Troubleshooting tips for notifications
No confirmation message appears when selecting a therapist type
At the time of booking an appointment via the context menu, when you select a therapist type (i.e., Any, Female, Male, Specific), you're prompted with a message to confirm your selection. This happens only when you have Enable confirmation for therapist request type enabled at the organization level.
If you have this setting enabled but don’t see the confirmation message, check whether the Override booking restrictions setting is enabled at the center level.
Guests didn't receive appointment reminder notifications
An appointment reminder notification is triggered based on the time defined in your organization's setting.
For example, suppose your organization has been set to trigger an appointment reminder notification for appointments booked 1000 minutes before the appointment time. In that case, appointments booked within 1000 minutes of the appointment time will not trigger a reminder notification.
Failed email or text message delivery to guests
Automated messages (email or text/SMS) may fail to deliver due to several reasons.
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.
- 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, continue to check the following troubleshooting steps.
Verify the organization-level settings
Click the Configurations icon.
Search for and select Email / Text from the Notifications section.
Ensure that the Activate email and Activate text message options are selected.
Ensure that the required template is turned On in the Email/Texts tab.
Insufficient credits for the center
Verify that there are enough email and SMS credits in the center to send notifications. To purchase email/text credits, go to buy and manage SMS and email credits.
Verify details in the guest's profile
Check whether the guest profile has a valid phone number/email address.
Verify that the guest has opted to receive notifications.
Under the General tab, ensure that the Receive Transaction Emails and Receive Transaction Text Messages (SMS) checkboxes are selected.
If TCPA is enabled for your organization, you must get consent from the guest before selecting these checkboxes in the guest profile.
Check whether the Send confirmation email/text to guests for appointments scheduled for this employee setting is enabled in the employee profile of the provider.
At the center level, click the Employee icon.
Navigate to Employees > Employees.
Select the desired employee profile.
Under General, select the Send confirmation email/text to guests for appointments scheduled for this employee checkbox.
Click Save.
The guest's email is inactive
The guest's email address is currently in a "bounce state," indicating that messages sent to this address are undeliverable due to its inactive status. Contact the administrator or business owner for the required permission to activate the guest email.
At the organization level, click the Configurations icon.
Navigate to Security > Security Roles.
Search for and select the Manager role.
On the Permissions tab, expand Guest Manager and select the Guests option.
Enable To Allow Email Activate option and click Save.
DLT Registration incomplete
The Telecom Regulatory Authority of India (TRAI) has mandated that effective 1st April 2021, any business communication that goes to customers is DLT registered. The communication can be a campaign, a transactional message, a promotional message, or even an OTP. This is to avoid spam and fraudulent messages from unknown sources. For more information, refer to DLT Registration and KYC for your business.
Email or text message delivery to service providers failed
Automated messages such as email or text for service providers do not get delivered under certain circumstances. Explore common scenarios where these notifications may fail to deliver or bounce, accompanied by troubleshooting tips.
Insufficient email and SMS credits
Verify whether you have sufficient email and text message (SMS) credits available for the center to send notifications. You can view your available credits in the right panel at the organization or center level.
To purchase email/text credits, refer to SMS and email credits.
Verify details in the employee profile
At the center level, navigate to Employee and access the employee profile.
On the General tab check for the following details.
Check whether the service provider has a valid phone number/email address.
Ensure that Receive Transactional Emails and Receive Transactional Text Messages (SMS) checkboxes are selected.
Enable the Send confirmation email/text to guests for appointments scheduled for this employee option.
Click Save.
Employee's email address is inactive
Emails may bounce because employee emails are not activated. On the employee profile, navigate to the General tab and click Activate next to the employee email field.
Required role permission
At the organization level, click the Configurations icon.
Navigate to Security > Security role and select the Owner role.
You can select a different role based on your business requirements.
On the Permissions tab, expand the Guest Manager permissions.
Enable the To Allow Email Activate option and click Save.
Points to consider
Zenoti has no control over email delivery, which may be temporarily disrupted due to various reasons such as:
The email recipient's inbox is full.
The email message is too large.
The email server is unavailable.