Why Did a Cancellation Not Trigger a Notification?
Why Did a Cancellation Not Trigger a Notification?
There are four common reasons a cancellation goes unnoticed by FullSlot. Here's how to diagnose and fix each one.
1. The appointment type isn't mapped
What happens: FullSlot receives the cancellation but can't match it to a waitlist, so it does nothing.
How to check: If you're on Calendly, go to Integrations → Event Type Mapping. Look for event types that say "Not mapped."
Fix: Map the event type to the correct FullSlot appointment type. If you're using a different scheduler, contact support so we can verify the service ID mapping.
2. The waitlist for that appointment type is empty
What happens: FullSlot finds the matching waitlist but there's nobody on it to notify.
How to check: Go to Clients and filter by the appointment type. If the list is empty, that's why.
Fix: Import your clients via CSV or add them manually.
3. You cancelled the appointment yourself (host-initiated cancellation)
What happens: FullSlot only sends notifications when a client cancels their own appointment. If you cancel as the host, no notification is sent — you already know about the opening, and you may want to handle it yourself.
How to check: Check who initiated the cancellation in your scheduler. If it was you (as the host), this is working as intended.
Fix: If you want to notify the waitlist for a host-initiated cancellation, you can manually add an available slot from the Cancellations page and send a notification.
4. All waitlisted clients have opted out of all notification channels
What happens: FullSlot tries to send but finds no reachable clients — everyone has SMS opted out and email isn't enabled (or vice versa).
How to check: Go to Clients, filter by the appointment type, and look for clients with both SMS and email disabled.
Fix: Enable at least one notification channel in Settings → Notification Channels. Or reach out to clients to re-opt-in.
5. The integration is disconnected
What happens: Your scheduler stopped sending webhooks to FullSlot, so the cancellation was never received.
How to check: Go to Integrations. If your scheduler shows "Disconnected," that's the issue.
Fix: Click Connect and re-authorize.
Still not sure?
Go to Cancellations and look for the slot. If FullSlot received the webhook, you'll see a record there (even if no notifications were sent). If there's no record at all, the webhook was likely never received — check whether your integration is connected.