Potential issue when staff member cancels using their work Office 365 calendar.
What if the staff member is ill and only cancels from his calendar? This means both the Administrator and the customer are not notified that the staff member is no longer available for the meeting. We tested this in a meeting today and no one was notified about the staff member's cancellation. It still showed up in Booking.
This issue prevents us from creating anything at scale. There is no way that we can involve a large number of staff, they just won't remember to cancel appointments through bookings, especially if they are not close to the admin overseers. Giving staff the option to accept/decline in outlook is misleading - of course they are going to think they've declined it - when actually they haven't and the customer still turns up. Huge flaw that needs fixing for large orgs.
If staff members could update their booking on the bookings calendar this would be less of an issue. Just more of a training issue. Current set up sets up a system of micromanagement where the administrator needs to be notified of any changes on the staff calendar. If the staff had the option to go to the bookings calendar and make changes this would not be a bottleneck and more intuitive.
If the staff member declines or deletes the appointment it should cancel the booking and notify the customer. It is a training nightmare for staff to comprehend that deleting an appointment does not actually delete the appointment and has to be cancelled through Bookings instead. Please, please, please change this.
Similar to this, we have had some users respond to the calendar event, like they do with regular Outlook calendar events -- attempting to send a message through the calendar event to the client who booked the meeting or service. NOTHING happens. It just goes into a black hole someplace.
John Gaskell commented
We do need to ensure we have controls around this element. If a member of staff is ill, then the Admin needs to ensure that customers are aware and to have the ability to customize the email to inform the customer of the cancel or change.
Agreed, the fact that the appointments sent to staff and customer calendar are not connected, i.e. separately issues from Bookings, there is a need to connect these so that the same appointment is issued to both, or feed changes back to bookings. Habit is a risk that staff and customers will manage their appointment via their calendar as with usual practice.
Dane Jansen commented
Definitely something that would be good to look into.
It would be good but if it was deleted from staff member calender then deleted from the main bookings app office might not know so would need somthing in place saying that staff member cannot attend only
Thomas, Brant C. commented
Agreed that some type of action needs to be looked at on this one. The instance where a staff member might call off sick and goes to their calendar and just removes/declines all meetings for that day is an important one. that staff member will not know to contact the Admin to remove it from the calendar. The customer then doesn't know either and they just show up for appointment, not good. Need some type of method that when a Staff Decline/Cancels the Bookings meeting that it goes back and removes it from Bookings and notifies the customer.
Marc Lebrun commented
We have a concern for this problem, we need our staff can manage or rescheduled a meeting without have a full admin access on bookings calendar
Tormod Solem Slupphaug commented
I agree that there should be made improvements in regards to this. However, I'd like to point out that there is times where this "unsync" between booking and personal calendars can come in handy too. E.g. I was just adding abscense for one of our employees for a very long time, just to block bookings for certain weeks. This shows up in the personal calendar and can be a bit confusing. In this particular case, it was nice that the person could delete the "appointment" in their personal account but keep it in the booking calendar.
I guess we could have our cake and eat it too though. Should be possible to implement something which takes care of both.
We are also looking for this feature.
In absence of this feature it hard to implement Bookings application accross Business and wider teams as the concept is to have the staff managing the scheduled appointments from their OWA - calendar but at the moment they are unable to reschedule/cancel appointment from there and if they delete any booked appointment from OWA - calendar it does not gets synced with Online Bookings application.
Is there any solution for this, any help with this regards would be highly appreciate so as we can test the same and roll bookings application out as LIVE for our wider team and business.