We've setup notification emails via SMTP as instructed on website, and for the most part it seems to work well.
However, some of our clients are telling us they're not receiving confirmation emails and we were hoping there would be a way to see the logs of the outgoing notification emails -- just to help diagnose where the problem may be occurring.
Is there a way to do this through Amelia? If not, are there any compatible plugins or WP settings we could use to achieve this?
You can check out the notifications log in your database, table wp_amelia_notifications_log (it can have some other prefix rather than wp_ depending on your database). There is a users_ID in this table, and when you click on it you will see which employee/customer is it.
There is an option for sending all notifications to additional email addresses, in Amelia -> Settings -> Notifications settings, so you can provide some email address there and check if all notifications are sent.
If you have any further questions or concerns feel free to ask,
Thanks for that, checked the logs and there is definitely something strange going on...
[Occasionally] Seemingly random customer bookings are being approved on the WP Amelia dashboard backend like normal, but notification emails aren't going out and there are no log entries either.
In fact these are often customers who have multiple bookings on different dates that have been notified via email successfully (we checked the appointment record, they definitely entered their email correctly). Then, seemingly at random, they book an appointment and no notification goes out.
To confirm: all forms of notifications (approved, cancelled, changed, pending, rejected etc.) are active for all appointments.
Do you have any ideas or known bugs around this sort of issue?
No, there aren't any known bugs for this option, and if test notifications work, and if employees get them, and sometimes customers, it is hardly possible that something is not working.
Not all notifications are logged in that table, unfortunately. Could you please check and let me know what are the exact notifications that are not in the log?
Also, could you tell me what Mail service have you chosen in Amelia -> Settings -> Notification settings?
Definitely can confirm it is a random number (very rough estimate ~2-5%) of regular appointment confirmation notifications are not being received by customers. (This is despite those appointments being recognized and approved in the Amelia dashboard as normal).
These notifications are not appearing in the logs, and not in our sent folder of our email client. The other ~95-98% of confirmations are appearing in our logs and email sent folder as expected.
Mail service is SMTP through gmail (we have G-Suite paid email hosting through them). Definitely "works" in the general sense because the vast majority of notifications are going through as intended.
Update I see now that you said the Confirmation notifications - you are referring to Appointment Approved and Appointment Pending, right?
Could you please tell me what are the email notifications (what type form the Notifications list in Amelia) that you can't find there? Like I mentioned not all types of the notifications are logged in the database (in the table I mentioned earlier) so maybe this is the cause of the issue.
Yes definitely appointment approved (we have all appointments set to approve by default, so pending is rarely if every actually used)
There are many other instances of appointment approved notifications in the logs (for successfully notified customers), so I'm sure it's not a notification type issue.
Also to confirm again, it perfectly aligns with situations where those appointment approved messages are not appearing in our sent folder of our email client. So every time it fails to appear in the DB log, it also fails to appear in our sent folder (and vice versa).
Apologies for replying a bit later, we don't work on weekends.
Thank you, yes the approved/pending confirmations are logged, of course. Could you please check your error log? I talked to the developers and they say it can be that Debug mode is turned on in your case, and that there is some error/warning on some occasions for some reason, and that because of that it doesn't get to email notifications sending.
Hi there,
We've setup notification emails via SMTP as instructed on website, and for the most part it seems to work well.
However, some of our clients are telling us they're not receiving confirmation emails and we were hoping there would be a way to see the logs of the outgoing notification emails -- just to help diagnose where the problem may be occurring.
Is there a way to do this through Amelia? If not, are there any compatible plugins or WP settings we could use to achieve this?
Any help greatly appreciated.
Cheers,
Max
Hello Max,
You can check out the notifications log in your database, table wp_amelia_notifications_log (it can have some other prefix rather than wp_ depending on your database). There is a users_ID in this table, and when you click on it you will see which employee/customer is it.
There is an option for sending all notifications to additional email addresses, in Amelia -> Settings -> Notifications settings, so you can provide some email address there and check if all notifications are sent.
If you have any further questions or concerns feel free to ask,
Hi Marija,
Thanks for that, checked the logs and there is definitely something strange going on...
[Occasionally] Seemingly random customer bookings are being approved on the WP Amelia dashboard backend like normal, but notification emails aren't going out and there are no log entries either.
In fact these are often customers who have multiple bookings on different dates that have been notified via email successfully (we checked the appointment record, they definitely entered their email correctly). Then, seemingly at random, they book an appointment and no notification goes out.
To confirm: all forms of notifications (approved, cancelled, changed, pending, rejected etc.) are active for all appointments.
Do you have any ideas or known bugs around this sort of issue?
Thanks,
Max
Hello Max,
You are welcome.
No, there aren't any known bugs for this option, and if test notifications work, and if employees get them, and sometimes customers, it is hardly possible that something is not working.
Not all notifications are logged in that table, unfortunately. Could you please check and let me know what are the exact notifications that are not in the log?
Also, could you tell me what Mail service have you chosen in Amelia -> Settings -> Notification settings?
Definitely can confirm it is a random number (very rough estimate ~2-5%) of regular appointment confirmation notifications are not being received by customers. (This is despite those appointments being recognized and approved in the Amelia dashboard as normal).
These notifications are not appearing in the logs, and not in our sent folder of our email client. The other ~95-98% of confirmations are appearing in our logs and email sent folder as expected.
Mail service is SMTP through gmail (we have G-Suite paid email hosting through them). Definitely "works" in the general sense because the vast majority of notifications are going through as intended.
Hello Max,
Update I see now that you said the Confirmation notifications - you are referring to Appointment Approved and Appointment Pending, right?
Could you please tell me what are the email notifications (what type form the Notifications list in Amelia) that you can't find there? Like I mentioned not all types of the notifications are logged in the database (in the table I mentioned earlier) so maybe this is the cause of the issue.
Hi Marija,
Yes definitely appointment approved (we have all appointments set to approve by default, so pending is rarely if every actually used)
There are many other instances of appointment approved notifications in the logs (for successfully notified customers), so I'm sure it's not a notification type issue.
Also to confirm again, it perfectly aligns with situations where those appointment approved messages are not appearing in our sent folder of our email client. So every time it fails to appear in the DB log, it also fails to appear in our sent folder (and vice versa).
Kind regards,
Max
Hello Max,
Apologies for replying a bit later, we don't work on weekends.
Thank you, yes the approved/pending confirmations are logged, of course. Could you please check your error log? I talked to the developers and they say it can be that Debug mode is turned on in your case, and that there is some error/warning on some occasions for some reason, and that because of that it doesn't get to email notifications sending.