In this system there’s never more than one pending task per contact at a time — that’s why, when creating a task template, you have to decide what happens to the pending task when it’s time to create a new one. Marking a task as “Never cancels” has a direct consequence worth knowing before turning it on: it completely blocks that contact’s queue.
1. Where it’s configured
Go to the task template → Advanced options section (collapsed by default) → Queue management → ”When does the task cancel?”
The 3 available options:
Never cancels
Cancels when another task is created
Cancels only if a higher-priority task is created
2. What “Never cancels” really means
While a task marked this way remains pending, no new task can be created for that contact — not manually, not by a workflow, not by another template. The system treats it as a “control task”: the highest possible priority, no exceptions.
On the contact’s card, that task shows the ”Not cancelable” label. Hovering over it, the product itself explains it this way:
“No new tasks are generated until the current one is completed. This includes WhatsApp, emails, and calls.”
In other words, it doesn’t just block other manual tasks — it also blocks workflows or other templates from triggering an automatic WhatsApp, email, or call to that contact while the control task remains uncompleted.
3. Why this can be surprising
When setting up the template, the app shows no special warning when choosing “Never cancels” — unlike other changes (like the assigned team or transferability), which do show a visible warning. This makes it easy to turn it on thinking only “I don’t want it to disappear on its own” without realizing it’s also stopping the rest of the automatic communication with that contact until someone completes it.
4. Special case: incoming calls
Tasks of type incoming call always have “Never cancels” fixed, with no way to change it — the option doesn’t even appear as a radio button, just text indicating it’s disabled for this task type. It makes sense: a pending incoming call shouldn’t disappear on its own just because another task arrives.
Conclusion
“Never cancels” isn’t just “a reminder that doesn’t delete itself” — it’s a switch that freezes all automatic activity for that contact (tasks, WhatsApp, email, calls) until someone completes it by hand. That’s why it’s meant for genuinely priority tasks (”control tasks”), not as a default setting for regular reminders.
Relevant scenarios
If a team turns on “Never cancels” on a low-priority reminder template thinking it will “not get lost,” the actual effect can be the opposite: while nobody completes that task, no workflow will be able to send that contact a follow-up WhatsApp or generate a new task for them — that lead’s pipeline stalls without it being obvious at a glance. For reminders that should persist but without blocking the rest of the communication, the default option (”cancels only if a higher-priority one is created”) tends to be safer.
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