ever signing in, contacting you, or creating an account. You decide per-appointment whether each is on. Most creators turn both on for everything — fewer emails, fewer dropped sessions.

Quick answer

In each appointment's editor, flip Allow customer cancellation and Allow customer reschedule on (or off). When on, every booking email gives the customer a Manage booking link they can use to cancel or pick a new time themselves. Klixey verifies it's them with an emailed code, then handles the change end-to-end.

The two toggles

These live on the appointment editor's Settings tab and are independent per appointment product.

Toggle	When on	When off
Allow customer cancellation	Customers see a Cancel button in their booking emails and on the manage page.	No Cancel button — customers have to email you.
Allow customer reschedule	Customers see Reschedule and can pick a new time from your live availability.	No Reschedule button — customers have to email you.

You can turn one on and the other off. A common pattern: Reschedule on, Cancel off. Most creators want to keep the customer rather than lose the session entirely — if the time doesn't work, they'd rather offer a new time than have them drop out.

How customers get in

Every booking email — confirmation, reminders, even the reschedule notification — has a Manage booking link.

When the customer clicks it, they land on a small page asking for their email. After entering it, Klixey sends them a 6-digit code (and a one-tap link). They enter the code (or click the link in the same email), and they're in.

No password. No portal account. No need to remember anything. The link in their email lets them in without signing up. The full explanation lives in Loginless self-service.

Why the verification step?

The customer originally booked with their email but they didn't set a password. Klixey can't just trust the link in case the email got forwarded or sat in a shared inbox. The code confirms it's really them.

The customer flow — Cancel

Once they're verified, the customer sees their upcoming bookings with you. They pick one and click Cancel.

Klixey asks for a short reason (required). This is just one sentence — "schedule conflict", "no longer interested in the topic", "moved the project to next quarter" — whatever they want to share. You'll see it on the booking afterward.

After they confirm:

• The booking is cancelled immediately.
• The slot frees up on your calendar — someone else can book it within seconds.
• The customer gets a cancellation receipt email.
• You get a notification with the reason attached.
• If you've connected Google Calendar, the event is removed from your Google calendar.

The customer flow — Reschedule

Same start — they verify, then pick a booking and click Reschedule.

They see your live calendar — the same one customers use when booking originally. The same rules apply:

• Only days you've enabled in your weekly schedule show slots.
• Buffer time and other current bookings are respected.
• Minimum notice still kicks in — the new time has to be at least that far out.
• The slot has to be free right when they confirm.

They pick a time, confirm, and:

• The old slot is freed; the new one is booked.
• The customer gets a reschedule confirmation email with the new time and a calendar invite.
• You get a notification — see Emails (creators).
• The Google Calendar event is updated to the new time if you've connected.

A slot can be gone by the time the customer picks it

If two customers are looking at the same slot at the same time, only the first one through wins. The second gets a "this time is no longer available" message and is asked to pick another. The platform handles the race itself — you don't have to do anything.

What if you've already cancelled it?

A customer's manage link works as long as their original booking exists. If you cancelled or deleted it on your end before they got around to managing it, they'll still be able to verify and log in — but they'll see the booking marked as cancelled, with no actions available.

Some creators take advantage of this: they cancel a booking themselves (e.g. because the customer didn't reply to a clarifying question for weeks) and trust the customer to figure it out via the email. That's not great form — send a quick email yourself instead.

What customers can't do on their own

To keep things simple, the self-service flow is cancel and reschedule only. Customers can't:

• Change the appointment product (e.g. swap a 30-min discovery for a 60-min coaching). They have to book the other one separately.
• Change their name or email on the booking. You can edit those from the booking panel on your side.
• See internal notes you've written about the booking. Those are private to your team.
• See other people's bookings — only their own with you.

When to turn these off

The toggles default to on. Reasons creators sometimes turn one off:

• You want a chance to offer an alternative. Cancel off, Reschedule on. If a customer wants to cancel, they have to email you — and you can usually save the session by suggesting another time.
• You want to know who's cancelling and why before it happens. Cancel off. Email-only feels more personal, and a quick exchange often surfaces a real conflict you can solve.
• You charge for rescheduling close to the time. Reschedule off. Customers can't self-serve, so you control the policy by hand.
• The appointment is unusually high-stakes. Both off. Group coaching cohort sessions, paid roleplays — anything where last-minute drops cause real disruption.

For most one-off coaching, consulting, and discovery calls, leaving both on is the right call.

Related

• Setting up an appointment product — where the two toggles live.
• Managing bookings — the admin side, including what you can do on a booking the customer just changed.
• Appointment reminders — the emails customers get before a session.
• Loginless self-service — how the verification flow works.
• Emails (creators) — what you get in your inbox when a customer cancels or reschedules.