---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Cancel an appointment with Conversational Appointment Booking

# Cancel an appointment with Conversational Appointment Booking {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a customer or consumer, cancel an appointment from the Virtual Agent chat window on the service portal.

## Before you begin

Role required: customer, consumer

## Procedure

1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.  
   For example: https://yourportalurl.com/csm
2. Click the chat icon (![Chat icon.]()).
3. In the chat window, enter <kbd class="ph userinput">cancel appointment</kbd>.  
   The Virtual Agent shows the available appointments.Figure 1. Cancelling an appointment
4. Confirm the cancellation.

## Result

The appointment is canceled.
**Related tasks**   

* [Schedule an appointment](https://servicenow-prod.fluidtopics.net/ZFmcDaYOCQQsCjtCuPBdxQ "As a customer or consumer, schedule an appointment from the Virtual Agent chat window on the service portal.")
* [Reschedule an appointment](https://servicenow-prod.fluidtopics.net/K9QMPR4Fnv~thDTFV_qcBQ "As a customer or consumer, reschedule an appointment from the Virtual Agent chat window on the service portal.")