Notice-to-vacate workflow
When a cancellation is approved on a ticket, the customer gets written confirmation, the record updates everywhere, and a win-back check-in schedules itself for later. Frontdesk runs it for residents and prospects.
Trigger
An agent sets Cancellation approved to Yes.
Built from
Why teams set this up
Cancellations end relationships twice: once when the customer leaves, and again when a record nobody updated bills them next month.
No post-cancellation billing surprises
A reason captured on every cancellation
Win-back outreach that runs without a campaign
How the automation runs
A member cancels because they moved across town. The confirmation email goes out with the end date, the record updates with the reason, and ninety days later a text asks how the new neighborhood is treating them and mentions the location near their office.
- 1Ticket field
The cancellation is approved with one field flip
- 2Email
The customer receives confirmation with the effective date and any final balance
- 3CRM update
The contact moves to a former-customer stage with the reason recorded
- 4Wait step
The sequence waits ninety days
- 5Outbound SMS
A low-pressure check-in asks how things are going and opens the door back
How multifamily teams run it
An approved notice to vacate flows into written confirmation, an updated record, and a move-out logistics text.
Synced with your systems
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Retention journeys that include this workflow
This workflow is one step inside larger retention journeys that run the full customer lifecycle.
Customer retention
A resident with unresolved maintenance frustration receives manager outreach before deciding to move.
See the journey →Churn risk intervention
A resident with repeated work orders and negative sentiment receives a retention call and resolution plan.
See the journey →Renewal journey automation
A resident enters a 90, 60, 30, and 15-day renewal cadence with policy-aware offer handling.
See the journey →Common questions
How does the cancellation approval workflow workflow start?
An agent sets Cancellation approved to Yes.
Which channels does this use?
This workflow runs over email, sms. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Which systems does this work with for multifamily businesses?
Frontdesk can work with Yardi, RealPage, Entrata, AppFolio, Buildium, ResMan, plus API and webhook connections for custom systems, so every conversation lands on the right record.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →This workflow also runs for any industry.
See the all-industry version →More from ticket buttons and field automations
Add a field to any ticket and let flipping it run the work. Your team makes the decision, Frontdesk does the follow-through.
One-click deposit refund button
Add a Refund initiated field to support tickets. When your agent flips it to Yes, Frontdesk calls your payment processor, confirms with the customer, and closes the ticket.
Resident complaint escalation button
A Manager review field on tickets that, when flipped, briefs the right manager with the full history and tells the customer help is on the way.
Leasing and maintenance callback button
Flip a Callback requested field and Frontdesk dials the customer for you, retries on no answer, and logs the conversation back to the ticket.