Carley - Cancellation Recovery

Carley wins back the revenue that walks out the door when a customer cancels.

What Carley does. When an upcoming appointment is cancelled, Carley re-engages the customer with personalized rebooking outreach — recovering the slot instead of letting it go dark.

How Carley talks. Understanding, not pushy — acknowledges the cancellation and makes rebooking easy.

What Carley can do. Detect a cancellation, reach back out, and offer a new time within your available slots, updating ServiceTitan when rebooked.

What Carley can't do. Carley won't override your scheduling rules, won't pressure a customer who's firmly declining, and won't handle the reason behind a complaint-driven cancellation — that's a human conversation.

When Carley hands off. A complaint, a refund request, or a customer who clearly wants a person routes to your team. Escalation path is set per account. For how escalation works and how to reach a person, see Escalation Failure.

Customizable vs. fixed. Set per account: how soon after a cancellation she reaches out, how persistent she is, message wording, and suppression. Fixed: she stays in the cancellation-recovery workflow.