What happens when a client calls to say they are running late or needs to move their appointment?

For Salons & Spas

Voksha answers these calls as a standard part of its call handling, and your team makes the actual change. When a client calls in saying they are running 15 minutes behind, Voksha sends your front desk an alert so they see the update rather than wondering why a 2pm client has not shown by 2:05. For a client who needs to move their appointment entirely, Voksha captures the appointment they have, the times that would work instead, and any stylist preference, then alerts your team so they can move the booking and confirm with the client. This matters operationally because running-late and rescheduling calls are exactly the kind of interruption that used to pull a stylist away from a client mid-service or force a receptionist to juggle the phone while checking someone out at the desk, and now they are captured without anyone on the floor being pulled away. For salons with a cancellation policy, like a fee for changes made within 24 hours of the appointment, Voksha can be configured to communicate that policy on the call so the client understands the terms before confirming the change rather than being surprised at their next visit. If a rescheduling request is complicated, like a client wanting to combine two separate services into one longer visit with a different stylist, Voksha flags it clearly so your team knows to call back with options rather than just a new time.