Cancel an appointment with Conversational Appointment Booking

---
title: Cancel an appointment with Conversational Appointment Booking
description: As a customer or consumer, cancel an appointment from the Virtual Agent chat window on the service portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/conv-ab-cancel.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Conversational Appointment Booking, Customer communication, Use, Customer Service Management]
---

# Cancel an appointment with Conversational Appointment Booking

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 \(\[Omitted image "chat\_icon.png"\] Alt text: Chat icon.\).

3.  In the chat window, enter `cancel appointment`.

    The Virtual Agent shows the available appointments.

    \[Omitted image "conv-ab-cancel.png"\] Alt text: Virtual Agent chat window with appointment cancellation details.

4.  Confirm the cancellation.


## Result

The appointment is canceled.

**Related topics**  


[Schedule an appointment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/conv-ab-schedule.md)

[Reschedule an appointment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/conv-ab-reschedule.md)