Why Did a Cancellation Not Trigger a Notification?
Why Did a Cancellation Not Trigger a Notification?
There are several 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 slot was held for review
What happens: FullSlot detected the cancellation but wasn't confident enough in the appointment type match to send notifications automatically. The slot is sitting in your review queue.
How to check: Go to Cancellations and look for slots with an amber Held for review badge. You can also check Opportunities → Needs attention now on your overview.
Fix: Open the slot, confirm the correct appointment type, and send the notification manually. FullSlot will remember the correction and handle similar appointments automatically in the future.
6. 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: Reconnect the scheduler from Integrations. For Calendly, disconnect and reconnect. For other schedulers, re-run the setup or reconnect the bridge.
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.