Prompt guests to select a cancellation reason when cancelling a meeting
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Lisa Trejo
When a guest cancels a meeting booked through a Chili Piper link, there's no mechanism to capture why. The cancellation registers with no context, leaving reps and ops teams unable to distinguish disinterest from a scheduling conflict from a lead that was never serious.
Let admins configure a cancellation reason prompt shown to the guest when they cancel via a Chili Piper link, and let the admin decide whether providing a reason is optional or required. Reason options should be customizable, and the selected reason should be logged against the meeting record and synced to the CRM where applicable.
Cancellation reason data is high-signal for pipeline health, SDR quality, and marketing feedback loops. Without it, teams managing high cancellation volumes have no systematic way to triage or respond, and leads that cancel without a reason fall through the cracks. Some customers have asked specifically for the ability to require a reason, so this shouldn't be left to the guest to skip by default.
Taylor Jennings
Merged in a post:
Require reason for rescheduled or cancelled meetings
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Brittnie Cole
It is a pain point for users in understanding why a customer may have rescheduled or cancelled an appointment. This would prevent the users from having to reach out to each customer individually to see why they rescheduled or cancelled the meeting. This would allow for less steps in the business process, providing easy access to reasoning without manual intervention from users.
C
Christine Kelly
Would also love this on the rep side - we have a challenge where people are talking to prospects before the meeting and qualifying them so they cancel the meeting - they then go back into round robin as a "cancelled" meeting but it was only cancelled because they qualified them - they shouldn't get a new meeting because of that. So we had reasons for cancelling then we could also have weight in RR around that.