Appointment Cancellation Templates

When cancellation messages send

Cancellation templates control the automated message sent when an appointment is cancelled. They fire at the moment the cancellation happens, letting the patient know their appointment is no longer on the calendar.

What you'll learn

When the cancellation email and SMS actually send
How to edit the cancellation email template
How to edit the cancellation SMS template
Why Generate with AI only appears on the SMS side

The Appointment Cancellation email template settings page, showing the subject and rich-text body editor with placeholder fields.

Email template

Open the cancellation email template

Go to Settings > Cancellation Email Template.

Edit the subject line

Update the subject shown in the patient's inbox.

Edit the body

Write or adjust the message using the rich editor. Use placeholders to insert details like patient name and the cancelled appointment's date and time.

Save your changes

Click Save to apply the template.

SMS template

Open the cancellation SMS template

Go to Settings > Cancellation SMS Template.

Edit the message text

Write or adjust the SMS body, keeping it short since it's a text message.

Save your changes

Click Save to apply the template.

The Appointment Cancellation SMS template settings page, showing the message text field and the Generate with AI button.

AI generation only appears on the SMS side

Generate with AI: SMS only The cancellation SMS template has a Generate with AI button to help draft its text. The cancellation Email template does not have this button. If you're on the Email tab looking for it, that's expected — it's not missing or broken, it simply isn't offered on the email side for this template.