There may be situations where an assigned shift needs to be cancelled, for example due to sickness, vacation, or an unforeseen personal emergency.
When cancelling a shift, it's important to record the reason and, if applicable, notify the customer.
Before cancelling shifts, you can manage the available cancellation reasons in Settings → Templates → Reasons for Shift Cancellations. The system includes a default list of reasons, and you can add your own to match your company's needs.
To cancel a shift:
Open the assigned shift.
Click More actions in the upper-right corner.
Select Cancel shift.
Choose a cancellation reason.
Select the customer contacts who should be notified.
If the cancellation should only be handled internally, disable Update the customer to prevent a notification from being sent. Click Cancel shift to confirm.
The shift status changes to Cancelled with the selected cancellation reason, and the assigned talent is updated accordingly.
