Hi, Billy!

I apologize for the delayed response, we don't work on weekends.

As far as I understand, neither you nor your customer could receive a notification that the appointment was approved? Did it happen only to one particular customer (i.e. the rest of the notifications were sent out)? 

By adding to your calendar you mean a back-end calendar or Google calendar?

Looking forward to hearing from you.

Hi, Billy!

Could you please test it again now with exactly the same circumstances (same Employee, same Service) and tell us about the outcome. Please don't forget to check your Spam folder if you don't receive a notification.

Also, please provide us a temporary WP admin and details of the appointment that caused the issue (name of the service, date and time). You can post the credentials as a reply to this ticket, just make sure you enable the private reply option.

We didn't have any complaints recently and, basically, notifications/google integration either work or don't work. They can't work selectively. So, we have to take a look from the inside to see what's going on.

Best Regards. 

Hi, Billy!

I apologize for the delayed response.

Thank you for the detailed explanation and credentials.

I forwarded your case to our developers.

Hope they will find a solution soon.

Best Regards. 

Hi, Billy!

Our developer looked into your case and couldn't find any bug there.

Probably the Customer that didn't receive the notifications didn't wait for the Congratulations page to show up. The notifications are triggered by the "Successful booking" message.

Hope this information will help.

If you have any further questions, please let us know.

Best Regards.

Hello Billy.

Thank you for reaching out to us and sorry for the late response.

This usually happens when there's a timeout on your server, but it shouldn't be as often as you describe.

Since you updated the plugin, has this happened again? If it did - how often? Could you create a new JWT application in Zoom, and connect it again through Amelia?

Alright, Billy, please let me know how it goes.

OK, Billy, thank you for responding.

I'll ask you for 2 things in order to proceed:

1. Can you please record your screen and show us the issue? I can then forward it to our QA team, so they can try replicating it. It's a lot easier than going through the ticket from the start since we cannot replicate this behavior on our end.

2. Would you be able to provide us with a staging site, along with WP-admin (Administrator) user, FTP, and the database, so our developers can debug the plugin, and see what's going on? We wouldn't have any use of the site duplicate since that would be hosted on our server and we wouldn't be able to replicate the issue with your duplicated site either. This is why we need the staging site, so we can perform tests in your environment and see if there's anything we can do.

If you're OK with this, please make sure to post your credentials in a PRIVATE response, so no one else can see these credentials.

OK, Billy, thanks for your feedback.

I reminded our developers that this needs to be looked at and I'll get back to you as soon as I hear from them.

Hopefully, they will be able to fix this soon.

Hi again Billy.

After our developers checked the site, they found that the Test Notifications could not be sent, so this could be the reason why the emails aren't coming through.

The error says that some authentication detail is not correct. Check your email and password (if you're using Gmail or Microsoft services (Outlook, Live, Office365, Hotmail) it should be the app password, not your account password, check these articles: Google App Password or Microsoft SMTP). 

If the problem persists send us the error log from the FTP, since these errors could be related to server timeout. 

You can also add the following cron event and it should send all emails that were supposed to be sent. 

*/15 * * * * https://example.com/wp-admin/admin-ajax.php?action=wpamelia_api&call=/notifications/undelivered/send

*Please note that this will send all notifications that were not sent retroactively, thus it could lead to a large number of emails sent if this issue has been ongoing for an extended period of time.

Thank you for letting me know, Billy.

I'll have our developers revisit this ticket and check out the Zoom issues now.

As soon as I hear from them, I'll get back to you.

Thank you for your feedback, Billy.

Please let me know in a couple of days if everything is working fine now, or should I engage our developers again.

Thank you for the feedback, Billy, I forwarded it to our developers.

Please leave all credentials active and don't modify these appointments (you can send Parmveer the link manually via email), so we can check it out.

I'll get back to you as soon as I hear from them.

Hi again Billy.

Our developers took a look at this, and they said that the integration with Mollie may be causing this because it doesn't always trigger the notifications and Google/Outlook/Zoom events.

They advised you to add the following cron event and it should send all emails that were supposed to be sent. 

*/15 * * * * https://example.com/wp-admin/admin-ajax.php?action=wpamelia_api&call=/notifications/undelivered/send

*Please note that this will send all notifications that were not sent retroactively, thus it could lead to a large number of emails sent if this issue has been ongoing for an extended period of time.