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Overview

The Call Cancelled webhook is triggered whenever a previously booked call is cancelled in your iClosed.io account. This event provides complete details about the cancelled call, including cancellation information, who cancelled it, and when the cancellation occurred.

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Event Details

  • Event Type: callCancelled
  • Trigger: When a call is cancelled by either the invitee or the host
  • Payload: Complete call information with cancellation details

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Webhook Payload

The webhook payload contains detailed information about the cancelled call: 
[
  {
    "event_type": {
      "uuid": "123",
      "kind": "Round Robin",
      "slug": "event-name",
      "name": "Event Name",
      "duration": "15",
      "durationUnit": "MINUTES",
      "owner": {
        "type": "closer"
      },
      "type": "STRATEGY_EVENT"
    },
    "event": {
      "uuid": "45526",
      "assigned_to": {
        "1": "Example Name"
      },
      "extended_assigned_to": {
        "1": {
          "name": "Example Name",
          "email": "email@example.com",
          "primary": "true"
        }
      },
      "utc_start_time": "2023-02-15T16:00:00+01:00",
      "utc_end_time": "2023-02-15T16:00:00+01:00",
      "start_time": "2023-02-15T18:00:00+01:00",
      "start_time_pretty": "06:00pm - Wednesday, February 15, 2023",
      "invitee_start_time": "2023-02-15T18:00:00+01:00",
      "invitee_start_time_pretty": "06:00pm - Wednesday, February 15, 2023",
      "end_time": "2023-02-15T18:30:00+01:00",
      "end_time_pretty": "06:30pm - Wednesday, February 15, 2023",
      "invitee_end_time": "2023-02-15T18:30:00+01:00",
      "invitee_end_time_pretty": "06:30pm - Wednesday, February 15, 2023",
      "created_at": "2023-02-14T22:11:30+01:00",
      "type": "STRATEGY_CALL",
      "location": "https://app.iclosed.io/e/event-name",
      "canceled": true,
      "canceler_name": "Canceller Name",
      "cancel_reason": "",
      "canceled_at": "2025-07-31T19:51:39.902Z",
      "setter": {
        "firstName": "Setter",
        "lastName": "Name",
        "email": ""
      }
    },
    "invitee": {
      "previewUrl": "http://localhost:3000/app/global-data/contacts?preview=abc123",
      "uuid": "ececc9a9-8837-4a4a-b720-e160319e0730",
      "first_name": "null",
      "last_name": "null",
      "name": "invite name",
      "email": "invitee@example.com",
      "text_reminder_number": "+32 123 12 12 12",
      "timezone": "Europe/Berlin",
      "created_at": "2023-02-14T22:11:30+01:00",
      "canceled": true,
      "canceler_name": "Canceller Name",
      "cancel_reason": "",
      "canceled_at": "2025-07-31T19:51:39.902Z"
    },
    "questions_and_answers": [
      {
        "question": "Phone Number",
        "answer": "+32 123 12 12 12"
      }
    ],
    "questions_and_responses": {
      "question": "Phone Number",
      "response": "+32 123 12 12 12",
      "Phone Number": "+32 123 12 12 12"
    },
    "tracking": {
      "utm_term": "",
      "utm_source": "",
      "utm_medium": "",
      "utm_content": "",
      "utm_campaign": "",
      "first_utm_term": "",
      "first_utm_source": "",
      "first_utm_medium": "",
      "first_utm_content": "",
      "first_utm_campaign": "",
      "utmKey_0": "",
      "utmValue_0": "",
      "utmKey_1": "",
      "utmValue_1": "",
      "utmKey_2": "",
      "utmValue_2": "",
      "utmKey_3": "",
      "utmValue_3": "",
      "utmKey_4": "",
      "utmValue_4": ""
    },
    "hookType": "Call canceled"
  }
]

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Key Differences from Call Booked

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Cancellation Status

  • canceled: Set to true for both event and invitee
  • canceler_name: Name of the person who cancelled the call
  • cancel_reason: Optional reason provided for the cancellation
  • canceled_at: Timestamp when the cancellation occurred

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Hook Type

  • hookType: Set to “Call canceled” to distinguish from booking events

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Key Fields Explained

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Event Type Information

  • event_type: Configuration details of the original event type
    • uuid: Unique identifier for the event type
    • kind: Booking strategy (e.g., “Round Robin”, “Direct Assignment”)
    • slug: URL-friendly event name
    • name: Display name of the event
    • duration: Original call duration
    • owner.type: Type of owner (closer, setter, etc.)

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Event Details

  • event: Information about the cancelled call
    • uuid: Unique call identifier (same as when booked)
    • canceled: Set to true indicating cancellation
    • canceler_name: Who cancelled the call
    • cancel_reason: Reason for cancellation (if provided)
    • canceled_at: When the cancellation occurred
    • assigned_to: Who was originally assigned
    • start_time/end_time: Original scheduled times
    • type: Call type (STRATEGY_CALL, DISCOVERY_CALL, etc.)

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Invitee Information

  • invitee: Details about the person who cancelled
    • canceled: Set to true indicating cancellation
    • canceler_name: Name of the person who cancelled
    • cancel_reason: Reason provided by the invitee
    • canceled_at: When the invitee cancelled
    • previewUrl: Link to view the contact in iClosed.io
    • name: Full name of the invitee
    • email: Invitee’s email address
    • text_reminder_number: Phone number for SMS reminders

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Questions and Responses

  • questions_and_answers: Original booking form responses
  • questions_and_responses: Object format of responses

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Tracking Information

  • tracking: Original UTM parameters and attribution data
    • Preserved from the original booking

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Cancellation Reasons

Common cancellation reasons include:
  • Schedule Conflict: Invitee has another commitment
  • No Longer Interested: Prospect changed their mind
  • Technical Issues: Problems with meeting platform
  • Rescheduling Request: Wants to book a different time
  • Emergency: Personal or business emergency
  • Weather: Inclement weather affecting travel
  • Health: Illness or health-related issues

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Use Cases

This webhook is useful for:
  • CRM Updates: Mark opportunities as cancelled in your CRM
  • Calendar Management: Remove cancelled events from calendars
  • Team Notifications: Alert team members about cancellations
  • Analytics Tracking: Monitor cancellation rates and reasons
  • Follow-up Automation: Trigger rescheduling workflows
  • Reporting: Track cancellation patterns and team performance
  • Customer Service: Proactively reach out to cancelled prospects
  • Resource Management: Free up team member availability

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Response Requirements

Your webhook endpoint should:
  • Return a 2xx status code to acknowledge receipt
  • Respond within 5 seconds to avoid retries
  • Handle duplicate events (idempotency)
  • Log the call UUID and cancellation details for debugging
  • Process cancellation reasons for analytics

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Best Practices

  1. Cancellation Tracking: Use canceler_name to identify who cancelled
  2. Reason Analysis: Monitor cancel_reason for patterns and improvements
  3. Timing Analysis: Use canceled_at to track cancellation timing
  4. Follow-up Strategy: Implement different follow-up based on who cancelled
  5. Availability Management: Update team member availability immediately
  6. Customer Communication: Send appropriate cancellation confirmations
  7. Rescheduling Offers: Automatically offer alternative times when appropriate
  8. Data Preservation: Keep original booking data for analysis

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Cancellation Workflows

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When Invitee Cancels

  • Send cancellation confirmation
  • Offer rescheduling options
  • Update lead status in CRM
  • Notify assigned team member
  • Trigger follow-up sequence

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When Host Cancels

  • Send apology and explanation
  • Offer immediate rescheduling
  • Provide alternative contact options
  • Update internal systems
  • Track cancellation reasons for process improvement