--- title: "Handle appointment cancellations automatically with Voice Agent" slug: "handle-appointment-cancellations-automatically-with-voice-agent" updated: 2026-07-11T15:46:23Z published: 2026-07-11T15:46:23Z canonical: "help.servicetitan.com/handle-appointment-cancellations-automatically-with-voice-agent" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Handle appointment cancellations automatically with Voice Agent This improvement adds appointment cancellation handling to Voice Agent (VA), so the VA can manage these calls end-to-end — first attempting to retain the appointment, then processing the cancellation only after the caller confirms. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780339410523.png?sv=2026-02-06&spr=https&st=2026-11-13T00%3A33%3A22Z&se=2026-11-13T01%3A33%3A22Z&sr=c&sp=r&sig=fAbpGpznoMLJ855%2FZxzv883JT89RT5vISfYIYX3S%2BYM%3D) ### What's changing? When a caller contacts your business to cancel an appointment, your customer service representatives (CSRs) and dispatchers must manually handle the call, gather the reason, attempt to retain the appointment, and then process the cancellation in ServiceTitan. This adds to their workload on one of the most common call types and increases the chance that calls go unhandled during busy periods. Voice Agent now handles appointment cancellation calls from start to finish. When a caller expresses intent to cancel, the VA identifies the reason and uses configured retention strategies, such as offering reschedule options or a dispatch fee waiver, before processing the cancellation. If the caller still wants to cancel, the VA confirms the appointment details, gets explicit confirmation, and cancels the appointment automatically. At any point, if the caller becomes frustrated or requests a live agent, the VA escalates immediately. ### Resources - [AI Voice Agent for Basic Phones and Phones Pro - FAQ](/v1/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq) - [Configure your Voice Agent Settings in ServiceTitan](/v1/docs/configure-your-voice-agent-settings-in-servicetitan) - [Configure Voice Agent Account Level settings in Contact Center Pro](/v1/docs/ccp-configure-voice-agent-account-level-settings-in-contact-center-pro) ### Before and After #### Before (current) 1. A caller contacts your business to cancel an upcoming appointment. 2. A CSR or dispatcher manually answers the call and gathers the cancellation reason. 3. The CSR or dispatcher attempts to retain the appointment — offering reschedule options or incentives based on their judgment. 4. If the caller still wants to cancel, the CSR or dispatcher cancels the appointment in ServiceTitan. **Impact:** High-volume cancellation calls consume CSR and dispatcher time, and outcomes depend on individual handling during busy periods. #### After 1. A caller contacts your business to cancel an upcoming appointment. 2. Voice Agent detects the cancellation intent, retrieves the appointment, and gathers the reason from the caller. 3. Voice Agent offers retention options based on your configured strategies — rescheduling availability, dispatch fee waivers, or discounts — up to two attempts. 4. If the caller still wants to cancel, Voice Agent reads back the appointment details and asks for explicit confirmation before canceling. 5. Voice Agent cancels the appointment and confirms the action with the caller. If the cancellation fails or the caller requests a human at any point, the VA escalates immediately with full context. **Impact:** Cancellation calls are handled consistently and automatically, freeing CSRs and dispatchers to focus on higher-value work. ### Who uses this feature - Residential Service and Replacement - Administrators, CSRs, Dispatchers - Region availability: USA, Canada --- ### How it works for your industry ****Residential Service and Replacement**** - A homeowner calls to cancel a same-day plumbing appointment. Voice Agent identifies the reason — a scheduling conflict — and immediately offers available reschedule slots before any cancellation is processed. The homeowner selects a new time, and the appointment is rescheduled without any CSR involvement. - A caller contacts your heating, ventilation, and air conditioning (HVAC) company to cancel a tune-up appointment and mentions the dispatch fee as their concern. Because your account has the dispatch fee waiver option enabled, Voice Agent offers a one-time waiver as an accommodation. The caller accepts, and the appointment is retained. - A caller insists on canceling a garage door repair appointment even after Voice Agent's retention attempts. Voice Agent reads back the appointment details — date, time, and service type — and asks for final confirmation. After the caller confirms, Voice Agent cancels the appointment in ServiceTitan and notifies the caller that the cancellation is complete. ### How to Prepare 1. Enable the Appointment Cancellation capability. Have an administrator go to **Voice Agent Settings > Skills and Capabilities** and turn on *Appointment Cancellation* for each agent where you want this behavior active. This setting is off by default. 2. Configure retention strategies. Decide whether to enable dispatch fee waivers and discounts as retention incentives. Set these options in Voice Agent Settings to match your business rules before the release. 3. Identify your highest-volume cancellation scenarios. Review recent cancellation call trends to confirm your retention strategies are aligned with the most common reasons callers cancel. 4. Brief your team. Let CSRs and dispatchers know that Voice Agent will now handle cancellation calls end-to-end. Clarify when the VA will escalate to a live agent so your team knows what to expect. ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP