Harvest project setup for Hive clients (time tracking)
Set up one Harvest project per Hive client, assign consultants, and set billable rates so time tracking works and every engagement shows up on timesheets.
Client reschedule workflow (portal + email) for service calls
Build a client reschedule workflow that emails a rebooking link, cancels the original booking, returns credit, and logs an audit trail for service calls.
TABLE OF CONTENTS
If you need to reschedule a paid service call, don’t do it by hand. Build a client reschedule workflow that (1) captures a reason, (2) sends the client a self-serve link to pick a new time, (3) cancels the original booking, (4) returns the client’s credit, and (5) logs the change for auditing.
What a client reschedule workflow should do (end-to-end)
A good reschedule flow handles two jobs at once:
- It protects your calendar and capacity.
- It keeps the client experience smooth (and documented) even when the consultant can’t make the time.
At a minimum, build the flow so one action triggers the full lifecycle below.
Step 1: Trigger the workflow from the booking record
Trigger options that work well:
- A button on the booking record (best for consultants).
- A “Reschedule requested” status change (best for ops teams who prefer a queue).
Key inputs to collect at trigger time:
- Reschedule reason (short, client-safe)
- Optional internal note (for ops; not visible to the client)
- Preferred reschedule window (e.g., next 7 days, next 14 days)
Step 2: Confirm guardrails before you send anything
Add guardrails so reschedules don’t create chaos:
- Time window cutoff: block reschedules if the start time is too close (e.g., < 24 hours) unless an admin override is used.
- One-click confirmation: show a preview of the email and the reason before sending.
- Rate limit: prevent repeated reschedule requests on the same booking (e.g., max 1 request per 24 hours).
Step 3: Send a client-facing email with the reason + a public rebooking link
The email should be short and calm:
- One sentence acknowledging the change
- The reason (no blame, no internal details)
- A single button/link to pick a new time
Important email requirements:
- Reply-to must be the initiating consultant. If the client replies, it should route to the right person.
- Use a public booking link tied to the correct consultant and service type.
- Track delivery (at least basic “sent” + “bounced” + “clicked” status) if your tooling supports it.
Tip: Point the rebooking link at the same booking page the client normally uses. A familiar page makes the change feel routine, which matters for recurring formats like ZoomFlow sessions.
Step 4: Cancel the original booking (but keep the record)
After the email is sent (or queued), cancel the original booking:
- Mark the booking as cancelled due to “consultant reschedule request”
- Preserve the original time, the reason, and the initiated-by identity
- If your system supports it, store the message ID from the email provider as part of the audit trail
This is what keeps your timeline clean and prevents double-booking. If you book through Calendly, its API cancellation endpoint accepts a reason, so “consultant reschedule request” is stored on the cancelled event itself and fires the invitee.canceled webhook your automation can listen for. (As of October 2026, per Calendly’s API docs.) Keep the consultant’s Google Calendar connected so the freed slot and the new booking both show up where the consultant actually looks.
Step 5: Return credit (or session entitlement) to the client automatically
If the booking consumed a credit/session:
- Restore the credit immediately when the booking is cancelled
- Log the credit return event with booking ID + timestamp
- If the client rebooks, the new booking should consume the credit again
If you do this manually, you will eventually miss one. Automate it.
Step 6: Log the reschedule request as an audit trail
Your audit trail should capture:
- Initiating consultant
- Timestamp
- Reschedule reason (client-facing)
- Internal note (optional)
- Old booking ID + old time
- New booking ID + new time (once rebooked)
This makes future “what happened?” questions easy to answer.
Optional: add an in-portal UI to reduce back-and-forth
If your clients have a portal, add a lightweight “Reschedule requested” banner on the booking:
- Shows the reason
- Shows whether a new time has been selected
- Provides the rebooking link (again)
How session prep summaries reduce reschedules
Reschedules often happen because expectations are unclear:
- The client doesn’t know what will happen on the call
- The client forgets what they asked for
- The consultant has to chase context before the session
If you generate a short session prep summary internally (what the client wants, what the call will cover, what the consultant needs), you cut down on “this isn’t the right meeting” reschedules. Put that summary to work before the call: send the client a two-line agenda with the booking confirmation so both sides show up with the same expectations.
Template: “Request client reschedule” email copy
Subject: Quick reschedule request
Body:
Hi — I need to reschedule our upcoming session due to [reason].
Please use this link to pick a new time: [rebooking link].
If you reply to this email, it will come directly to me.
Thanks,
[Consultant name]
Get help building your client reschedule workflow
Reschedule flows usually break at the handoffs: the booking gets cancelled but the credit never comes back, or the rebooking link points at the wrong consultant. If you want the whole loop wired up across your booking tool, calendar, and client records, book a free call with Connex and we’ll map it out with you.
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