Call Cancelled Webhook

Webhook event triggered when a call is cancelled in iClosed.io.

Overview

The Call Cancelled webhook is triggered whenever a previously booked call is cancelled in your iClosed.io account. This event provides complete details about the cancelled call, including cancellation information, who cancelled it, and when the cancellation occurred.

Event Details

Property	Value
Event Type	`callCancelled`
Trigger	When a call is cancelled by either the invitee or the host
Payload	Complete call information with cancellation details

Webhook Payload

The HTTP body is a single JSON object (not an array). It contains detailed information about the cancelled call:

{
  "event_type": {
    "uuid": 2,
    "kind": "Round Robin",
    "slug": "strategy-call",
    "name": "Strategy intro call",
    "duration": 30,
    "durationUnit": "MINUTES",
    "owner": {
      "type": "closer"
    },
    "type": "STRATEGY_EVENT"
  },
  "event": {
    "uuid": 168,
    "closerId": 5,
    "closerName": "Jamie Alvarez ",
    "closerEmail": "jamie.alvarez@example.com",
    "closerTimezone": "Asia/Karachi",
    "assigned_to": {
      "1": "Jamie Alvarez "
    },
    "extended_assigned_to": {
      "1": {
        "name": "Jamie Alvarez ",
        "email": "jamie.alvarez@example.com",
        "primary": true
      }
    },
    "utc_start_time": "2026-04-17T04:00:00.000Z",
    "utc_end_time": "2026-04-17T04:30:00.000Z",
    "start_time": "2026-04-17T04:00:00.000Z",
    "start_time_pretty": "09:00AM - Friday, April 17, 2026",
    "invitee_start_time": "2026-04-17T04:00:00.000Z",
    "invitee_start_time_pretty": "09:00AM - Friday, April 17, 2026",
    "end_time": "2026-04-17T04:30:00.000Z",
    "end_time_pretty": "09:30AM - Friday, April 17, 2026",
    "invitee_end_time": "2026-04-17T04:30:00.000Z",
    "invitee_end_time_pretty": "09:30AM - Friday, April 17, 2026",
    "created_at": "2026-04-09T09:29:17.078Z",
    "location": "+1 415 555 0192",
    "location_type": "phone",
    "eventLink": "https://app.iclosed.io/e/acme/strategy-call",
    "callPreviewId": "call_esiPJQAfxjJw",
    "type": "STRATEGY_CALL",
    "canceled": true,
    "canceler_name": "Jamie Alvarez (workspace admin)",
    "cancel_reason": "Stakeholder could not join; rescheduling internally.",
    "canceled_at": "2026-04-09T09:29:17.078Z",
    "old_start_time": null,
    "setter": {
      "name": "Riley Chen",
      "firstName": "Riley",
      "lastName": "Chen",
      "email": "riley.chen@example.com",
      "setBy": {
        "firstName": "Riley",
        "lastName": "Chen",
        "email": "riley.chen@example.com"
      }
    }
  },
  "contactFields": {
    "contact-short-text": "This is Short Text Field",
    "contact-long-text": "This is the long-text custom field value for the contact.",
    "multiple_select_color": "Red",
    "rating": 3,
    "user": {
      "id": 5,
      "firstName": "Jamie Alvarez",
      "lastName": "Alvarez",
      "email": "jamie.alvarez@example.com"
    },
    "number-1": 128,
    "contact-checkbox": "Option a",
    "date-and-time": "2026-04-08T19:00:00.000Z",
    "contact-radio-button": "Option 1",
    "custom-number": 76,
    "contact-url": "https://iclosed.io",
    "single select ": "red",
    "call_outcome": "NO_SALE",
    "no_sale_reason": "ADMIN_CANCELLED"
  },
  "invitee": {
    "uuid": 239,
    "previewUrl": "https://app.iclosed.io/app/global-data/contacts?preview=contact_We1Ztdhvcii0",
    "referrer_url": "https://app.iclosed.io/e/acme/strategy-call",
    "ip_address": "::1",
    "callPreviewId": "call_esiPJQAfxjJw",
    "first_name": "Morgan",
    "last_name": "Lee",
    "name": "Morgan Lee",
    "email": "morgan.lee@example.com",
    "text_reminder_number": "+1 415 555 0192",
    "timezone": "Asia/Karachi",
    "created_at": "2026-04-09T09:29:17.078Z",
    "is_reschedule": true,
    "reschedule_reason": "Need to move the call after finance review on Tuesday.",
    "reschedule_by": "Jamie Alvarez (workspace admin)",
    "canceled": false,
    "canceler_name": "Jamie Alvarez (workspace admin)",
    "cancel_reason": "Stakeholder could not join; rescheduling internally.",
    "canceled_at": "2026-04-09T09:29:17.039Z"
  },
  "questions_and_answers": [
    {
      "question": "Email Address",
      "answer": "morgan.lee@example.com"
    },
    {
      "question": "Phone Number",
      "answer": "+1 415 555 0192"
    },
    {
      "question": "Full Name",
      "answer": "Morgan Lee"
    },
    {
      "question": "Goals for the next 90 days",
      "answer": "We need to cut demo no-shows by half this quarter."
    },
    {
      "question": "Check box",
      "answer": "1, 3"
    },
    {
      "question": "Internal reference code"
    },
    {
      "question": "Date and Time",
      "answer": "2026-04-10T09:14:00.000Z"
    },
    {
      "question": "Team size (people)"
    },
    {
      "question": "New Multi Select",
      "answer": "b"
    },
    {
      "question": "Disqualify",
      "answer": "No"
    }
  ],
  "questions_and_responses": {
    "1_question": "Email Address",
    "1_response": "morgan.lee@example.com",
    "2_question": "Phone Number",
    "2_response": "+1 415 555 0192",
    "3_question": "Full Name",
    "3_response": "Morgan Lee",
    "4_question": "Goals for the next 90 days",
    "4_response": "We need to cut demo no-shows by half this quarter.",
    "5_question": "Check box",
    "5_response": "1, 3",
    "6_question": "Internal reference code",
    "6_response": 123,
    "7_question": "Date and Time",
    "7_response": "2026-04-10T09:14:00.000Z",
    "8_question": "Team size (people)",
    "8_response": 123,
    "9_question": "New Multi Select",
    "9_response": "b",
    "10_question": "Disqualify",
    "10_response": "No",
    "Email Address": "morgan.lee@example.com",
    "Phone Number": "+1 415 555 0192",
    "Full Name": "Morgan Lee",
    "Goals for the next 90 days": "We need to cut demo no-shows by half this quarter.",
    "Check box": "1, 3",
    "Internal reference code": 123,
    "Date and Time": "2026-04-10T09:14:00.000Z",
    "Team size (people)": 123,
    "New Multi Select": "b",
    "Disqualify": "No"
  },
  "tracking": {
    "first_utm_term": "strategy consultation",
    "first_utm_source": "google",
    "first_utm_medium": "cpc",
    "first_utm_content": "hero_cta_variant_b",
    "first_utm_campaign": "q2_2026_demo_requests",
    "utm_term": "sales scheduling software",
    "utm_source": "linkedin",
    "utm_medium": "paid_social",
    "utm_content": "carousel_ad_3",
    "utm_campaign": "b2b_outbound_apr",
    "utmKey_0": "gclid",
    "utmValue_0": "EAIaIQobChMIexampleValue123",
    "utmKey_1": "li_fat_id",
    "utmValue_1": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "utmKey_2": "referrer_domain",
    "utmValue_2": "newsletter.partner.io",
    "utmKey_3": "landing_path",
    "utmValue_3": "/events/strategy-call",
    "utmKey_4": "experiment_id",
    "utmValue_4": "exp_booking_flow_v2"
  },
  "call_booked_from": null,
  "hookType": "Call cancelled"
}

Key Differences from Call Booked

Field	Description
`canceled`	`true` on `event` when the call is cancelled; `invitee.canceled` may still be `false` while cancellation fields are populated (see payload)
`canceler_name`	Name of the person who cancelled the call
`cancel_reason`	Optional reason provided for the cancellation
`canceled_at`	Timestamp when the cancellation occurred
`hookType`	Set to `"Call cancelled"` to distinguish from booking events

Key Fields Explained

Event Type Information

The event_type object contains configuration details of the original event type:

Field	Description
`uuid`	Unique identifier for the event type
`kind`	Booking strategy (e.g., `"Round Robin"`, `"Direct Assignment"`)
`slug`	URL-friendly event name
`name`	Display name of the event
`duration`	Original call duration
`owner.type`	Type of owner (`closer`, `setter`, etc.)

Event Details

The event object contains information about the cancelled call:

Field	Description
`uuid`	Unique call identifier (same as when booked)
`canceled`	Set to `true` indicating cancellation
`canceler_name`	Who cancelled the call
`cancel_reason`	Reason for cancellation (if provided)
`canceled_at`	When the cancellation occurred
`assigned_to`	Who was originally assigned
`start_time` / `end_time`	Original scheduled times
`type`	Call type (`STRATEGY_CALL`, `DISCOVERY_CALL`, etc.)

Invitee Information

The invitee object contains the invitee record at cancellation time (cancellation may be driven by a host workflow, so flags can look mixed—always read hookType together with event / invitee fields):

Field	Description
`canceled`	May be `true` or `false` depending on who cancelled and how the event was recorded; use with `canceler_name` / `cancel_reason` / `canceled_at`
`canceler_name`	Name of the actor recorded on the cancellation
`cancel_reason`	Reason text when provided
`canceled_at`	When the cancellation was recorded for this payload
`previewUrl`	Link to view the contact in iClosed.io
`name`	Full name of the invitee
`email`	Invitee's email address
`text_reminder_number`	Phone number for SMS reminders

Questions and Responses

Field	Description
`questions_and_answers`	Original booking form responses in array format
`questions_and_responses`	Object format of the same responses

Tracking Information

The tracking object contains the original UTM parameters and attribution data preserved from the original booking.

Cancellation Reasons

Common cancellation reasons include schedule conflicts, no longer interested, technical issues, rescheduling requests, emergencies, weather, and health-related issues.

Use Cases

This webhook is useful for:

CRM Updates – Mark opportunities as cancelled in your CRM
Calendar Management – Remove cancelled events from calendars
Team Notifications – Alert team members about cancellations
Analytics Tracking – Monitor cancellation rates and reasons
Follow-up Automation – Trigger rescheduling workflows
Reporting – Track cancellation patterns and team performance
Customer Service – Proactively reach out to cancelled prospects
Resource Management – Free up team member availability

Response Requirements

Your webhook endpoint should:

Return a 2xx status code to acknowledge receipt
Respond within 5 seconds to avoid retries
Handle duplicate events (idempotency)
Log the call uuid and cancellation details for debugging
Process cancellation reasons for analytics

Best Practices

Cancellation Tracking – Use canceler_name to identify who cancelled
Reason Analysis – Monitor cancel_reason for patterns and improvements
Timing Analysis – Use canceled_at to track cancellation timing
Follow-up Strategy – Implement different follow-up flows based on who cancelled
Availability Management – Update team member availability immediately
Customer Communication – Send appropriate cancellation confirmations
Rescheduling Offers – Automatically offer alternative times when appropriate
Data Preservation – Keep original booking data for analysis

Cancellation Workflows

When Invitee Cancels

Send cancellation confirmation
Offer rescheduling options
Update lead status in CRM
Notify assigned team member
Trigger follow-up sequence

When Host Cancels

Send apology and explanation
Offer immediate rescheduling
Provide alternative contact options
Update internal systems
Track cancellation reasons for process improvement

Call Cancelled Webhook

Overview

Event Details

Webhook Payload

Key Differences from Call Booked

Key Fields Explained

Event Type Information

Event Details

Invitee Information

Questions and Responses

Tracking Information

Cancellation Reasons

Use Cases

Response Requirements

Best Practices

Cancellation Workflows

When Invitee Cancels

When Host Cancels

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