Scheduling: Cancelling Appointments

In this article:

• Cancel a Client Appointment
• Notify Staff of a Cancellation
• Cancel a Staff Appointment
• Reassign an Unassigned Appointment
• Undo a Cancellation
• Quick Reference

Before You Start

Cancellation reasons and cancellation types are set up at the organization level. To learn how to set up cancellation reasons, click HERE.

Cancel a Client Appointment

1. Select [Scheduling] from the menu bar.
2. Select [Schedule For] or [Overview].
3. Select the client or staff in [Schedule For] and locate the appointment. OR Navigate to the appointment in a filtered view in [Overview]
4. Click the appointment to open it.
5. Change the status from [Scheduled] to [Canceled] 

1. Select the cancellation reason (for example, Sick).

1. Select [Client] as the cancellation type.
2. Check [Notify assigned staff], if applicable (see below).
3. Click [Submit].
4. Select [This appointment] to apply the change to this appointment only.
5. Click [Save My Changes].

The canceled appointment will appear in red on the schedule and in your cancellation report.

Notify Staff of a Cancellation

When cancelling a client appointment, check [Notify assigned staff] to let the staff member know their session was canceled.

The staff member will see the notification in the bell icon and in their notifications list in Hi Rasmus.

📹 Watch: Staff Cancellation - Unassigned Appointment Creation

 

When to Use This Feature

• A staff member calls out sick or is otherwise unavailable for a scheduled session
• The client session still needs to be covered and you are actively looking for a replacement
• You want the session to remain visible on the schedule in the unassigned bucket rather than disappearing from view

Step-by-Step Instructions

Step 1: Navigate to the Overview and Locate the Appointment

1. Go to your Overview in the scheduler.
2. Use the filter to display your current staff for the relevant time period. You can toggle between week view and day view — day view is recommended when managing same-day coverage.
3. Locate the appointment for the client whose staff member is unavailable.

Step 2: Open the Appointment and Set the Status

1. Click on the appointment to open it.
2. From the status dropdown, change the appointment status from Scheduled to Canceled.
   
3. Select the cancellation reason (e.g., Sick).
   
   
   

Step 3: Select the Unassigned Appointment Option

1. After selecting Staff Cancellation as the cancellation type, a checkbox will appear: “Create an unassigned appointment for this client to reschedule with another staff member.”
2. Check this box if you still need coverage for this session.

Step 4: Submit and Save

1. Click Submit.
2. When prompted to save, select Save My Changes.
3. Important: Apply the change to this appointment only — do not apply to recurring appointments unless intended.
4. Click Apply on Calendar/Visualization to confirm.

Step 5: Confirm the Result on the Schedule

After saving, verify the following on your calendar:

• The original appointment now appears in red, marked as canceled. It will be visible in cancellation reports.
• The client’s name now appears in the Unassigned bucket on the left side of the schedule, indicating that coverage is still needed.

Reassigning the Session to a Staff Member

Once the unassigned appointment is created, you have two options to assign coverage:

Option A: Use the Top Matches Feature

1. Click on the unassigned appointment in the Unassigned bucket.
2. Select User to view a list of Top Matches — staff members who have worked most frequently with this client.
3. Click the checkmark next to a staff member’s name to confirm their availability.
4. Assign the session to the selected staff member.

Option B: Drag and Drop on the Schedule

1. Review the schedule visually to identify which staff members are available during this time slot.
2. Drag the unassigned appointment from the Unassigned bucket and drop it onto the available staff member’s column.
3. When prompted, confirm that you are editing only this one appointment (not the recurring series).

Save the changes. The appointment will now appear on the schedule under the newly assigned      staff member.

Reporting and Documentation

• The canceled appointment will appear in your cancellation report, tagged with the cancellation type and reason you selected.
• The unassigned appointment is separate from the canceled record and will remain in the Unassigned bucket until it is filled or removed.

Undo a Cancellation

1. Click the canceled appointment to open it.
2. Click [Undo Cancellation].
3. Click [OK]. The appointment will return to its previous status.
4. Click [Save My Changes].

Quick Reference

Situation	What to Do
Client cancels	Cancel → select reason → Client type → notify assigned staff if needed → Submit
Staff calls out, session needs coverage	Cancel → select reason → Staff type → check the unassigned appointment box → Submit
Coverage found with Top Matches	Open unassigned appointment → User → choose from Top Matches
Coverage found visually	Drag unassigned appointment to an available staff member
Cancellation was a mistake or plans changed	Open appointment → Undo Cancellation → OK → Save

 

-Updated October 2026