- LAST UPDATE: 8/19/2015
- PRICING TIER: All
- APPOINTMENT VERSION: Single & Multiple
Notifications are the emails that are sent out to your Customers and Staff Members. Email notifications are sent out automatically based on actions taken within your account. These actions include: adding, updating, and cancelling appointments.
Notifications are split into two types:
- Customer Notifications
- Staff Member Notifications
Customer Notifications
To locate the customer notifications:
Customizing Customer Notifications
The Customer Notifications are separated by each appointment-related action. For each e-mail that gets sent to your customers, you can select the link and customize the following information:
NOTE:
Email notifications are text based and should not include HTML code. You can add website links in the body of your emails by entering them as "www.abc.com". These links will only appear as clickable if the user has HTML enabled through their email service provider.-
Status
Set the email as Active (emails are sent) or Inactive (emails are not sent) - From
Any text added to the “From” option will show in the header of the applicable email notification. - Reply-To
When a customer sends a reply to a notification, the email address added to the “Reply-To” section will automatically show in the email reply. - Bcc:
Include an email address to send a Blind Carbon Copy (abbreviated Bcc:) of the notification. -
Subject
This is what will appear in the subject line when the email is received by the customer. -
Salutation Text
Any text entered here will display at the beginning of the email. An example of a salutation would be "Dear" (as in Dear Joe). -
Use customer's name in salutation?
If you set this to "yes", the customer's name will show at the beginning of the email. For example, if the customer's name is Julie, the email will show "Julie" at the beginning of the email. If you have, for example, "Dear" as the Salutation Text and have this field set to "yes", "Dear Julie," would show in the email. -
Paragraph 1
Text entered here will display as the first paragraph of the email. Any line breaks you use will appear as line breaks when the email is received. -
Paragraph 2
Any text entered here will display below the customer's appointment information (appointment date, time, etc.) that is automatically inserted in the email. -
Closing
Examples of closings include "Sincerely", "Thank You", "Regards", etc. -
From
This is typically the name of a person or the company.
The system will automatically add a footer to the email. By default, he footer includes the organization name, address, phone number and web site address (if applicable). If you would prefer to use a different footer, you can add a custom footer with the following email preference:
Staff Member Notifications
The Staff Member Notifications are located on the same page as the Customer Notifications by going to:
Setting up the Staff Member Notifications
Staff Member Notifications are internal email notifications that the system automatically sends to your staff members upon the occurrence of specified actions. The internal emails sent to staff members in your organization are different than the ones sent to customers. These emails are preset, but you can select the fields of data to be included. Like the Customers Notifications, the Staff Member Notifications are separately defined according to appointment-related actions. For example, if you would like your staff members to receive an email notification when an appointment is scheduled, you would click on the Appointment Notification Email link to customize it.
Once you have accessed one of the specific Staff Member Notification pages, you must first set the notification to Active or Inactive. The Active setting will allow the system to send the specified type of notification to your staff members. Two additional staff member email decisions must be made:
1. Which staff members will receive each type of email – either the staff member assigned to the specific appointment, a designated staff member (such as a scheduling coordinator), or both.
2. Which pieces of information the Staff Member Notification will include – your options include both appointment and customer specific information. For example, if you choose to notify your staff members when customers schedule appointments with them, you can also decide what information to include in the staff member email. This is done by utilizing the Fields to include in e-mail section. Please note that you can even choose the order that the fields will display in the staff member email by utilizing sort order column to the right side of each field.
Email Preferences
Be sure to review the Email Preferences in the Settings sections. Within this section, you can set default settings to fit your business model. Setting the defaults establishes how your customer emails, staff member emails, and system emails are sent. Pay particular attention to Email Preferences 1-6 which relate to the default settings for notifications sent when appointments are created in Site Administration. These preferences can be found by going to:
Comments
19 comments
Emails have not been working and my company has been getting no shows because the staff, client, and admin are not receiving emails. This is a major function of the software and we have had this issue multiple times. I would like to receive credit towards my account since this has been an issue going on 4 days.
Hi Alex – I’m sorry to hear you were affected by this issue. Fortunately, the email notifications are working properly again. I noticed you also created a support ticket. I will follow up with our billing department to check on the possibility of adding a credit to your account, and update the support ticket once we have more details.
Thanks.
My cancellation notification e mails are not being received. In other words, clients "cancel" but neither I nor the designated staff person receive any e mail telling us so! In the Settings, Preferences, Client View, E-Mails we have answered "yes" to questions 3 and 4 (and in fact Questions 1-8 and 11). In the Settings, Notifications, Staff Member Notifications, I've clicked on the Appointment Cancellation Notification and set it to Active and indicated an e mail should go to the staff person and my address. Neither of us get an e mail. What are we doing wrong?
Hi Dan,
Thanks for letting us know. I’ll send a ticket to our support team on your behalf to make sure we investigate the issue.
Hello, Can you please tell me if the program retains a record of the emails that were sent? If so, can you please tell me where I can find that record?
I have had clients tell me that they have not received an email that they should have received, or that they received duplicates of an email. I would like to look at a record to know where to start in terms of problem solving with my client.
Thanks, Emilie
Hi Emilie,
Thanks for your comment! Although we are not able to show the records for email notifications sent through your account at the moment, it might be possible for our support team to create a report for you. I recommend adding a support ticket through your account to request that type of information.
Thanks,
-Shawn
Our office in Birmingham is not receiving their emails. I have checked every setting and it mirrors the settings from divisions who are receiving the correct notifications. They are not coming through at all, not in Spam folder. Please advise.
Hi Karen,
Thanks for your comment. I’ll add a support ticket to your account to make sure we figure out why your aren’t receiving email notifications. While waiting for a response, you might want to try some of the troubleshooting steps in this article that might resolve the issue.
Thanks,
-Shawn
We have been waiting for months for this email notification problem to be fixed.
Clients book, and we don't receive any emails. Clients cancel, and we don't receive any emails. Clients register, and we don't receive any emails.
We have been paying for a service that we are not receiving, and can see we aren't the only ones with this problem. When we call for the support that we have paid for for years, we never have any resolution. Someone says they will contact us when there's an update. When will this be fixed? The development team has had months to re-write software and fix the problem. Why isn't this a priority? This is a huge part of what Appointment Plus is supposed to be! This is what we pay you guys for!
Scheduling appointments for professional people so they can have a successful practice, and one of the most critical parts hasn't worked for months, and isn't getting fixed. Fix it or give us our money back immediately!
One of our customers is bot receiving reminder emails for appointments she has just scheduled. Her email is correct and I can see her on the calendar.
Hi Michelle,
Here are a couple things that might be causing the issue:
Hi!
the user who set up an appointment are not receiving the email notification just my user receives the notitications.
Hi Claudia,
Thanks for your comment! I'll add a support ticket to your account to make sure you get help with this issue.
-Shawn
HI! Me again,
When we set up a new appointment to our Carrier, we need the show a field that we named : Service.
How Can I do it?
I as user my email notification shows this field but our carrier do not.
Enclosed file.
thank you ;o)
SERVICE (CARRIER NOTIFICATION).xlsx
Hi! Shawn, did you see my request I sent yesterday?
Hi Claudia,
Unfortunately, it is not currently possible to add a custom appointment field to that particular email notification. If this is something your organization would benefit from, I recommend adding a feature request about it here.
Thanks,
-Shawn
Can I remove paragraph 2? or change the spacing?
It looks janky
Hi LeeAnne,
It is not currently possible to edit the spacing of each paragraph in the email notifications. I recommend deleting the existing text from paragraph 2 if you need to remove it from any one of the emails.
Thanks,
-Shawn
Is it possible to send an email notification to everyone who has appointments on a certain day? For example, if we are closed due to an emergency, is there a way to send a blanket notice to customers with scheduled appointments?
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