Booking change / cancellation flow template

How the conversation runs

1. Bot sends

   No problem, {{name}} — would you like to modify or cancel your booking?

   Modify bookingCancel booking
2. Bot asks & saves the answer as {{booking_ref}}

   What's your booking reference?
3. Bot asks & saves the answer as {{booking_ref}}

   What's your booking reference?
4. Bot asks & saves the answer as {{change_request}}

   What would you like to change?
5. Tags the contact booking-cancel for future campaigns
6. Tags the contact booking-change for future campaigns
7. Hands the chat to your team

   Got it — processing the cancellation for {{booking_ref}}. We'll confirm refund timelines right away.
8. Hands the chat to your team

   Thanks! Working on your change for {{booking_ref}} — we'll confirm the new details shortly. ✏️

Answers marked {{like_this}} are saved on the contact and reusable in campaigns. Unrecognised replies re-prompt the menu instead of dead-ending.

More Travel & Hospitality flows