Hello Marc,

I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

Please check if the links to the customer/employee panels are set in the Roles settings. 

Looking forward to hearing from you.

Hi Marc,

1. For the Customer issue,

can you please confirm which Notification Template is in question,

is it the 'Customer Panel Access' Notification?

Or did you perhaps add the placeholder "%customer_panel_url% as part of an "Appointment Approved" notification template,

so when a Customer books they try to follow that link from the "Appointment Approved" Notification?

2. For the Employees, it will be best if we conduct a test by adding our own Employee on your Site,

with your permission?

Can you also confirm for them, does it happen when they get the 'Employee Panel Access' Template,

or when they go for "forgot password" on the Employee Panel?

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.

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After we do a test with our Customer and Employee,

we will remove anything we added right away.

Thank you.

Hi Marc,

thank you for these updates, i think we have a better idea what might be happening on your site.

1. In regards to the automatic WordPress Emails,

if i understand, you do not wish your Customers to have back-end WP access,

so you just want them to be an Amelia Customer and have front-end Customer Panel,

without back-end?

If that is the case, please check if you had this option enabled,

in Amelia settings/Role Settings/Customer/Automatically create Amelia Customer user

If you enable this option every time a new customer schedules the appointment,

he will get Amelia Customer user role and it will  create a WordPress User for them,

then your WordPress sends an automatic 'welcome Email' with login details.

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So just disable that option, and then your Amelia Customers won't get that "Automatic WP user Creation" anymore.

Let me know if that helps for that specific issue.

You can read more details on how Amelia logic works for Customers here.

2. For the issue with the Customer Panel Login not properly working;

We can test this on your Site,

if we have your permission we can add our own Customer, 

and we can see what might be wrong?

I tried to log in with our previous Admin credentials, but seems the password has changed.

Can you please double-check and send me working Admin credentials?

Of course, make sure that it is sent in a PRIVATE message for safety.

Thank you.

Hi Mark,

Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

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1. It is not required to create a WordPress User in order to give access to Customer Panel to your Customers.

The Customer Panel is designed just for front-end access,

while adding a WP user can add back-end Amelia access to your WP users.

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If you do not wish them to have back-end access, simply disable this option,

in Amelia settings/Role settings/Customer/Automatically create Amelia Customer user.

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As the description of the tooltip in the option says :

If you enable this option every time a new customer schedules the appointment
he will get Amelia Customer user role and automatic email with login details.

In other words, when that is enabled,

each time a new Customer books anything, they get one notification from Amelia of the successful booking,

but also your WordPress sends them the automatic "Welcome Email" for new WP user.

That one is not sent by Amelia, but by your WordPress for any new user registration.

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If you disable that option, then the Customer does not get a WP user for back-end,

but they can just have access to the Customer Panel on Front-End.

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You can read more details how the Customer logic is made in Amelia here.

And here about User Roles in Amelia.

2. Now, the issue why the Customer Panel Access is not working.

There could be several configuration errors possible to make while creating access to Customer Panel on your site.

First i will advise you in general how this works, and later if you still can't fix it,

we can add our Customer and test on your Site.

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Regarding setting up the front-end Customer Panel, 

please check this page with detailed instructions on how to enable the Panel; 

set the page with a shortcode; 

and how to implement the URL Access to the Customer Panel in the notifications for customers.

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To add a placeholder to the notifications in which you want to send the Customer Panel URL, 

you can find it in the </> Show Email Placeholders on the email notifications page or you can just paste %customer_panel_url% placeholder.

- Here is an example screenshot:

I have set an automatic notification each time a customer books, and if it is Approved, they will get this %customer_panel_url% placeholder in the message. 

You can paste the placeholder as is, or you can wrap it inside a link text, as i did here.

Let me know if anything was not clear, and if you have any questions about the process. 

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If you are still unable to fix the Customer Panel access,

please confirm working Administrator credentials for us,

and with your permission we can add our Test customer to your Amelia and test if it's working.

If you send us credentials, just mark it as a PRIVATE message for safety.

Thanks.

Hi Mark,

sorry for the waiting time.

I am glad to see you managed to solve the previous issue with the Customer Panel setup.

Now we will comment on the new issue you found.

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1. Customer is not getting this notification (see attached) the one that is titled "Customer panel access" notification.

This Notification Template "Customer Panel Access" can only be triggered if a Customer clicks "forgot password"  on the Customer Panel Page.

At the moment, we do not have any way to set up an automatic way to send this Email for any new Customer on your site, if that is what you are trying to achieve?

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The only other way how you can send Customer Panel Access to the Customers is as we described earlier,

to add the "customer panel access Url placeholder" in your Email Notification for Customers.

Then when a Customer makes a booking, they can follow that link,

and if they follow it first time, they can choose their password.

If they return later, the Customer Panel can not automatically log them in,

they will need to input the email and password again,

unless if you add back-end WP user access to them.

If you do this, then they can first log in your WordPress,

and the Customer Panel will not ask for the password in that case ( because they already logged from your WordPress)

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2. If "password is required for login" the user logs in and sets up the panel access, but clicking the link to the panel the next time passes them in without a password, which seems like a defect?

- As i mentioned above, this is how we set it up on purpose.

The first time when the Customer follows this placeholder, it asks them to create the password.

Then later, if they come back to the Customer Panel,

Amelia realises they already have set their password and now it asks them to confirm the password before it lets them access the Panel.

This is how the majority of our users wanted it to be, for security reasons, 

but if you wish us to change that,

you can make a development suggestion and our management will consider how many users wish it to change.

Please feel free to search through our feature suggestion page, 

 to see if someone may be already suggested this feature. If you can't see it, feel free to add your suggestion there, and as more people vote, the feature will move higher on the priority list.

You can certainly follow our changeLog page if you'd like, where we state any changes/new features/bug fixes during updates;

and our newsletter, so you're informed about new features, bug fixes, freebies, etc.

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So basically, if you disable "customer has to input password",

then they can just follow that 'magic link placeholder' from the Email and the Panel lets them in without the password.

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Another way can be, as mentioned earlier,  if you want to allow back-end access to Customers,

then enable the option we said before "Automatically Create WP user" from Role settings/Customer,

and now if a WP user logs in, and if he is already your Amelia Customer,

then the Panel will already automatically log him without inputting their password.

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But i understand from before, that you do not wish to allow them back-end access,

so unfortunately we don't have a perfect solution for your use-case.

If you just allow them front-end Customer access,

then they need to log in the Panel each time ( besides the first time when they set the password).

Let me know if anything is unclear.

Thanks.

Hi mprattmd,

Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

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Can you please open a new ticket from your Account,

then we can troubleshoot to check what seems to be the issue on your Site?

In that ticket, we will need the URL to your Site, and Administrator username and password.

Just make sure to send us access either in a private Message or open a Private ticket, for security reasons,

and we can go in and check the issue.

Thank you.

Hi Mark,

Sorry for the delay in the replies today, we will do our best to be much quicker going forward.

I found the new ticket, and we will coordinate with colleagues to help you as efficient as possible.

Thank you.