Overview
In the Conversa Labs Calendar an appointment can leave your list in two different ways, and the choice matters: cancel and delete are not the same thing.
- Cancel keeps the appointment record on the platform and only changes its status to cancelled. The history stays in the Calendar, the time slot is freed, the parties are notified, and — when there is a Google connection — the event is removed from Google Calendar (the cancelled record stays on the platform for history).
- Delete removes the appointment for good: it stops existing on the platform and is erased from Google Calendar. There is no history after deleting.
Rule of thumb: use cancel when you want to keep a trace (reports, no-show, follow-up) and delete only when the event was created by mistake or must leave no record at all.
Prerequisites
- The Calendar module enabled on the account and an existing appointment.
- A profile allowed to edit/remove appointments.
- For the cancellation or deletion to reflect in Google, an active Google connection on the event's calendar.
Step by step
Cancel an appointment:
- Open the appointment in the Calendar (or from the contact panel in the conversation).
- In the event form, click Cancel.
- Confirm. The status changes to cancelled, the time slot is freed, and — when a Google connection exists — the event is removed from Google Calendar (the cancelled record stays on the platform).
Delete an appointment:
- Open the appointment in the Calendar.
- In the event form, click Delete.
- Confirm the deletion. The event is removed from the platform and from Google Calendar, leaving no history.
Reactivate a cancelled appointment:
- Open the cancelled appointment (use the Cancelled filter to find it).
- In the event form, click Reactivate.
- The status goes back to confirmed and the appointment reappears in the default view.
See what was cancelled:
- In the Calendar's appointment list, use the Cancelled filter to review everything that was cancelled (without mixing it with active ones).
Settings & options
- Cancel: cancelled status, keeps the record on the platform, frees the slot, notifies the parties and removes the event from Google Calendar (the cancelled record stays on the platform).
- Delete: permanently removes the native event and calls the deletion in Google Calendar (the event is erased on both sides). No history.
- "Cancelled" filter: separates cancelled appointments from active ones in the Calendar list.
- Buttons: Cancel and Delete live in the event form (when you open/edit the appointment).
Use cases
- Cancel: the customer called off, but you want to keep the record for reporting and follow-up.
- Cancel: officially register a cancellation and free the slot for someone else.
- Delete: an event was created by mistake (wrong time, duplicate) and should appear nowhere.
- Delete: clean up a test you created yourself and don't want in the history or in Google.
Tips, limits & best practices
- Prefer cancel in most cases: keeping the history helps with reports, no-show and missed-appointment analysis. Delete is irreversible and leaves no trace.
- When you delete, the event also disappears from Google Calendar — make sure that's what you want before erasing it on both sides.
- If the appointment already had a confirmation sent to the customer, cancelling triggers the proper cancellation notice; deleting simply removes the event.
- Use the Cancelled filter to audit cancellations without cluttering your view of active appointments.
Troubleshooting
- I cancelled, but Google still shows the event: cancelling removes the event from Google Calendar. If it still shows, confirm the Google connection is still active; the periodic check reconciles differences.
- I deleted, but the event came back: check the Google connection and whether it was recreated by a new sync of an event still present in Google — delete it in Google too if needed.
- I can't find a cancelled appointment: use the Cancelled filter in the Calendar list.
- I don't see the Cancel/Delete buttons: your profile may not be allowed to remove appointments — talk to an administrator.