Cancellation approval workflow for therapy practices
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 clients.
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 therapy practices teams run it
When a client ends care, confirmation goes out, records update, and the door stays politely open.
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
Combine behavior, sentiment, service history, and conversation data into proactive retention workflows.
See the journey →Churn risk intervention
Route each at-risk customer into a playbook based on value, issue, urgency, and preferred channel.
See the journey →Renewal journey automation
Coordinate education, value review, objections, approvals, offers, and signatures before the deadline.
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 therapy practices businesses?
Frontdesk can work with HubSpot, Salesforce, Pipedrive, Google Calendar, Outlook, Webhooks, 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 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.
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.
Callback request 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.