Overview #
Sometimes you need to permanently stop a workflow from continuing for a specific client. Cancelling an enrollment immediately halts all future workflow steps and marks the enrollment as terminated. This guide explains when and how to cancel workflow enrollments.
When to Cancel an Enrollment #
Consider cancelling an enrollment when:
- Event cancelled: The performance or booking has been cancelled
- Client request: The client asks to stop receiving automated emails
- Wrong workflow: The client was enrolled in the wrong workflow
- Duplicate enrollment: The client is already in another similar workflow
- Changed circumstances: The situation no longer requires automated communication
Cancel vs Pause #
Understanding the difference between cancelling and pausing:
| Action | Effect | Reversible? |
|---|---|---|
| Pause | Temporarily stops the workflow | Yes – can resume anytime |
| Cancel | Permanently ends the workflow | No – must create new enrollment |
Use Pause if you might want to continue the workflow later. Use Cancel when you are certain the workflow should not continue.
How to Cancel an Enrollment #
From the Performance Page #
- Navigate to the performance record
- Scroll to the Workflows section
- Find the enrollment you want to cancel
- Click the Cancel button (or three-dot menu and select Cancel)
- Confirm the cancellation when prompted
From the Workflow Management Page #
- Go to Settings → Workflows
- Click on the workflow name
- Navigate to the Enrollments tab
- Find the client enrollment
- Click Cancel and confirm
What Happens When You Cancel #
When an enrollment is cancelled:
- Status changes: The enrollment status becomes Cancelled
- Future steps stop: No more workflow steps will execute
- Scheduled emails cancelled: Any pending scheduled emails are removed
- History preserved: All previously sent emails remain in the record
- Cannot be undone: The enrollment cannot be resumed or restarted
After Cancellation #
Re-enrolling the Client #
If you need to restart communication with a client after cancellation:
- Open the performance or client record
- Navigate to the Workflows section
- Click Enroll in Workflow
- Select the same or different workflow
- A new enrollment will be created from the beginning
Note: The new enrollment starts fresh from step 1. There is no way to resume from where the cancelled enrollment left off.
Avoiding Duplicate Communication #
When re-enrolling, be aware that:
- The client may receive emails they already received
- Consider using a different workflow or modifying timing
- Check what emails were already sent in the cancelled enrollment
Viewing Cancelled Enrollments #
To see cancelled enrollments:
- Go to the workflow or performance page
- Look for enrollments with Cancelled status
- Click on the enrollment to see its history
The enrollment record shows:
- When the enrollment was created
- Which steps were completed before cancellation
- When the enrollment was cancelled
- Who cancelled it (if tracked)
Bulk Cancellation #
To cancel multiple enrollments at once:
- Go to Settings → Workflows
- Select the workflow
- Go to the Enrollments tab
- Select multiple enrollments using checkboxes
- Click Bulk Actions → Cancel Selected
- Confirm the bulk cancellation
Best Practices #
Document the Reason #
When cancelling, note why in the client or performance notes. This helps team members understand why automated communication stopped.
Check Before Cancelling #
Before cancelling, verify:
- Is this the right enrollment?
- Would pausing be more appropriate?
- Has the client already received important information?
Communicate with Your Team #
If multiple team members manage workflows, inform them when you cancel enrollments to avoid confusion.
Consider Alternative Actions #
Instead of cancelling, you might:
- Pause the enrollment temporarily
- Skip the current step and continue
- Wait for the workflow to complete naturally
Troubleshooting #
Cannot Find Cancel Button #
- Check your user permissions
- Verify the enrollment is not already cancelled or completed
- Try accessing from a different page (workflow vs performance)
Emails Still Sending After Cancel #
- There may be a brief delay before cancellation takes effect
- Check if the client is enrolled in multiple workflows
- Verify you cancelled the correct enrollment
