Installation appointment change
How do we let a customer reschedule or cancel an installation visit from their phone so the slot is freed in the field system and the order stays correct?
Make the change the customer's own action, inside the rules. Callvu prefills the booked visit from the field system and the order (the window, the job, the technician skill, the equipment on the truck, the order's due date and any service start that depends on it), shows the customer the available windows that match the job's skill and area, applies the change rules (the cut-off before the window after which a change counts as a missed appointment, the limit on reschedules, the order's expiry), records the reason, frees the old slot and books the new one in the field system, re-sends the pre-visit questions where the date moves far, and writes the change to the order in the BSS, the system of record, with the customer's confirmation and the credit rule applied where the operator missed the window.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The customer called to move the visit, waited twenty minutes, and the technician still came to an empty house because the slot was never freed.
An installation appointment change is the simplest field request and one of the most wasteful when it fails: the customer cannot change it in the app, the agent changes it in one system but not the other, the technician's route still shows the old stop, and the slot nobody freed goes unused while another customer waits a week. The missed visit then triggers an argument about whose fault it was.
The change has rules: the windows that fit the job's skill and area, the cut-off before the window after which a change is a missed appointment, the number of reschedules an order allows before it expires, the dependence of the service start on the visit, and the credits the state or the operator's policy pays when the operator misses a window. The field system must free the slot the moment the customer confirms; the order in the BSS must reflect the new date.
A change the customer makes themselves, with the slot freed instantly, is capacity returned to the route.
How it runs
From the requestto the system of record.
A customer wants to move or cancel a booked installation visit, from the app, the website, the reminder text, a call or an AI assistant. Callvu identifies them and opens the change.
- Customer
- Picks a new window or cancels, gives the reason and confirms on their phone.
- Dispatcher
- Decides changes outside the rules in the Decision Desk.
- Callvu
- Prefills, offers windows, applies the rules, frees and rebooks, re-sends pre-visit questions and writes.
Prefill the visit and the order
The booked visit is prefilled from the field system and the order: the window, the job type and skill, the technician assignment, the equipment allocated, the order's due date and expiry, and any service start or number port that depends on the visit; the customer sees the visit and what a change affects.
Offer the windows and apply the rules
The available windows that match the job's skill and area are offered; the change rules apply: a change after the cut-off before the window counts as a customer missed appointment with its consequence shown, a reschedule beyond the order's limit or past its expiry is flagged, and a cancellation shows what happens to the order and any equipment shipped.
Decide exceptions
A change inside the rules completes by rule; a change past the cut-off, beyond the limit, past the expiry, on an order with a dependent port date, or a cancellation of an order with installed equipment goes to the dispatcher in the Decision Desk with the order and only the allowed outcomes (allow, allow with the fee or the consequence, extend the order, or cancel with the equipment return).
Write back
The old slot is freed in the field system at once and the new one booked, the technician's route is updated, the order in the BSS, the system of record, is updated with the new date and the reason, the pre-visit questions are re-sent where the date moves far, the customer receives the confirmation and the reminder sequence restarts, and a window the operator missed triggers the credit by rule.
Where it ends: The customer moved or cancelled the visit themselves inside the rules, the slot was freed the moment they confirmed, the order in the BSS matches the field system, and the operator's missed windows paid the credit by rule. The Decision Trace shows the rules applied and any dispatcher decision; the Audit Trace shows the change, the slot release and the write with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The app, the website, the reminder text, a call with a link or an AI assistant.
The back office
The dispatcher decides only exceptions; the route and the order are updated by the process.
The Decision Desk
- A change past the cut-off, beyond the reschedule limit, past the order expiry, with a dependent port, or a cancellation with installed equipment goes to the dispatcher in the Decision Desk with the order and only allow, allow with the consequence, extend, or cancel with the return.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
Can the customer change the visit without calling?
Yes, from the app, the website or the reminder text; the windows that match the job are offered and the slot is freed the moment they confirm.
What if the change is late?
A change after the cut-off counts as a customer missed appointment with the consequence shown before they confirm; the dispatcher decides exceptions.
What if the operator misses the window?
The credit the state or the policy provides applies by rule, because the record shows who changed what and when.
Related processes
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