Assign response notifications
Choose who should receive scheduling response notifications by setting the "replies to" person for a team or scheduled individual. You can set a specific team leader, all team leaders, or the current scheduler as the "replies to" person.
When you set someone as the "replies to" person:
That person's name is listed as the sender for any scheduling or reminder emails that are sent to the team or individual.
That person receives scheduling response notifications whenever the team or individual accepts or declines a request.
Important
If a team member replies directly to the email from their inbox, their response will go to whoever sent the scheduling email, even if it wasn't the "replies to" person.
If a team member declines, the "replies to" person will receive a notification related to the team's rescheduling declines setting.
Update the "replies to" person for a team
When you create a new team, all team leaders receive scheduling responses by default. However, you can change that person to a specific team leader or the current scheduler on the team settings page.
Important
To ensure that scheduling responses are always sent to an active team leader, it is recommended to choose either a specific team leader or all team leaders as the "replies to" person.
Select the People page from the top navigation in Services.
Select the Teams tab to view a list of teams in your organization.
Use the dropdown in the top left to filter the list by My Teams (teams where you're a leader or member), All Teams, Archived Teams, or specific service types.
Select a team name to open that team's member list. You can also search for a specific team using the search bar at the top.
Select the Settings tab.
Go to the Scheduling Defaults section of the settings page.
Choose a setting from the Replies to dropdown:
Current Scheduler: Send scheduling replies to the person who added the team member to the plan. Choose this setting if different people share scheduling responsibilities and you want replies to go to the person who handles scheduling.
Check the Accept or Decline boxes to choose whether the current scheduler should receive notifications when someone accepts or declines a request.
Warning
The Current Scheduler setting is tied to whoever added a team member to a plan, even if they're no longer a team leader.
For example, if a previous team leader set up scheduling templates for this team, they'll still be listed as the "replies to" person for anyone who was scheduled using that template.
All Team Leaders: Send scheduling replies to all team leaders.
Specific Team Leader: Choose a specific team leader's name from the dropdown to send scheduling replies only to that leader.
(Optional) Select Yes, update in the popup to update this setting for currently scheduled team members.
Update the "replies to" person for scheduled team members
You can also manually update the "replies to" person for scheduled team members on a particular plan.
For example, if you're going out of town and need scheduling replies to go to a different leader that week, set a different "replies to" person for your team members on that specific plan only.
Important
This setting only applies to your team members in this specific plan, not in all upcoming plans.
Select the Plans page from the top navigation in Services.
If you have multiple folders, select the folder that contains the service type you're working with.
Select a plan from the service type you're working with.
Select the Teams tab.
Select a scheduled team member's name.
In the popup, choose a setting from the Replies To dropdown. If the team's "replies to" setting is set to Current Scheduler, the person who added this team member to the plan is automatically selected.
Select Save in the bottom right of the popup to apply your changes.
Troubleshooting common "replies to" issues
If the "replies to" setting isn't working as expected, expand the sections below to learn more about what may be happening and how to fix it.
This issue typically happens as a result of combining the Current Scheduler setting, signup sheets, and auto-rescheduling declines settings:
Current Scheduler and Signup Sheets: If the "replies to" default is set to Current Scheduler and you have signup sheets enabled on a plan, the person who signed themselves up is considered the current scheduler, and is listed as the "replies to" person.
Rescheduling Declines: If you also have the rescheduling declines team default set to Signup Sheets or Auto-Schedule, and the person who signed up for a plan later declines, Services sends an automatic scheduling email from the "current scheduler"—which is why a non-team-leader appears as the "replies to" person.
To fix this, change the team's "replies to" default to a specific team leader. This ensures that the selected team leader always appears as the sender on scheduling emails.
If a previous team leader set up your team's templates and the "replies to" default is set to Current Scheduler, the previous team leader is considered the "current scheduler." The Current Scheduler setting looks at whoever placed the team member on the plan, so whoever set up the team's templates is considered the "current scheduler," even if they're no longer part of the team.
To fix this, change the team's "replies to" default to a specific team leader or all team leaders. Make sure to select Yes, update in the confirmation popup (step 8) to update the "replies to" setting for all currently scheduled team members.