Appointment invitations are a critical part of the meeting coordination process in Cadence. When issues arise with sending invites, confirmations, or reminders, they can disrupt your event planning workflow. This guide will help you identify and resolve common problems with appointment invitations in the Appointments section of your event.
When to use
When appointment invitations aren't being delivered to attendees
When calendar invites aren't appearing in recipients' calendars
When reminder emails aren't being sent as expected
When appointment updates aren't reaching attendees
Before you start
You must have Event Manager or System Administrator permissions to troubleshoot most invitation issues. Some settings may only be accessible to System Administrators.
How to do it
Verify email settings are properly configured for the appointment.
Check both the "Send Invites" and "Updates & Reminders" toggles in the appointment settings section.
Confirm the appointment date is in the future.
The system automatically disables invitation options for appointments in the past, even if they're only a few hours away in a different time zone.
Check the appointment status to ensure it's either "Pending" or "Confirmed."
Draft appointments or those with "Proposed" status won't trigger invitation emails.
Verify all required fields are completed in the appointment form.
Missing required information (marked with an asterisk) will prevent invitations from being sent.
Review the attendee list to ensure email addresses are entered correctly.
For unrecognized emails, you may need to create a new customer record before the system can send invites.
Check the appointment's time zone settings match your event's configuration.
Time zone discrepancies can cause the system to incorrectly identify appointments as past events.
Examine the email delivery status in the appointment details view.
Look for the date and time stamps indicating when invites were last sent to each attendee.
For ICS model issues, try changing the appointment status temporarily.
Change the status to "Pending" and then back to "Accepted" to trigger a new invite with updated information.
For multi-customer appointments, verify that reschedule options are properly configured.
Appointments with multiple customers automatically disable the reschedule option, which affects email content.
Check if the 48-hour reminder is being blocked by the "Updates & Reminders" toggle.
The 48-hour invite reminder is linked to the "Invite" setting, while other reminders are controlled by "Updates & Reminders."
Troubleshooting
If you've recently added attendees using the "Add People" button on the appointment details page rather than the edit form, the invitation settings may not have been properly applied. Try using the bulk action "Resend Invites" option instead.
For appointments created through the mobile app, check if the "Send Invitations" option was enabled during creation, as the mobile interface may display this option differently than the web version.