We need a way to better understand why customers are cancelling after booking with an agent. Having a feature in place that would provide the customer with a selection based on why they are cancelled would allow us to assess this data.

We see emails from customers saying they want cancel, and this moves our Salesforce lead record to "working", however does not disqualify the lead or tell us why the customer cancelled. In these situations, the agent needs to go into the CRM, find the lead and cancel. They are seeing over 1200 leads a weeks with this example.