Cancel an appointment for a customer Dispatchers and agents can cancel appointments for customers. Before you beginRole required: wm_dispatch, sn_customerservice_agent, sn_customerservice.consumer_agent About this taskA dispatcher or an agent can cancel an appointment for a customer from a work order. Procedure Open the work order form. Click Cancel Appointment. Note: If necessary, configure the work order form and add the Cancel Appointment button. The appointment is cancelled and an appointment cancelled email is sent to the customer.