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Cancellation Form

Create a cancellation form and link it to a workflow

What is this?

With a Contact Form in ArminCX, you build your own cancellation form, embed it on your website, and link it to a workflow. As soon as a customer cancels through this form, your process starts automatically, for example with an instant confirmation of receipt. The clever part: only requests through this specific form trigger the workflow, so the rest of your inbox stays untouched.

⚙️ Step 1: Create the Contact Form as a channel

  1. In the left sidebar, go to Channels.

  2. Click Add Channel in the top right.

  3. Choose Contact Form ("Build embeddable contact forms").

  1. Give the form a name, for example "Cancellation".

  2. Define the fields the customer should fill in: Name, Email, Order number, and a text field.

  3. Save the form. You get an embed code for your website.

⚙️ Step 2: Embed the form on your website

Copy the embed code and add it to the page where your cancellation form lives, for example your cancellation page.

⚙️ Step 3: Create the workflow and filter it onto the form

  1. Open AI & Automation → Workflows and create a new workflow.

  2. Open the Trigger Configuration and pick First Customer Message ("When a new conversation starts") as the trigger.

  3. Click Add Filter at the bottom and set Channel is to your cancellation form. That way the workflow only runs for requests that come in through this exact form.

  4. Add a Message step and write your confirmation of receipt, for example: "We have received your cancellation and will take care of it. You will hear from us shortly."

  5. Optional: With a Send Email action, you also send the same confirmation by email.

  6. Optional: With Update Ticket, you automatically apply a tag, for example "Cancellation". This keeps your cancellations neatly sorted.

⚙️ Step 4: Activate, publish, and test the workflow

  1. Turn the workflow on with the Active toggle at the top.

  2. Click Republish to publish your changes.

  3. Send a test request through your form and check that the confirmation arrives. You can also test the workflow with Run.

Optional: a dedicated view for the form Create a dedicated view for the Contact Form channel. All cancellations then land in one place and nothing slips through the cracks.

📸 [Screenshot: a dedicated view for the Contact Form channel]

When to use this

  • You want customers to cancel through a form on your website and confirm receipt automatically.

  • You want to automate just one specific request type, namely this exact form, and not your entire inbox.

When NOT to use this

  • For general contact requests without a dedicated process. A regular channel in your inbox without a dedicated workflow is enough for that.

  • When the process should apply to all channels. In that case, simply don't set the filter to the form.

Good to know: The filter makes sure only requests through this form start the workflow. All other channels stay untouched.

Good to know: This is a technical guide, not legal advice. Whether and how you need to offer a cancellation form is something to clarify with your legal team.

You're all set and good to go!

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