Process an email requesting a change or cancellation

When an email asks to change or cancel an existing journey, WAY‑Plan can identify the intention and generate an operator alert. The business action remains under your control.

What AI assistance does

• classifies the message as a new request, change, cancellation or unrelated content;
• looks for available booking context;
• creates an alert when an operator needs to intervene.

Review procedure

1. Open the source email and identify the reference, date, journey and person concerned.
2. Check that the request is linked to the correct job.
3. Compare the current value with the requested change.
4. Apply the change or cancellation yourself in WAY‑Plan according to your normal procedure.
5. Check the result, then mark the email as processed.

If the job cannot be found

Do not choose a job at random and do not assume that the request has been carried out. Return to the source email, search using the available information and process the case manually. If the link remains uncertain, contact support with the message reference and expected result.

Remember: detecting an intention does not automatically apply a change or cancellation. Likewise, “processed” records that a team member handled the email; it does not prove that the job was changed or cancelled.