I've contacted your support about this previously and have since not found a solution. When a potential customer schedules an appt through the frontend, everything appears to work (appt is scheduled, success page shows on frontend, and customer receives an email of an appt pending confirmation). The staff however, do not receive an email about the pending appt request and can only see it when they log into Wordpress.
I thought there might be a setting I needed to double check/enable so staff could get the pending appt request notifications to their email, but the previous support I spoke to said there was no setting and both emails are sent together. If this is true, then my next step would've been to check spam settings to make sure emails sent from Wordpress arrive to staff inboxes.
I'm using Google Workspace and can receive other emails, such as Wordpress core updates, just fine. I am asking for help to troubleshoot if indeed both emails are actually being sent, and if so, how the missing email is being formatted. This way I'd then be able to try to catch it in Google Admin or Gmail's filters.
Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
I did another test and now both the staff and the client receive their intended messages. However, is the staff supposed to receive both (not just their own message)?
In addition to staff being sent a copy of the confirmation email meant for the customer (i.e. not cc or bcc but receiving it as to:customer@mail in staff's inbox), which might've added some difficulty in getting past spam filters, I noticed another problem that shouldn't be there:
For an existing customer who creates an appointment request with a new phone number, the number isn't updated anywhere in Amelia (not under the customer's info nor under the appointment info). Only the old number shows up.
I know we've had some back and forth with delays, but having Amelia working is important to me (and should be to you too).
I can see you only have one employee with the same email address indicated to receive a copy of all notifications sent from Amelia (Settings - Notifications), so this is why your employee is getting both employee and customer emails.
The phone number is added to the appointment only as a contact number for that particular appointment since it doesn't have to be the client's personal number added every time. If you want you can add or change the customers' phone number in the customers profile from the backend or they can do so themselves from the customer panel.
Thanks for showing where the setting for turning on/off the additional copy is found (I believe this was a major contributor to the email delivery inconsistency).
For the phone number issue, updating the customer's phone number manually isn't a question. But in the case where a customer fills out a booking with a new number that ends up being lost, it can create a headache for both the employee and customer.
Example to replicate: a customer's phone number is 408-555-1212 in the system and fills out a booking on the frontend with 650-555-1212.
I saw that the new phone number entered via frontend is showing up for that particular appointment as you said. Sorry for not seeing that sooner.
Now for the setting you shared in your screenshot, I was able to find it, remove my email, and save changes. Unfortunately I am still getting both copies in my work inbox (screenshot included in private reply). I tried toggling a few settings there in Settings > Notifications as well as in Amelia > Notifications but couldn't find one that had the right label or that solved my particular problem.
Is this something you can replicate using a different WordPress instance?
I'm afraid I don't have access to the website any longer can you please whitelist Bosnia & Herzegovina and Serbia so we can have a closer look?
On the screenshot you shared I can see two different email addresses as recipients so can you please tell me does one email address get both notifications still?
Hi,
I've contacted your support about this previously and have since not found a solution. When a potential customer schedules an appt through the frontend, everything appears to work (appt is scheduled, success page shows on frontend, and customer receives an email of an appt pending confirmation). The staff however, do not receive an email about the pending appt request and can only see it when they log into Wordpress.
I thought there might be a setting I needed to double check/enable so staff could get the pending appt request notifications to their email, but the previous support I spoke to said there was no setting and both emails are sent together. If this is true, then my next step would've been to check spam settings to make sure emails sent from Wordpress arrive to staff inboxes.
I'm using Google Workspace and can receive other emails, such as Wordpress core updates, just fine. I am asking for help to troubleshoot if indeed both emails are actually being sent, and if so, how the missing email is being formatted. This way I'd then be able to try to catch it in Google Admin or Gmail's filters.
Thank you.
Hello Justin
Sorry for the late response.
Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
Kind Regards,
Aleksandar Vuković
[email protected]
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Hi again Aleksandar,
I did another test and now both the staff and the client receive their intended messages. However, is the staff supposed to receive both (not just their own message)?
Thanks,
Justin
In addition to staff being sent a copy of the confirmation email meant for the customer (i.e. not cc or bcc but receiving it as to:customer@mail in staff's inbox), which might've added some difficulty in getting past spam filters, I noticed another problem that shouldn't be there:
For an existing customer who creates an appointment request with a new phone number, the number isn't updated anywhere in Amelia (not under the customer's info nor under the appointment info). Only the old number shows up.
I know we've had some back and forth with delays, but having Amelia working is important to me (and should be to you too).
Hi Justn
I can see you only have one employee with the same email address indicated to receive a copy of all notifications sent from Amelia (Settings - Notifications), so this is why your employee is getting both employee and customer emails.
The phone number is added to the appointment only as a contact number for that particular appointment since it doesn't have to be the client's personal number added every time. If you want you can add or change the customers' phone number in the customers profile from the backend or they can do so themselves from the customer panel.
Hi Blazenka,
Thanks for showing where the setting for turning on/off the additional copy is found (I believe this was a major contributor to the email delivery inconsistency).
For the phone number issue, updating the customer's phone number manually isn't a question. But in the case where a customer fills out a booking with a new number that ends up being lost, it can create a headache for both the employee and customer.
Example to replicate: a customer's phone number is 408-555-1212 in the system and fills out a booking on the frontend with 650-555-1212.
Regards,
Justin
Hi Blazenka,
I saw that the new phone number entered via frontend is showing up for that particular appointment as you said. Sorry for not seeing that sooner.
Now for the setting you shared in your screenshot, I was able to find it, remove my email, and save changes. Unfortunately I am still getting both copies in my work inbox (screenshot included in private reply). I tried toggling a few settings there in Settings > Notifications as well as in Amelia > Notifications but couldn't find one that had the right label or that solved my particular problem.
Is this something you can replicate using a different WordPress instance?
With regards,
Justin
Hi Justin
I'm afraid I don't have access to the website any longer can you please whitelist Bosnia & Herzegovina and Serbia so we can have a closer look?
On the screenshot you shared I can see two different email addresses as recipients so can you please tell me does one email address get both notifications still?