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Aleksandar Bijelic's avatar
Aleksandar Bijelic
Copper Contributor
Apr 06, 2017

Scheduled appointment email notification

I have assigned one employee from my Staff for one service that we are offering, but when a customer makes an appointment, only customer recives a email notification, but i want employee to also get a notification by email. I have figured out that only "Guest" staff get email notif., but if i set them as Viewer or Administrator, then only customer is getting that notif. Is there i can fix that so everybody get email notifications (employee and customers)?

  • Rob Clive's avatar
    Rob Clive
    Copper Contributor

    I am also having this issue. I was able to change who got the notification by going to business information> send customer replies, but this just changed who got the email notification in the first place.  The ability for the staff member to get an email notification when the appointment is created is pretty important.

     

    thanks!

    Rob

    • Gabriel_Valdez's avatar
      Gabriel_Valdez
      Icon for Microsoft rankMicrosoft

      Hi Rob,

       

      Your staff member should be getting a calendar invite in their personal email when a customer books an appointment.

       

      That invite includes all the booking details, including customer name, email, and any other info or additional request the customer makes.

       

      Could you please let me know what email service is registered for your staff member in the Staff tab?

       

      Thanks!

       

      Gabriel.

      • David Wilson-Roberts's avatar
        David Wilson-Roberts
        Copper Contributor

        Hi Gabriel,

         

        I'm looking at/testing Bookings for myself and several clients and am having this same issue - no email notifications of booking requests submitted online via my booking page, despite the appointment showing up in my Outlook calendar (Outlook for Mac) as well as the Bookings 365 calendar almost immediately.

         

        This seems to be an ongoing issue and, to be completely frank, is a major flaw with the platform - we WOULD NEVER KNOW when an enquiry comes in. 

         

        My Bookings page is: https://outlook.office365.com/owa/calendar/WilsonRobertsDesign@wilson-roberts.co.uk/bookings/YqvQAcUb_0Gi1iMaMnXMeQ2

         

        I'm the Admin (and current only employee in my new business) with david@wilson-roberts.co.uk being the primary account mailbox. I therefore see no reason why I'm not getting a notification?

         

        ...

         

        I'VE JUST SUSSED THE PROBLEM - EMAILS GO STRAIGHT INTO TRASH!?! (see attached)

         

        I had previously checked all Inbox folders and I just checked Trash/Deleted Items, out of sheer doubtful curiosity, and all my test emails are in there - immediately on submitting the form?!

         

        I'm going to do a search on this and come back. Not good though!

         

        ...

         

        Done a comprehensive search on Google, read several forums (Microsoft included) and this isn't a covered issue.

         

        I've tried setting up rules in Outlook to move it from Trash to Inbox, yet the emails cannot be marked as "NOT JUNK" so rules aren't being applied.

         

        Please sort this as a matter of extreme urgency as I will be doing a presentation to a client on Tuesday (9th Jan) and this flaw makes it pretty much useless.

         

        I hope to hear from you, or one of the team, within 24 hours.

         

        Regards

         

        David.

  • Hi Aleksandar,
    Thanks for your question!
    Staff members are not set to get an email notification, they will get an event created automatically in their calendar.

    A workaround for this is to set your staff members as Administrator and make sure the "Notify the business via email when a booking is created or changed" checkbox is ticked in the "Booking page". If you have selected to have different scheduling policies for each service, then you'll have to make sure that checkbox is ticked also in the "Services" tab.

    Please, let me know if this helps.
    Thanks!
    • ppickeri's avatar
      ppickeri
      Copper Contributor

      Gabriel_Valdez 

       

      I am having a slightly different issue.  both the customer and I get an e-mail confirmation for the booking but there is no additional information.  We have gone in and required four different additional pieces of information including a couple of custom pieces.  I have gone in and tested and indeed I cannot complete the booking without all of the required information.  However, when I get the booking, none of that information is there.

      I get the person's name and a time...  No e-mail address, No, callback number, none of the required additional information.

      I've stared at the settings multiple times to figure out what I'm missing and there just aren't that many settings for this feature.  I looked it up on the Microsoft support site and still nothing.

      Not receiving that information creates a lot of extra work,  meaning that I have to go and look everything up...

      E-mail

      Phone 

      Reason for Request  ( if possible or available )

      Work Ticket Number if there is one associated with the booking

       

      Any assistance that you can provide would be greatly appreciated.

       

       

       

      • J_Embry's avatar
        J_Embry
        Copper Contributor

        I found a work around by creating Notification/reminders for the calls.

        Under each Service, you can click edit then select Notifications (on my screen over to the left).

        From there, I add a 3 day out reminder to the staff.  A 1 day out reminder to the staff/client, and a 1 hour reminder to the staff.  In my case, I also added a 15 minute reminder for the staff.

         

        This way, no matter where in the timescale a customer has scheduled a call, there will be a series of notifications that come through to prevent a miss.  3 days seems sufficient to cover most days off, and the 1 hour and 15 minute reminders are great in case some distraction has come up.

         

        Instead of doing this for each service, it saved me time to just update these notification on one service, then duplicate it and update any applicable info, this way the notifications were standard across all service types.

         

        Hope this helps someone.

    • Chantal Bossé's avatar
      Chantal Bossé
      MVP

      Unlike the problem described by previous people, I am receiving email confirmations for the company & employee, but for the client it is not always the case. On a test booking I did with my Hotmail email address, I did receive a confirmation. So did a friend of mine that tested a booking on my page, and he did it with his domain name email. But a booking from my Internet provider email (@videotron.ca) does not generate an email confirmation. I even checked my webmail version to see if I had anything in a spam folder of some sort and there is nothing. I cancelled those bookings from the company Bookings page and no email was sent to the "client" either.

       

      Right now, it means that if I can't be sure the client will receive an email confirmation, I will have to manually send something?

       

      Can we even be sure that email reminders will go through?

       

      Thanks!

       

      • jamil haddadin's avatar
        jamil haddadin
        Copper Contributor

        I confirm that staff receives: 

        1- Email as a notification

        2- Email as a meeting invite (will appear in the calendar as a grayed out item until it get approved)

        I have tested this with hotmail & gmail account and it was working.

         

    • Aleksandar Bijelic's avatar
      Aleksandar Bijelic
      Copper Contributor
      I have already tried that before posting my question, a staff member is only receving a popup notification for a new appointment, but no email notification, so that staff member only knows there is a new appointment if she visits her office 365 profile. If there was an email notifications that staff member could also get notified by email app on a smartphone...

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