Troubleshooting

This guide covers common issues with meeting templates, notifications, and customer responses.

Notification Issues

Customer did not receive the notification

Symptoms:

• Customer says they didn’t get the email or SMS

• No log entry in the Notifications Console

Causes:

1. Notification was never sent (user forgot to click the send button)

2. Email bounced or ended up in spam

3. SMS delivery failed (invalid phone number)

Solutions:

1. Check the Notifications Console (Calendar ‣ Configuration ‣ Notifications Console) and filter by the event. Verify a log entry exists.

2. If no log entry, open the event and send the notification.

3. If log shows Status = Failed, check the error message. Common errors:

   • “No email address” — Customer’s partner record has no email

   • “No phone number” — Customer’s partner has no mobile number

   • “SMTP error” — Check mail server configuration

4. For email spam issues, verify the notification sender email matches a verified domain in your mail server settings.

Tip

Use the Test Notification wizard to send a test to yourself before going live with a new template.

Email buttons not appearing

Symptoms:

• Customer received the email but there are no Accept/Decline buttons

Causes:

1. Button toggles are disabled on the notification config

2. Wrong notification type was sent (Confirmation instead of Confirmation Request)

Solutions:

1. Open the template’s notification config and verify the button toggles:

   • Show Accept — Enabled

   • Show Decline — Enabled

   • Show Reschedule — As needed

2. Buttons are controlled by the toggle switches on the notification config, not by the email content. Use the toggles to add or remove buttons.

3. Plain Confirmation notifications typically don’t include response buttons. Use Confirmation Request to include accept/decline.

SMS reply codes not working

Symptoms:

• Customer replies “1” but nothing happens

• No response logged in Notifications Console

Causes:

1. SMS reply codes are not enabled on the notification config

2. The SMS Inbound module is not installed

3. Customer replied with more than a single word

Solutions:

1. Open the notification config and verify Enable SMS Reply Codes is checked.

2. Verify the SMS Inbound module is installed: go to Apps and search for “SMS Inbound”.

3. Reply codes only process single-word replies. Messages like “Ok 1” or “Yes confirm” are treated as regular messages, not codes.

Template Issues

Template not applying defaults

Symptoms:

• Selected a template but fields didn’t fill in

• Address, attendees, or duration stayed empty

Causes:

1. No CRM opportunity linked to the event

2. Template flags are disabled (e.g., Auto-Fill Address is off)

3. The opportunity has no address data to fill

Solutions:

1. Ensure a CRM opportunity is linked to the event. When creating from a CRM opportunity, this is set automatically. When creating from the calendar, link the opportunity manually.

2. Check the template’s behavior flags. For address auto-fill, Auto-Fill Address must be enabled and the meeting location must have Use Lead Address set.

3. Verify the CRM lead or its partner has address data.

Title not generating correctly

Symptoms:

• Title shows raw field codes like {customer}

• Title has empty segments or extra separators

Causes:

1. No CRM opportunity is linked — field codes can’t resolve without one

2. Lead is missing the data for certain field codes (e.g., no street address)

3. Title was manually edited — auto-generation is skipped to preserve manual edits

Solutions:

1. Link a CRM opportunity to the event.

2. Fill in the missing fields on the CRM lead.

3. Clear the event title and re-select the template to regenerate.

Attendee rules not adding people

Symptoms:

• Expected attendees were not added to the event

Causes:

1. The attendee rule references a lead field that’s empty (e.g., no salesperson assigned)

2. The partner record doesn’t have an email (attendees need contact info)

3. Rules were added after events were created (rules only apply on template selection)

Solutions:

1. Ensure the CRM lead has the relevant fields populated (salesperson, customer, team).

2. Verify partner records have email addresses.

3. For existing events, re-select the template or manually add attendees.

Status and Response Issues

Status stuck on “BOOKED”

Symptoms:

• Customer responded but status still shows BOOKED

Causes:

1. The notification sent was a plain Confirmation (no response buttons)

2. Customer responded through a channel not being monitored

3. Response processing failed

Solutions:

1. Send a Confirmation Request or Reminder with accept/decline buttons to allow customer responses.

2. Check the event chatter for response messages.

3. Use the Mark As dropdown on the event to manually override the status.

Customer landing page not loading

Symptoms:

• Customer clicks SMS link but gets an error page

Causes:

1. Event was deleted or archived

2. Token expired or is invalid

3. Website/portal module not configured

Solutions:

1. Verify the event still exists and is active.

2. Send a new notification to generate a fresh link.

3. Ensure the portal module is installed and the website is accessible.

Internal followers not getting notified

Symptoms:

• Customer accepted but no internal notification was sent

Causes:

1. Follower notification toggles are disabled on the template

2. No followers are subscribed to the event

3. Followers have notification preference set to “Nothing”

Solutions:

1. Open the template and verify:

   • Notify on Accept is enabled

   • Auto-Follow Organizer or Auto-Follow Salesperson is enabled

2. Check the event’s followers list (chatter area).

3. Verify followers’ notification preferences in their user settings.

Calendar and Sync Issues

Buffers not showing on calendar

Symptoms:

• Meeting shows as 1 hour but 2 hours are blocked

Causes:

1. The calendar view may not support buffer visualization

2. Buffer display requires the frontend component

Solutions:

Buffer time is always blocked on the calendar internally. The visual gradient display requires the calendar buffer component to be loaded. Refresh the browser if the display seems incorrect.

Microsoft Calendar sync issues

Symptoms:

• Events not syncing to Microsoft 365 calendar

• Wrong organizer showing on synced events

Solutions:

1. Verify the Microsoft Calendar integration is installed and configured.

2. For organizer issues: Enable Auto-Assign Organizer on the template to set the salesperson as organizer (affects which calendar the event syncs to).

3. Check the Microsoft sync logs: Calendar ‣ Configuration ‣ Microsoft Sync Logs

Getting Help

If your issue isn’t covered here:

1. Check the Notifications Console for error logs

2. Review the event’s chatter for system messages

3. Contact your system administrator with:

   • Event details and the template used

   • Expected vs actual behavior

   • Screenshots of error messages

   • Notification Console log entries