## 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:**
1. Open the appointment in the **Calendar** (or from the contact panel in the conversation).
2. In the **event form**, click **Cancel**.
3. 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:**
1. Open the appointment in the **Calendar**.
2. In the **event form**, click **Delete**.
3. Confirm the deletion. The event is removed from the platform **and** from Google Calendar, leaving no
   history.

**Reactivate a cancelled appointment:**
1. Open the cancelled appointment (use the **Cancelled** filter to find it).
2. In the **event form**, click **Reactivate**.
3. The status goes back to **confirmed** and the appointment reappears in the default view.

**See what was cancelled:**
1. 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.

## See also

- [Reschedule, cancel, Google Meet and the .ics file](/hc/ajuda/articles/calendar-scheduling-reagendar-cancelar-meet-ics-en)
- [Google Calendar sync: import, status and reconnect](/hc/ajuda/articles/calendar-scheduling-sincronizacao-com-google-calendar-en)
- [Calendar & Scheduling overview](/hc/ajuda/articles/calendar-scheduling-overview-en)
- [Booking side-effects, reminders and notifications](/hc/ajuda/articles/calendar-scheduling-efeitos-do-agendamento-lembretes-notificacoes-en)