Cancel an appointment with Conversational Appointment Booking

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As a customer or consumer, cancel an appointment from the Virtual Agent chat window on the service portal.

    Before you begin

    Role required: customer, consumer

    Procedure

    1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.
      For example: https://yourportalurl.com/csm
    2. Click the chat icon (Chat icon.).
    3. In the chat window, enter cancel appointment.
      The Virtual Agent shows the available appointments.
      Figure 1. Cancelling an appointment
      Virtual Agent chat window with appointment cancellation details.
    4. Confirm the cancellation.

    Result

    The appointment is canceled.