The Cancel Appointment Node in Sprinklr IVR allows you to cancel a previously scheduled appointment and notify the customer of the cancellation. Notifications can be sent through Email, SMS, or WhatsApp based on the configuration.

This guide explains each configuration field available in the node. The following input fields are available:

1. Name

• Description: Enter a descriptive name for the node.

• Example: Cancel Customer Appointment
  

2. Email Notification (Toggle)

• Enable: Switch on to send an Email notification when an appointment is canceled.

• Fields:

• Email Account: Select the email account from which the cancellation notification will be sent.

• Confirmation Asset: Select the email asset template containing the cancellation message.
  

3. SMS Notification (Toggle)

• Enable: Switch on to send an SMS notification when an appointment is canceled.

• Fields:

• SMS Account: Select the SMS account to send the message.

• Confirmation Asset: Select the SMS asset template used for cancellation notification.

4. WhatsApp Notification (Toggle)

• Enable: Switch on to send a WhatsApp notification when an appointment is canceled.

• Fields:

• WhatsApp Account: Choose the WhatsApp account to send the message from.

• Confirmation Asset: Select the WhatsApp template to notify the customer of the cancellation.

Example Flow

1. Customer chooses the option to cancel a scheduled appointment in the IVR.

2. The Cancel Appointment Node executes and cancels the appointment.

3. Based on enabled notification channels:

• An email is sent with cancellation details.

• An SMS confirmation is sent to the customer’s phone.

• A WhatsApp message is delivered confirming cancellation.

Best Practice Tip: Configure at least one notification channel (Email, SMS, or WhatsApp) to ensure the customer always receives confirmation of the cancellation.