Carley - Cancellation Recovery
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Carley follows up with customers who cancelled an appointment, to see if they'd like a new time or don't need you anymore. She works the way a good CSR works through the cancellations report, using only what your ServiceTitan account tells her.
So when Carley does something you didn't expect, the answer is almost always in your ServiceTitan records: the appointment's status, its date, or the cancel reason your team picked. This article explains each rule she follows and why it's there. You can change most of them yourself by asking Jenny.
What Carley does
Finds customers whose most recent appointment was cancelled and who haven't rebooked.
Texts them to see if they still need help, and books a new appointment if they do.
Hands everything else to your team: complaints, refunds, and anything she can't book.
Carley never edits the cancelled appointment. She books a new one.
Where Carley gets her information
Appointments: each customer's most recent appointment, whether it was cancelled, when it was for, and the cancel reason.
Upcoming appointments: whether they've already rebooked.
Memberships, on accounts that leave members out.
Customer records: phone numbers, residential or commercial, do-not-contact and do-not-service status, and tags.
Why this matters: Carley relies on your cancel reasons. If your team picks "went with a competitor" when the customer really just needed a different day, she won't follow up. Accurate cancel reasons make Carley more useful.
Which cancellations Carley follows up on
On most accounts:
The customer's most recent appointment was cancelled.
It was for a date in the last 30 days. Some accounts only follow up once the cancelled appointment's date has passed.
Nothing new is booked. A customer who already rebooked isn't texted.
The cancel reason fits. Accounts either follow up only on certain reasons, such as "scheduling conflict," or skip certain reasons, such as "went with a competitor" or "duplicate job."
Some accounts also leave out active members, commercial customers, or certain trades or job types.
Example: a customer cancels their October 6th AC repair with the reason "scheduling conflict," and nothing else is on the books. Carley texts them the next morning to offer a new time.
When Carley texts
Most Carley campaigns work their list on weekday mornings, usually at 9:30 a.m. your shop's local time.
Some accounts text a set time after the cancellation instead, such as 30 minutes, 4 hours or a day later.
If the customer doesn't reply
On most accounts, Carley sends one short follow-up the next weekday.
She stops as soon as the customer replies, books, or opts out.
Most accounts wait 7 days before Carley texts the same customer again.
On most accounts, once a customer has replied to Carley, she won't start another cancellation conversation with them. Why: a customer who's already told you what they want shouldn't be asked again.
What Carley offers and books
She follows up on the customer's most recent cancelled appointment.
She offers open times from your availability, following your capacity rules and blocked days.
She books a new appointment for the same service. She never edits or reopens the cancelled one.
If they don't need you anymore, she thanks them and closes the conversation.
When Carley hands off to your team
The cancellation was about a complaint, a price, or a bad experience.
They want a refund, or have a billing question.
They want a person, or something she can't book.
Flagged conversations show as needing attention in your Conversations inbox. For how escalation works, see Working Your Conversations Inbox.
How to change how Carley works
In ServiceTitan, your team controls the records Carley reads:
Appointment status and cancel reasons.
Rebooked appointments.
Do-not-contact, do-not-service, and your exclusion tags.
From Carley's page in UpSmith:
Pause and resume her sends.
Change her send time, on the Settings tab under Schedule & limits.
With Ask Jenny, you can change which cancellations Carley follows up on and how. For example:
"Don't follow up when the cancel reason is 'went with competitor'." (skips a reason)
"Text cancellations 4 hours after they happen." (changes the timing)
"Follow up on cancellations from the last 60 days." (changes the window)
"Leave out members." (changes who she covers)
"Ask why they cancelled instead of offering a new time." (changes her goal)
If you'd like help putting a change into words, or Jenny tells you something is outside what she can do, email support@upsmith.com and we'll take care of it.
Common questions
Why did Carley text this customer?
Their most recent appointment was cancelled within your account's window, nothing new is booked, and the cancel reason fits your setup.
Why didn't Carley follow up on a cancellation?
Check the cancel reason, whether they've already rebooked, and whether they replied to Carley before. If none of those explain it, send us the customer's name.
Why did Carley book a new appointment instead of fixing the old one?
By design. The cancelled appointment stays as a record of what happened, and the new booking stands on its own.
How do I stop Carley texting one customer?
Mark them do-not-contact in ServiceTitan or add one of your exclusion tags; that stops every agent.