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19 comments

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    Alex Vinson -Admin

    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.

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    Shawn Reiterman

    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.

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    Dan

    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?

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    Shawn Reiterman

    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. 

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    Emilie M

    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

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    Shawn Reiterman

    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

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    Karen

    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. 

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    Shawn Reiterman

    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

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    Tye

    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!

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    Michelle

    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. 

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    Shawn Reiterman

    Hi Michelle,

    Here are a couple things that might be causing the issue: 

    1. The email address in the customer profile is incorrect. - I recommend checking the email address field in the customer profile to make sure it is correct and does not include extra spaces at the end of the address. 
    2. Notifications are being sent to a spam folder. - The customer might have a spam filter enabled that automatically sends the email notifications to a spam or junk folder in their email client. 
    3. The customer clicked Unsubscribe on a previous email notification. - If this is the case, the system might have automatically disabled email notifications for the address. If you think this might be the issue, I recommend adding a support ticket and letting us know the applicable email address so we can verify. 

     

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    Claudia

    Hi!

    the user who set up an appointment are not receiving the email notification just  my user receives the notitications.

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    Shawn Reiterman

    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

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    Claudia

    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
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    Claudia

    Hi! Shawn, did you see my request I sent yesterday?

     

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    Shawn Reiterman

    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

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    LeeAnne

    Can I remove paragraph 2? or change the spacing?

    It looks janky

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    Shawn Reiterman

    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

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    Betsy

    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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