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Playbook · Coaching

Cancellation recovery for coaches

When someone cancels, offer them a new time an hour later and tell the owner who cancelled and why.

Use this templateBrowse the library

Start the 14-day trial, then find it under Templates → Library. It installs into the client you choose, switched off, with its checklist.

Steps
5
Client fills in
3
Accounts
3
Starts
From Calendly, within seconds

UsesBeta

Every step, in order

Branches show each arm; a step indented under one runs only on that arm. The words are the template’s own, and the client’s fields fill them in.

Why this workflow

A cancellation is usually a scheduling problem, not a lost customer, but the scheduler only frees the slot: nobody asks the person to rebook, and a week later they have gone elsewhere. A friendly offer of a new time, sent soon but not instantly, recovers a share of them, and the owner sees the reasons.

  1. Starts whenSomeone cancels a meeting
  2. Wait · 1 hourGive it an hour
  3. EmailOffer a new time
  4. BranchDo we have a mobile?
  5. IfIf yes
  6. TextAnd by text
  7. IfIf no
  8. NotifyTell the owner

What each client fills in

Business name
How messages sign off.
Booking link
Where a customer picks a time.
Owner’s email
Gets the summaries and the cases a person must handle.

The accounts it needs

Each is the client’s own, stored encrypted and never copied between clients. Until one is added the client’s checklist shows it, and nothing runs.

  • Calendly

    In the client’s Calendly: Integrations & apps → API and webhooks → Personal access tokens → Generate new token, with the scopes scheduling_links:write (booking links) and, for the triggers, users:read, webhooks:read and webhooks:write. A token made before Calendly introduced scopes keeps full access.

After you install it

It lands switched off. The client’s checklist holds exactly this:

  1. Connect the client’s Calendly, for “Someone cancels a meeting”
  2. Connect the client’s Resend (email), for “Offer a new time” and “Tell the owner”
  3. Connect the client’s Twilio (SMS), for “And by text”
  4. Fill in Business name (How messages sign off)
  5. Fill in Booking link (Where a customer picks a time)
  6. Fill in Owner’s email (Gets the summaries and the cases a person must handle)
  7. Confirm with the client: The client’s Calendly is on a paid plan (Standard, Teams or Enterprise): Calendly sends webhook events only on those.

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