There are several possible reasons for failure of delivery of an email or text message.
The following are some common scenarios and troubleshooting tips.

  • Guests cannot view an email
    The email could have been delivered to the guest's Spam folder instead of the Inbox. Guide the guest to check the Spam folder.

  • Failed to deliver notification
    Navigate to the guest’s profile and click the Notifications tab to review the status of sent notifications. A notification can have a Sent, Pending or Failed status.

    Based on the status, do the following:

    - If the status is Sent, the message has been delivered successfully.

    - If the status is Pending, then Zenoti is awaiting confirmation that the email was     delivered. Check the status after a few minutes.

    - If the status is Failed, do the following:

       - Verify the organization level settings:
             - Navigate to Admin > Organization > Settings and ensure that the Activate              email and Activate text message options are selected.
             - Navigate to Admin > Organization > Email/Texts and ensure that the                        template is turned On in the Email/Texts tab.

        - Verify that there are enough email and SMS credits in the center to send                 notifications. Contact Zenoti Support to add credits.

        - Check for the following in the guest’s profile:
              - Verify if the guest profile has a valid phone numer/email address.
              - Verify if the guest has opted to receive notifications.
                Ensure that the Receive Transaction Emails and Receive Transaction Text               Messages (SMS) checkboxes are selected.

  • Check if the following checkbox is selected in the employee profile of the provider providing the service.
    Checkbox: Send confirmation email/text to guests for appointments scheduled for this employee [from Employee > Employee > Employee Name > General tab (last option)].

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