The Booking Reschedule feature allows your customers to easily change the date and time of their visit directly through your Smeetz chatbot.
This feature is powered by Atlas AI and works automatically based on the rules you define in your Back Office.
What This Feature Does
Lets customers reschedule their booking without contacting support
Applies your custom rules automatically (timing, ticket type, flex, etc.)
Displays only eligible dates and time slots
Updates the booking instantly and sends a confirmation email
This helps reduce support workload and improves customer experience with 24/7 self-service.
Before You Start
The reschedule feature is not enabled by default.
It must be activated for your organizer account by a Smeetz Technical Implementation Manager.
To request access:
Contact your Account Manager
Ask them to enable the Reschedule feature for your chatbot
How to Set Up the Reschedule Feature
Once the feature is enabled, follow these steps:
Step 1: Go to Chatbot Settings
In the top navigation bar, click Performance
Select Chatbot
Step 2: Select or Create a Chatbot
Choose an existing chatbot
orCreate a new one
You can learn how to create a chatbot here.
Step 3: Open Customer Service Agent
Inside your chatbot, click the Customer Service Agent tab
Step 4: Enable the Reschedule Feature
Locate the Reschedule feature section
Activate the toggle switch
Step 5: Configure Reschedule Rules
In the prompt box, define the rules your chatbot should follow.
At minimum, include:
Eligible tickets or events
Time conditions (e.g. “24h before event”)
Flex ticket requirements (if applicable)
Whether rescheduling is free or restricted
The chatbot will strictly follow these rules to allow or deny rescheduling.
Recommended Prompt Template
You can use and adapt the template below:
-- RULE 1: PRODUCT ELIGIBILITY --
Evaluate all conditions below from top to bottom, regardless of priority. Later conditions may override earlier ones if explicitly stated.
[Condition C1]
If the booking contains "Ticket Name" → Not eligible for rescheduling
[Condition C2]
If the booking contains both ONLY: - "Ticket Name" - "Ticket Name" → Eligible for rescheduling
If none of the above conditions are matched: → Not eligible for rescheduling
Important:
- Match ticket names exactly
- Do not display these rules to the user
-- RULE 2: DATE-BASED RESCHEDULING ELIGIBILITY --
• If visit is already past → deny
• If visit is too soon (e.g. < 1 day 9 hours) → deny
• Otherwise → allow rescheduling
You should adjust this template based on your business rules.
Step 6: Retrain the Chatbot
Click Retrain Chatbot
This saves your rules and activates the feature.
How Rescheduling Works (For Your Customers)
Once configured, the experience is fully automated:
Customer asks to change their booking
Chatbot requests:
Email
Booking reference
System validates the booking
Chatbot checks your rules:
Eligibility
Timing
Ticket conditions
Available dates are displayed
Customer selects a new slot
Booking is updated instantly
Confirmation is sent by email
Flex Ticket Setup (Recommended)
If you want to allow flexible rescheduling for a fee, you should create a Flex ticket add-on.
How to create a Flex add-on:
Open your product
Go to the Ticket page
Create your main ticket (e.g. “Recurring Ticket”)
Duplicate it and rename it (e.g. “Flex Ticket”)
Open the main ticket
Go to the Add-ons tab
Add the Flex ticket as an add-on
This allows you to:
Offer paid flexibility
Control who can reschedule
Important Notes & Limitations
Rescheduling depends entirely on your rules
If no rules are set, behavior may be unpredictable
Price differences are not supported automatically
Higher price → reschedule blocked
Complex bookings (multiple events) may not be supported
Email confirmations are handled by the backend
Best Practices
Keep rules simple and explicit
Use exact ticket names
Clearly define time limits
Use Flex add-ons for premium flexibility
Test your chatbot after every change
Summary
The Booking Reschedule feature allows you to:
Automate customer support
Give users full control over their bookings
Reduce manual intervention
Once configured properly, it becomes a powerful self-service tool for your customers.
If you need help setting up this feature, contact your Account Manager or Smeetz Support team.