Repair SMS error
Context:
In Phase 4 of online booking, Converge introduced SMS notifications for same day bookings for Consultants. This feature ensures that a consultant receives an SMS to their registered number (in addition to the standard booking email) for bookings made on the same day, or within 24 hours.
Issue:
Some consultants have had clients and their appointments disappear from their Quick View page and in Classic View preventing the consultant from actioning the appointment (including rebooking the client, completing the appointment etc).
Converge has investigated and found that this has been caused by the registered mobile number on the consultants' profile being incorrectly formatted. While a permanent fix is being implemented, consultants may be impacted until their number is amended.
How to know if the consultant is having this issue:
Listen for the following from the consultant:
“I can’t find my client in Quick View”
“The client is missing from Quick View”
“I can see my client in the calendar but not in Quick View”
“I can see the client in Quick View but can’t complete the appointment”
Then, if you hear or believe the issue sounds like the above, go to the appointment and if you see “SMS Error (Review)” in the task filter, this confirms the client has this issue - follow these instructions. This process to repair the issue takes approximately 2 minutes.
TL;DR (Quick Summary of the instructions)
If you see SMS error in the task filter or consultant calls saying their client is missing from quick view, follow these steps (there was an SMS failure to the consultant because of a number formatting issue).
Go to the consultants profile and edit the phone number to remove all spaces then save
Go back to the appointment screen and click the SMS Error (review) link in the task filter
Click Submit on the next page, then click confirm on the following page (below the task filter)
The client will now return to Quick view for the consultant to action.
Step 1: Confirm SMS error is in the task filter of the Appointment
Review the clients' appointment and confirm that SMS error is present in the task filter. If you don’t see it, check the Assist Case task filter for that appointment.
At this point, do not click on the SMS error link in the task filter.
Step 2: Repair the consultants' contact number
Open the consultants' profile and from the “Personal” tab, click the edit button to edit the personal details.
In the mobile number section, the mobile number may be spaced out with spaces - these spaces cause the SMS error. Delete any spaces in the number then click away to confirm. Also ensure the number does not have 04XXX and instead starts with 4XXXX.
Click Save at the top of the personal section to confirm the changes
Step 3: Return to the clients' appointment
After repairing the consultant's' contact number, return to the Client’s appointment with the error in the task filter.
Click the task in the task filter “SMS Error (Review)”
On the next page, click the blue “Submit” button and you’ll be returned to the appointment page with the task filter
On the appointment page, below the task filter click the blue “Confirm” button to complete the process.
You have now repaired the SMS Error issue.
Note that this will repair the SMS error for this clients' assist case however it may still be present for other clients of the consultant. Ask the consultant to let you know if other clients are also missing from quick view and if so, repair the issue using the same instructions from Step 3 only.