A Client Says They Didn't Receive the Notification
A Client Says They Didn't Receive the Notification
Start by checking their record in FullSlot — most of the time, the cause is visible right there.
Step 1: Check their record
Go to Clients, find the client, and click their name to open their detail page. Look at:
- Status — are they "Waiting"? If they're marked "Notified" or "Booked," the system did try to reach them
- SMS opted out — if this is checked, no text was sent
- Email — if their email is blank and you're using email notifications, they can't receive them
Step 2: Check the notification log
Go to Cancellations, find the relevant slot, and open the detail page. You'll see a list of every client who was notified, with a timestamp. If the client isn't on the list, they may have been excluded for one of the reasons below.
Common reasons a client was excluded
They opted out of SMS. If a client previously replied STOP to a text, they're opted out. FullSlot won't attempt to reach them by SMS. You can see their opt-out status on their client record.
Their phone number is invalid. If the number is in an unrecognizable format, the message couldn't be delivered. Check their record for the phone field.
They weren't on the waitlist at the time. If the client was added after the cancellation came in, they wouldn't have received the notification for that slot.
They were the one who cancelled. FullSlot automatically excludes the person who cancelled from the notification — they don't need to know about their own opening.
Step 3: Check for delivery issues
If the client is on the list and their details look correct, the message was likely sent but may have had a delivery issue:
- SMS: Carriers occasionally filter or delay messages, especially from short-code numbers. Ask the client to check for any blocked number filters or spam folders.
- Email: Ask them to check their spam or promotions folder.
Notifying a client who was missed
If you want to manually send a notification to a specific client for a still-open slot, go to the slot's detail page on the Cancellations page and use the Notify action next to their name.