This guide covers opening a booking, moving it, cancelling it with or without a client message, and the different effect of deleting it.
It does not cover creating the original booking or the meaning of every status colour. See How to create a client appointment and How to manage appointment statuses.
Open the appointment
In the Case Management sidebar, select Calendar.
Move to the date and choose the relevant staff member if needed.
Select the booking.
The booking opens with Attendance, Reschedule, Create next, Confirmation, Note and Reminders tabs. If it is linked to a client, View client record opens that person's record.
Reschedule it
Select the Reschedule tab.
Set the New date and Minutes.
Choose a time under New start. Busy times remain unavailable; the booking's own current time is not treated as a clash.
Select Reschedule.
Joy confirms with Booking rescheduled. The calendar booking moves, and its linked appointment record moves to the new date too.
The same working-hours and availability check used for a new booking applies here. If another event takes the slot at the same moment, Joy reports Slot clash and then reschedules anyway. Check the colleague's diary carefully if that warning appears.
Rescheduling does not send a new confirmation automatically. Use the booking's Confirmation tab if the client needs the new details.
Cancel without sending a message
Open the Appointment actions menu shown as three dots.
Select Cancel.
This records the outcome as cancelled by staff. You can instead use Mark as cancelled by client when that is what happened.
These actions do not send a Case Management message to the client. If the booking also has an Outlook attendee, cancelling triggers a normal Outlook cancellation on a best-effort basis, but Case Management does not promise that this succeeds.
The booking stays on the calendar in rose with crossed-through text. Its appointment history stays on the client's record with the cancellation outcome, and any still-scheduled reminders are cancelled.
Cancel and tell the client
Open the booking and stay on Attendance.
In Outcome, choose Cancel with message.
Under Message to client, choose SMS or Email.
Enter the Message body.
Select Record attendance.
Joy confirms with Attendance recorded and marks the booking as cancelled. It tries to send the message to the linked client, but a sending failure does not undo the cancellation and is not shown as a separate error in this dialog. Check the client's Outreach history when it matters that the message went.
Delete the booking
Open the booking.
Select Delete booking at the bottom.
There is no confirmation step: selecting the button starts deletion immediately. Joy confirms with Booking deleted and removes the booking from the calendar.
Deleting is not the same as cancelling:
cancelling keeps a visible, crossed-through booking and a cancellation outcome on the client record;
deleting removes the calendar booking and cancels pending reminders;
a linked appointment record with no attendance outcome is removed from the client's upcoming record;
if attendance was already recorded, that historical client record is kept.
Deleting does not send the client a Case Management cancellation message. Use Cancel with message when the client needs to be told.