Booking
A professional doesn't appear when booking
A professional doesn't appear when booking
They’re not a member of that service, or they don’t serve that appointment type. Assign to Staff is filtered by the selected service and appointment type.Fix: service form → Team Members; then make sure at least one of their availability blocks carries that service and type.
No available times, on any day
No available times, on any day
Almost always availability. Check, in order: the profile is in the service; the Availability tab has blocks for that service; the blocks aren’t cancelled by a date override; the service’s Booking Window and Minimum Notice aren’t excluding everything.
The agent says there are no slots but the agenda has gaps
The agent says there are no slots but the agenda has gaps
Gaps aren’t slots. A slot needs a block for that service and type, room for the full duration plus Buffer Between Events, and no Google busy span. Also check the tool’s Days ahead — the agent doesn’t look past it.
This member already has an appointment in that time slot
This member already has an appointment in that time slot
Two bookings raced for the same time. Pick the next slot; the list refreshes.
The agenda
I can't drag a card
I can't drag a card
You’re not an Admin and it’s not your appointment: You can only manage your own appointments. Or you’re in Month view, which only moves the date.
A card snapped back after I moved it
A card snapped back after I moved it
The backend refused the new time — taken, outside the professional’s hours, or inside a Google busy span. The toast tells you which.
A cancellation was recorded as late
A cancellation was recorded as late
It was inside the service’s Late Cancellation Notice (or the professional’s override). Working as designed; it appears in the late-cancellation report.
Reminders
No reminder went out
No reminder went out
Check, in order: the Reminder switch is on; at least one Send before appointment time is chosen; the template is Approved; the client has a WhatsApp-capable phone; the reminder time hadn’t already passed when the appointment was booked (skipped, not sent late).
The template shows Pending Meta review
The template shows Pending Meta review
Meta hasn’t approved it yet. Reminders using it are skipped until it reads Approved. Use the Dialtu default meanwhile.
Google Calendar
Google Calendar sync stopped
Google Calendar sync stopped
The token expired or was revoked. Reconnect Google Calendar on the profile’s Calendar Sync tab, then Sync now to push anything booked meanwhile.
The Calendar Sync tab is disabled
The Calendar Sync tab is disabled
The profile has no Dialtu user (No user badge) or hasn’t been saved yet. Only a user can connect their own Google account.
A Google event shows as Busy but I want it as an appointment
A Google event shows as Busy but I want it as an appointment
Not possible — the inbound direction is busy-time only. Book it in Dialtu; it will be mirrored to Google.
Waiting lists
The list says Broken or Needs setup
The list says Broken or Needs setup
Open Configure and read the Readiness findings — usually a missing Destination pipeline, no services, or an agent without a calendar tool.
Nobody is being contacted
Nobody is being contacted
Either there’s no free capacity inside the Horizon, you’re outside Contact hours, or every client is in Contact cooldown. Push batch now forces a sweep and reports why nothing moved.
Still stuck
Contact support
Include the appointment ID (bottom-left of the detail window) and the professional’s name.