We're Moving to a New Support Platform – Starting June 1st!
We’re excited to let you know that starting June 1st, we’ll be transitioning to a new support system that will be available directly on our product websites – Amelia, wpDataTables, and Report Builder. In fact, the new support platform is already live for Amelia and wpDataTables, and we encourage you to reach out to us there.
You'll always be able to reach us through a widget in the bottom right corner of each website, where you can ask questions, report issues, or simply get assistance.
While we still do not offer live support, a new advanced, AI-powered assistant, trained on our documentation, use cases, and real conversations with our team, is there to help with basic to intermediate questions in no time.
We're doing our best to make this transition smooth and hassle-free. After June 1st, this current support website will redirect you to the new "Contact Us" pages on our product sites.
Thanks for your continued support and trust – we’re excited to bring you an even better support experience!
Hello,
Previously, if a customer used to buy a package with a certain employee, they could only schedule appointments with that employee
Recently, when customers are buying packages with a certain employee, they can also schedule sessions with other employees who offer the same service. They also cannot tell which employee they are scheduling with until they book and receive an email.
How can we return to the previous situation? We want our customers to purchase a full package and book it completely with their preferred employee (show only available times were the employee is available)
Thanks,
Elias
Hi, Elias,
Thank you for choosing Amelia.
By default, appointments from a package should be assigned to the same Employee, and only if this Employee isn't available, they are getting assigned to the other ones.
If you want this logic to be changed, you can leave a feature request here, or check if this request was already submitted and vote for it.
Please let us know if you have any other questions.
Best Regards.
Hi Liza,
Frankly, this is very frustrating...
At the moment, the customer has no idea which employee they are booking the service with. This means that we have to manually fix every appointment that ends up with the wrong employee.
I am surprised that this simple feature is not possible in Amelia:
--- Either show the customer which employee they are booking with as they are booking
--- Or only show the times when their preferred employee is available
A couple of months ago, Amelia operated according to the second option. Was this changed with an update? Can we go back to the previous settings?
Thanks,
Elias
Elias,
Let me consult with our developers regarding that. Previously, we were receiving lots of requests to change the logic, so it could be that our Developers disabled assigning all the Appointments to the same Employee by default.
I will get back to you soon.
Hi Liza,
Thanks for the response.
Different people have different business models. For us, and many others, the instructor-student relationship is absolutely crucial. Customers have their preferred English teacher, or yoga instructor, or fitness trainer, or psychologist, or physiotherapist, or... They don't want to book and find out that suddenly it's a different person. How is it reasonable to force this option?
At the moment, our staff spend a lot of their precious time simply responding to customer emails and re-scheduling appointments with the proper instructors. They also have to change the time of the sessions which means that the customers are having a bad experience.
When do you expect to hear back from the Developers? Will you give us the option to change to the old system? We recently invested in a new ad campaign, Please, we appreciate a fast response.
Many thanks to you and the team.,
Elias
Elias,
Sorry for the delay.
I will get back to you at the beginning of the next week.
Also, if you want, I can send you any of the previous Amelia versions straight away, probably, it can be the fastest temporary solution at the moment.
Best Regards.
Hi Liza,
It would be useful for us to use an earlier Amelia version temporarily, as long as it guarantees that purchased packages are fully scheduled with the preferred instructor. Would this also work retroactively for customers who have already purchased packages?
I also look forward to a response regarding a more permanent solution. The best solution for everyone is if customers can actually choose their instructors for individual sessions in a package. This should be straightforward to program for your highly talented team and solves a lot of headaches :)
Thanks,
Elias