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This document provides an overview of the Cancel Callback node in Guided Workflows, detailing its four configurable options to cancel callbacks across cases, profiles, specific case IDs, or outbound journey calls based on the loaded profile.

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Various Fields in Cancel Callback Node

• Name: You can give a name of your choice to the node.

• Callback Type: You can choose the callback type from the 4 available options in the dropdown:

  • Cancel callbacks across current case:

    • This action is used in Guided Workflow to cancel all scheduled callbacks on the current case.

    • For example, if the workflow is triggered on Case 1 and the user switches to Case 2, the workflow will recognize the newly loaded case (Case 2) as the current one.

    • As part of the first action, it will cancel all callbacks scheduled on the currently loaded case.

    • It ensures that callbacks across the current case are canceled.

  • Cancel callbacks across current profile:

    • This action cancels all scheduled callbacks across all cases linked to the currently loaded profile.

    • When a case is loaded, its associated profile is also loaded. If a user has multiple cases created from the same profile (e.g., they contacted support multiple times), all callbacks scheduled on any of those cases will be canceled in one go.

    • For Example:

      • A user requests a callback on Case A, scheduled for next Monday.

      • A few days later, a new Case B is created for the same user with another callback scheduled for Tuesday.

      • If this type is triggered, callbacks on both Case A and Case B (and any others linked to the profile) will be canceled simultaneously.

  • Cancel callbacks across specific cases:

    • This action allows you to cancel callbacks only in specific cases associated.

    • You can define and pass one specific case ID or case numbers for which the callbacks should be canceled.

    • It is useful in scenarios where multiple cases exist under the same profile, but you want to cancel callbacks only on selected ones.

    • If you choose this option, you also need to map the Case ID in the additional field that opens.

  • Cancel journey outbound calls across current profile

    • This action cancels all scheduled outbound calls associated with the Journey Facilitator (JF) for the currently loaded profile.

    • Effectively stops all journey-based outbound call attempts for a profile in one go.