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Frequently Asked Questions

Addressing Emails Not Being Received (or Emails Sent to Spam)

WCONLINE will always send emails if set to do so. In other words, if you set the system to send appointment confirmation emails, or if you send a mass email, or if you set the system to send nightly reminders, then those emails will always--without exception--be sent.

By default, WCONLINE sends email from the email address "" and with the "reply-to" address set to the email address that is entered as the CENTER EMAIL ADDRESS in Global System Settings.  This configuration, set via the "WCONLINE-Specific" answer to the DEFINE EMAIL SENDING PROTOCOL option in Global System Settings allows WCONLINE to get emails through most institutional spam filters.

However, that setting does let you set the protocol to "Institutional."  If set to "Institutional," the system will will “spoof” the CENTER EMAIL ADDRESS when sending the emails. This means that the system simply enters the email address as the “from” and the "reply to" email address while still sending them through our mail servers. Occasionally, spoofing an institutional address will cause a spam filter to block the messages--as the institutional spam filter knows that the emails carry an institutional address and yet were sent outside the institutional infrastructure.  Therefore, if WCONLINE emails aren't being received, the first step in resolving the issue is to ensure that the DEFINE EMAIL SENDING PROTOCOL option in Global System Settings is set to "WCONLINE-Specific."

If emails are still being blocked or are going to spam filters with the protocol set to "WCONLINE-Specific," then the next thing to check would be the content of your emails.  In our experience, emails that are sent with very little text-based content and include large images (such as if a flyer is embedded in the email and used as the primary content of the email) are routinely blocked or marked as spam.  Additionally, emails which "sound" like sales emails can also trigger a block.  This would include short messages that read something like, "Check out our newly remodeled center!  Try our coffee, and stay for awhile.  Appointments can be made online today!"  Try revising your messages to include as much text-based content as is needed to convey your message.

Finally, if messages continue to be blocked or sent to spam folders, then you'll need to reach out to your institutional IT department and request that they whitelist our email servers.  This is an easy process--especially since our WCONLINE email servers are only used to send requested email from your WCONLINE site, and since those servers are all behind a single IP.  Specifically, once your institution whitelists the IP, all emails sent by WCONLINE will be delivered to your clients and won't go to spam filters.

Frequently Asked Questions

SECTION 1: Creating a First or New Schedule

SECTION 2: Addressing Emails Not Being Received (or Emails Sent to Spam)

SECTION 3: Adding Images to Announcements, Bios, and Mass Emails

SECTION 4: Multiple Centers Sharing a Subscription

SECTION 5: Adding New Administrators

SECTION 6: System Time Wrong after Daylight Savings Change

SECTION 7: Accessing and Changing Your WCONLINE URL

SECTION 8: Drop-Ins and Walk-Ins

SECTION 9: Different "Finals Week" Schedules

SECTION 10: Individual Not Recognized as an Administrator

SECTION 11: Using Group Appointments with Focuses

WCONLINE Product Manual

The product manual is available completely online. Choose a chapter from the list below or use the search tool to perform a keyword search.

CH 1: Welcome


CH 2: Data Collection & Forms

CH 3: Access, Access Levels, and the Schedule

CH 4: Synchronous Online Meetings


CH 5: Update Profile & Email Options

CH 6: Client & Record Management

CH 7: Schedule Management

CH 8: Staff and Resource Management

CH 9: Starting Availability Management

CH 10: Blackout Times Management

CH 11: Announcement Management

CH 12: Mass Email Tool

CH 13: System Data Export

CH 14: Report: System Statistics

CH 15: Report: Master Listings

CH 16: Report: System Utilization

CH 17: Global System Settings

CH 18: Form Setup: System Forms

CH 19: Module Setup: Early Alerts & Flags

CH 20: Module Setup: Survey

CH 21: Module Setup: Time Clock


CH 22: Frequently Asked Questions

This manual applies to the current version of WCONLINE® and is constantly updated as new features are released.