Hello Traci,

Thank you for reaching out to us.

This particular notification is designed not to be sent to employees. Employees can only receive notifications about bookings. So if you purchase a package and you book an appointment employee will be notified about that appointment. But if no appointment has been made no notifications will be sent. This is how Amelia is designed.

If you have any more questions please open a new separate ticket for each question and we will gladly help you there.

We wish you all the best.

Have a nice day. 

Hello Traci,

My apologies I forwarded your ticket to my colleagues and I just got the feedback from my colleagues and they have told us that these notifications were resolved recently and it should send now. 

They would need to check this issue on your end.

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.

Looking forward to your reply. 

Hello Traci,

I will check this with my colleagues once again and as soon as I get feedback from them I will contact you again on this ticket. 

Hello Traci,

We just got the feedback from our colleagues and they have told us that everything is fine and there are no bugs with those notifications. But we will check this out now and we will contact you soon.

Hello Traci,

We can log in to your site but I have forwarded your ticket to our level 2 agents. As soon as I get some feedback from them I will contact you on this ticket. 

Hello Traci,

Thank you for additional information, this will be useful to my collagues. I will forward this to them right away. 

Hey Traci

Sorry for the delay. This ticket somehow got lost and unresponded to.

Can you please tell me if this issue is still occurring? And if it is - do I have your permission to install the WP phpMyAdmin plugin and check our database?

If that plugin doesn't work - would you be able to provide me with the database URL and credentials? Just remember to post a private response.

That can also be the reason, Traci, you're correct.

The reason why it's not sending anything when booked from the back end (or when no appointments are made) is that Amelia doesn't know who it should notify (which employee). In this case, there's only one employee, but still - there are no appointments booked, so there's still no employee assigned to the package.

Here are a couple of tests on my end:

The 1st one was booked without selecting an appointment - no employee assigned - no email to be sent.

The 2nd one was booked with 1 appointment selected - employee assigned - email sent.

Our developers created a task to automatically assign an employee to a package if there's only one employee assigned to the package, or if there's only one employee created in Amelia, but at the moment, that's not a priority so I can't say when it will be included.

Hi again Traci.

As mentioned in my previous response, Amelia doesn't know who it should notify since without booking appointments when purchasing the package, no employee is assigned to the package.

The employees are assigned to appointments within a package, not the package itself. This is why there was a notification for Dan Mace (he booked appointments when he purchased the package), and there are no notifications for other customers who haven't booked appointments when the package was purchased.

You can add the admin's email address to Settings/Notifications Settings, in this field:

But please note that in this case, the admin would receive all notifications that are sent to the employees and the customers. This means that the admin would receive the customer's "Package Purchased" email, but since the "Package Purchased" - employee template - wouldn't be sent, the admin wouldn't receive that either. So it only works for sending all email notifications that have been sent, to the admin.

Thank you for your feedback, Traci.

As mentioned before, our developers created a task to automatically assign an employee to a package if there's only one employee assigned to the package, or if there's only one employee created in Amelia so I don't believe renaming the notification will be necessary once this is implemented.

Of course, a package with multiple employees would still be in question here since Amelia wouldn't know who to inform that the package has been booked but I will forward your feedback to our developers, so they can do something about it.

Hi again Traci.

I forwarded your suggestion to inform the admin, at least, when a package is booked without an employee/appointment assigned, and I hope they will work something out soon.

I'll get back to you when I hear from them, and I hope they'll have an ETA on this.

Hi again Traci.

I got feedback from the team, and they said that they are currently working on assigning the package to the employee automatically if there's only one employee created in Amelia. That should be released within about a month or two.

As for sending an email to the admin, we'll probably work on adding an option for this, but it depends on the number of admins of the site. They'll work on this idea after the automatic assignment is complete.