The Cancel Task block can be used to cancel tasks that have already been created in the queue, but have not yet been accepted by an agent.
When setting up a Cancel Task block, you can select whether you want to cancel All Tasks that are in the queue for that customer, just tasks of a particular type such as Outbound Call or ASAP Callback or tasks triggered by a specific campaign.
Assigned Tasks Cannot Be Canceled
Once a task has been accepted by an agent, it cannot be canceled by a journey. The journey will only cancel tasks that are still in queue, so you don't have to worry about tasks disappearing from an agent's task list that they are already working on.
Cancel All Tasks
If you select to cancel "All Tasks", that means every task including Inbound Calls, Inbound SMS, etc. will be canceled. This option should be used sparingly. An example use case could be if you have a set of numbers on a block list, and you intentionally want to make sure agents don't handle any of their tasks.
Cancel Select Task Types
Choosing "Task Type" will prompt you to specify what type of task. For example, you may want to cancel duplicate ASAP Callbacks if a customer called in multiple times to ensure they don't get multiple callbacks.
Cancel A Specific Campaign
Select "Campaign" to only cancel tasks that are from a specific campaign. Then select which campaign from the dropdown.
