Hey guys,

it seems like custom fields (e.g. billing address) are not collected or inserted into notification mails to Employee when a customer books a package. 

In this ticket you mention this to be related to the customer not selecting any appointment.

First of all, this doesn't make a lot of sense, as these custom fields are not only used to collect information related to a specific appointment, but for collecting customer information. I'll assume this is the case for a lot of people. Example: We are required by law to collect a billing address and this is the only way. 

Secondly, even when an appointment is selected during the package booking the custom fields are NOT added to the email to Employee. If this were the case, we could work around the issue by not allowing a package booking with 0 appointments.
Another problem: the placeholder %package_appointments_details% is NOT being replaced by actual appointments booked during a package booking. It just remains in the email as placeholder.
Looking for the custom fields in the Amelia backend appointment list by manually figuring out which appointment they might have booked with their package is NOT a solution.

To be precise: Customer must always fill the custom fields out, if there is an appointment selected or not. But this information is simply not sent. It is also not added into the notification email to Employee. Once again, placeholders are just inserted into the mail without being replaced by data.

This creates bad user experience and makes us look unprofessional, having to ask customers for information they already provided. Again, the custom fields are required during checkout so they are 100% being filled out by customers.

Any solution for this other than not offering packages? 

Thanks,

Daniel

Edit: Typo in the title, please change to "Package" so others can find the ticket. Thanks 😅

I just found out that by editing the %package_appointments_details% (the link that says "Configure placeholder here") I could insert the custom fields there - and they would show up in the confirmation mail. But only IF an appointment was selected and ONLY for the first appointment selected.

However, the following custom fields are not being submitted this way either:

%customer_full_name%
%customer_email%
%customer_phone%

See attachment.

Something definitely seems broken here :(

Upon further searching and trying, I found the submitted custom fields in Services > Packages > Manage Packages (which really should say "Show Package bookings" or something). So the custom fields are there, but kind of hidden in this menu. 

This leaves this as an issue with the notification email not producing the data from these custom fields. :)

Hey Stefan,

Thanks for getting back!

Here's the problem. I tried to use the custom fields placeholders directly in the notification template before. It didn't work. This was the root of the whole issue described in this ticket. If you read again my first message I have described this.

Inserting the custom fields into the %package_appointments_details% placeholder was my workaround to get at least some of the customer information / custom fields. However that also didn't work.

The root issue is that from package bookings, custom field information and customer data is not correctly printed in the notification email to the employee. We have to manually search for it in the package booking, 

Would you be so kind to clarify this to level 2 support? Because now we are going in a circle 😅

Thanks!

Daniel