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Users getting a Cancellation Notification when reschedulling an event

  • February 25, 2025
  • 4 replies
  • 38 views

angeliti

Hello!

I have a workflow that sends a custom email notification to users right after they cancel a booking, and I noticed that users are also getting this Cancellation Notification when they reschedule.

This is causing a lot of problems, because my Cancellation Notification says something like “we reviewed your application and cannot help you”, so when someone reschedules and gets this message gets confused and sometimes even offended.

I get that a Reschedule is a Cancellation + New Booking, but I don’t understand why Calendly works this way. There is a “Right after an event is rescheduled” trigger in case I want to send a specific notification for that, so I don’t know why Calendly sends a different notification.

Anybody could clarify? I’m I missing something?

Thanks,
Ángel.-

Best answer by David

Hi ​@angeliti - I appreciate your patience here.

I reached out to our teams and this is something they’re aware of and working on a fix! I don’t quite have a timeframe on when this will be resolved, but I’ll update once I find out anything else. 🙂

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4 replies

David
Community Manager
  • Community Manager
  • 851 replies
  • February 26, 2025

Hi ​@angeliti - Thanks for raising this. Give me some time to talk to our team internally to see what might be going on with this, It does seem a little unexpected.

I’ll keep in touch when I have more information!


David
Community Manager
  • Community Manager
  • 851 replies
  • Answer
  • February 27, 2025

Hi ​@angeliti - I appreciate your patience here.

I reached out to our teams and this is something they’re aware of and working on a fix! I don’t quite have a timeframe on when this will be resolved, but I’ll update once I find out anything else. 🙂


angeliti
  • Author
  • Community Member
  • 1 reply
  • February 27, 2025

Awesome! Thanks for letting me know, ​@David, and happy to hear you are working on a fix 🙂

In general, I think there is big room for improvement in Workflows.

For example, regarding cancellations, I’m missing:

  • Separate triggers for cancelations initiated by the Host and cancelations initiated by the Invitee. Right now, there is a single trigger for all cancelations, and you may want to send different notifications in each case. For example, if me as the Host cancel a meeting with a potential customer because I see from his answers when he booked the meeting that I cannot help him, I may want to send a notification saying “The meeting was cancelled because after reviewing your application we saw we couldn’t help”. However, that same notification wouldn’t make any sense if the Invitee was the one cancelling the meeting.
     
  • A dynamic variable for the reason for cancellation. Right now, if you as a host cancel a meeting and in the pop-up you enter why you cancelled it, this information is only included in the basic default notification. There is no way of adding it to your Cancellation Workflow notifications, which doesn’t make more sense, because Calendly recommends to use Workflows instead of Basic Notifications.

Hope you can pass this information to the team as well, and soon we can all see these improvements in the product 🙂

Best,
Ángel.-


David
Community Manager
  • Community Manager
  • 851 replies
  • February 27, 2025

Thank you Angel - Really appreciate all of this feedback here. I’ll be sure to get all of this over!


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