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The agent can cancel an appointment through the same lifecycle your team uses, so a cancellation updates dispatch, closes related tasks, records activity, and notifies the right people.
Safeguards before a cancellation
The agent confirms who is calling by phone number, finds the specific appointment (asking which one if there are several), and requires the caller to explicitly confirm before cancelling. It will not cancel a completed appointment, an appointment for another business, or an ambiguous match.
Already cancelled or nothing scheduled
If the appointment is already cancelled, the agent simply confirms that rather than doing anything again. If there is nothing to cancel, it says so.
Cancellation policy
The agent performs the cancellation and does not quote a cancellation fee or cutoff, because NBOUND does not currently enforce one. If your business has a verbal policy, communicate it through your own follow-up.