Before You Start
Your WhatsApp Business account must be connected to EasyBiz. The business unit also needs online booking options with time windows in Settings › Bookings, and your Service Areas must be saved, otherwise the date screens will have nothing to offer the customer.
- Set up WhatsApp Integration
- How the Mini App Builder Works
- Setting Up Online Booking Options
- Setting Up Service Areas
Who Is This For
When a customer needs to change their pickup or delivery time, instead of handling it manually through chat, you send them a form directly inside WhatsApp. They pick their new slots themselves, and the reschedule is done. No phone calls, no back-and-forth.
Before You Use This Mini App
This Mini App must be sent to a customer who already has an existing order in your EasyBiz system with a pickup or delivery already scheduled. When you send it, the system will link the new times to that existing order.
If the customer does not have an existing booking yet, send them the New Order: Pickup & Delivery Mini App instead to create the order first.
What happens if there is no order to reschedule? If you accidentally send this Mini App to a customer who has no existing booking, the form will still open, but when they tap the final button, the system will not be able to find an order to update. The reschedule will not go through.
When Customers Can Reschedule
The Mini App does not decide how late a customer can still move a booking. Your business unit does. Set it in Settings › Business Units › your business unit › Cancel & reschedule tab › Order reschedule › Customers can reschedule.
| Choose | What happens when the customer uses this Mini App |
|---|---|
| Never | They can't move a booked pickup or delivery. This is the default. |
| Until it starts | They can move it up to the start of the booked time. |
| Until 1, 2, 3, 6, 12, 24, 48 or 72 hours before | They can move it until that many hours before the booked time starts. |
When the setting does not allow the move, the customer sees "Rescheduling is no longer available for this booking. Please contact our support team for further assistance." and the booking stays as it was. They can only pick another time of the same booking option they booked.
Your booking options also have a Customer reschedule setting. For this Mini App, the business unit's setting is the one that counts for a pickup or delivery that is still to do. Full details are in Setting Up Cancel and Reschedule.
Create Your Mini App
Click Settings ⚙️ in the top navigation bar.
Under the Sales Channels section, click WhatsApp Mini Apps.
Click Add mini app. A menu opens with the Mini App types in groups.
Under Schedule, click Reschedule Pickup & Delivery.
The New Mini App window opens with the Name already filled in as Reschedule Pickup & Delivery. Change it if you like, for example to Change My Booking.
- Click Create. The editor opens with the four ready-made screens.
What Is Already Set Up
The template arrives with four screens in this order. You can publish it as it is.
Before changing the screens, read How the Mini App Builder Works. It explains what screens and blocks are, how to move them, and what the button at the bottom of each screen does.
Contact
Confirms the customer's name, phone number and email before anything is changed. The footer action is Save Customer.
Address
Confirms the address for the new pickup and delivery, so a customer who has moved can update it here. The footer action is Save Address.
Pickup Date & Time
The new pickup date and time slot, with a Refresh link for the latest availability. The footer action (what happens when the customer taps the button at the bottom of the screen) is Next, which simply moves them to the last screen. Nothing is saved yet.
Delivery Date & Time
The new delivery date and time slot. The footer action is Schedule Job, and the button the customer taps reads Confirm Reschedule. Both the pickup and the delivery are moved at this moment, together.
Schedule Delivery or Reschedule?
Both Mini Apps use the Schedule Job footer action. EasyBiz checks the selected order first. If that type of job does not exist yet, it adds it. If the job already exists, it moves the existing job instead of adding another one.
| Use this Mini App | Choose it when | What the customer can change |
|---|---|---|
| Schedule Delivery | The return delivery has not been booked yet. | The delivery address, date and time. |
| Reschedule Pickup & Delivery | A pickup and delivery are already booked, and either one may need to move. | The pickup date and time, followed by the delivery date and time. |
Only Rescheduling the Delivery
Some shops never move the pickup, only the return. If that is you, remove the Pickup Date & Time screen.
In the editor, click the Pickup Date & Time screen to open it.
Scroll to the bottom of the screen's settings and click Remove screen.
The Delete Screen window asks you to confirm. Click Delete. This cannot be undone, but customers keep seeing the old version until you publish again.
Check that the Delivery Date & Time screen still has Schedule Job as its footer action. It must be the last screen.
Add Only the Extra Details Your Shop Needs
The four default screens are enough to reschedule a pickup and delivery. You can add the Property Type question if your driver needs the customer's unit or floor number. Keep the form simple and only ask for details that help your driver complete the visit without calling the customer again.
| Extra detail | Add this when | How it helps your shop |
|---|---|---|
| Property Type | Your driver needs a unit or floor number for HDBs, condos and offices. | Customers in these buildings must enter the missing details, while landed-home customers can continue without them. |
Do not use this form to let customers add extra services. If they want more work done, create a new order instead.
The next section explains how to add the Property Type question.
Ask for the Property Type
By default, address line 2 is optional, because landed houses have no unit number. Here is how to make it compulsory for HDB, Condo and Office only.
Add this question when your driver needs a unit number or floor number to complete the pickup or delivery. Without it, your staff may have to call or message the customer again, and the driver may be delayed at the building. Customers who choose Landed will not be forced to enter a unit number that they do not have.
Step 1. Create the field
Click Settings ⚙️ in the top navigation bar.
Under the Library & templates section (called Library on some accounts), click Custom Fields.
Click Add Data Field. In the New Data Field panel, type Address Type as the Field name and choose Options as the Data type.
- Click Add Option and type HDB. Repeat for Condo, Office and Landed. Then click Save.
Step 2. Add the question to the Address screen
In the editor, click your Address screen.
Under Content, click Add content and choose Dropdown. The settings for the new block open.
Click Input Data Field and choose Address Type.
Set the Label to Property Type.
Set Visibility to Conditional. In the Add Condition window, set When to Address geo location and Operator to Has Value, then click OK. The question then appears only after the customer finds their postal code.
- Drag the block above Address line 1.
Step 3. Make address line 2 conditional
Click the Address line 2 block to open its settings.
Change Required to Conditional.
In the Add Condition window, set When to Address Type, Operator to Is Any of and Value to HDB, Condo and Office, then click OK.
Address line 2 is now compulsory for apartments and optional for landed homes.
Publish
Click Publish at the top right of the editor. The Publish Mini App window opens.
Under WhatsApp Business Account, check the account your customers message. EasyBiz picks your first account for you.
Click Publish.
Use this only if the button reads Add to subscription and publish: some of that account's numbers do not have WhatsApp Mini-App on your subscription yet. The window shows the monthly price per number, and clicking the button adds them and publishes. Only someone with billing access can confirm it, so ask them if the button is greyed out.
- Use Send Test to fill the form in yourself. Full steps are in How the Mini App Builder Works.
FAQs
Does this create a second booking?
No. It moves the pickup and delivery already on the order. Your driver's list shows one job at the new time, not two.
What if I send it to a customer with no booking?
The form opens, but when they tap the last button there is no order for the system to move, so nothing is rescheduled. Always pick the order when you send it.
What is the difference between this and the Schedule Delivery Mini App?
Both use the same Schedule Job action. Use Schedule Delivery when there is no delivery date yet. Use Reschedule when a pickup and delivery are already booked and either one may need to move.
What if the customer only wants to move the delivery?
They still walk through the pickup screen. Ask them to re-pick the same pickup slot, or delete the pickup screen from your form as shown above.
Can they reschedule after the driver has already collected the item?
The pickup slot they choose will not change work your driver has already done. In practice, use the Schedule Delivery Mini App once the item is with you.
Can they change the address at the same time?
Yes. The Address screen is included so a customer who has moved can update it in the same form.
Do the new dates respect my closed days?
Yes. The date screens use the online booking options, time windows, lead times and closed dates you set in Settings › Bookings.
How do I know the customer actually rescheduled?
The order shows the new pickup and delivery times, and the conversation in your WhatsApp Inbox records that the form was submitted.
Can I add a Service Options screen to let them request more work?
Not to this form. A Service Options screen cannot finish a reschedule form with the Schedule Job action. If the customer wants extra work done, take a new order instead.
Can I let the customer cancel with this form?
No. This form only moves dates. A cancellation has to be handled by your team on the order itself.
Is there a limit on how late a customer can reschedule?
Yes. Your business unit's Customers can reschedule setting decides it: Never, Until it starts, or until a number of hours before the booked time. After that, the customer sees "Rescheduling is no longer available for this booking. Please contact our support team for further assistance." Set it in Settings › Business Units › your business unit › Cancel & reschedule tab › Order reschedule.
Is there a limit on how many times a customer can reschedule?
No. As long as the business unit's setting allows it, they can move the booking again. If it becomes a problem, send the form only when you are willing to move the job.
Why does my customer see "Rescheduling is no longer available for this booking"?
Either the booking is too close to its start for your business unit's Customers can reschedule setting, or the setting is still on Never. Change it in Settings › Business Units › your business unit › Cancel & reschedule tab › Order reschedule, or move the booking for them on the order.
What's Next
Your Mini App is live, but it will not reach anyone until you send it. Continue to Sending Your Mini Apps to Customers.