Editing and canceling appointments
Edit appointment details, change the status, cancel, and review the activity log — all from inside the appointment modal.
At a glance
- Everything happens in the appointment modal. Edits, status changes, cancellation, and history are all in one place.
- Schedulers and above can edit any field. Date, time, language, customer, address, and so on — none are locked after creation.
- Status can be changed manually. Canceled, Canceled Late, Declined, Missed, or back to Assigned — schedulers have full control.
- Organization users have limited edit rights. They can cancel and add notes, but not edit other fields.
- Every change is recorded. The Activity log shows who did what and when.
Editing an appointment
To edit an appointment, open it in the appointment modal and click Edit. The modal switches into edit mode with all fields editable.
Who can edit: schedulers, managers, admins, and account owners on the team that owns the appointment. Interpreters cannot edit appointment details. Organization users are limited to canceling and adding notes — see Canceling as an organization user below.
What’s editable: every field on the appointment — start time, duration, language, service type, mode, team, customer, address, LEP client name, notes. There are currently no field-level locks based on appointment status, so even Canceled or Completed appointments can be edited if needed.
When the assigned interpreter is notified. If you change a significant field on an appointment that already has an assigned interpreter, the interpreter is automatically re-notified with the updated details. They don’t need to re-accept — the appointment stays Assigned.
Coming soon: A dedicated “appointment updated” notification that’s sent to all parties on the appointment when significant fields change. This will replace the current implicit re-notification behavior with something more explicit and trackable.
Manually changing the appointment status
In edit mode, the modal footer shows a button with the appointment’s current status. Click it to change the status manually.
The available statuses include:
- Requested — no interpreter has been offered the appointment yet.
- Pending — an offer is out and waiting for a response.
- Assigned — an interpreter is confirmed for the appointment. A scheduler can manually mark an appointment as Assigned without going through an offer flow, which is useful when assignment was coordinated outside Fluent.
- Canceled — the customer or scheduler canceled the appointment.
- Canceled Late — same as Canceled, but flagged as a short-notice cancellation that may incur a fee per the agency’s cancellation policy.
- Declined — the agency is unable to fill the request.
- Missed — the appointment was scheduled with an interpreter but the interpreter didn’t show up.
- Completed — the appointment is done and time has been submitted.
There are no restrictions on which status you can change to which. A canceled appointment can be set back to Assigned. An assigned appointment can be flagged as Declined. The flexibility is intentional — schedulers know their operations better than the system does — but it does mean the wrong click can put an appointment in an unexpected state. The Activity log helps you trace what happened.
A note on side effects. Changing certain statuses has consequences:
- Setting an Assigned appointment to Declined removes the interpreter’s assignment.
- Setting an appointment to Canceled or Canceled Late triggers cancellation notifications to the assigned interpreter and (when applicable) the customer.
Canceling as an organization user
Organization users can’t edit most appointment fields, but they can cancel an appointment they have permission to act on, and they can add notes.
Who can cancel what:
- Requesters can cancel only the appointments they personally created.
- Schedulers, managers, admins, and account owners can cancel any appointment on the teams they belong to.
To cancel, open the appointment and click the Cancel appointment button in the footer.
What happens after you cancel:
- The agency and the assigned interpreter (if there is one) are notified.
- If the cancellation is within the agency’s late-cancellation window, the appointment is automatically marked as Canceled Late based on the agency’s cancellation policy. Otherwise, it’s marked as Canceled.
To edit any other field — date, time, language, address, etc. — organization users need to contact their agency. The agency-side scheduler can make the edit on their behalf.
The Activity log
Every action taken on an appointment is recorded in the Activity log, accessible from the View appointment history link in the bottom left of the appointment modal.
The log shows actions like:
- Appointment created (and by whom)
- Offers sent and to which interpreters
- Interpreter accepted or declined
- Field changes (with the before and after values)
- Status changes
- Cancellation (and by whom)
- Completion
Each entry includes the user who took the action and the timestamp. The log is visible in any state of the modal — you don’t need to be in edit mode to view it.
The Activity log is the source of truth when you need to understand what happened to an appointment — especially useful when an appointment ends up in an unexpected state and you’re trying to retrace the steps.