FAQ (Administrative Access, Notifications, and More)

This section provides questions and answers on a variety of topics regarding staff, resources, and administrative access. Be sure to also review the Staff and Resource Management manual pages, as questions answered there are not duplicated here.

Staff aren’t receiving copies of appointment confirmation messages.

WCONLINE will always send copies of appointment messages if set to do so. To figure out why a staff person is not receiving messages, you’ll need to check a couple of things.

• First, go to Staff & Resource Management and edit the listing of a staff or resource who is not receiving emails. Then, make sure their email is listed (and listed correctly) at the bottom of their listing. Also, be sure that the Send Appointment Messages option is set to YES. If so, the messages are being sent.
• Next, go to Client & Record Management and search for the staff member who isn’t receiving confirmation messages. If that staff member has a small mobile phone icon next to their name, then that individual has opted in to receive text messages. In that case, text confirmation messages are being sent in lieu of emailed messages. Those texts are being sent to the mobile phone number and carrier the staff member chose when opting in. Click the mobile phone icon in order to remove that number (in case the staff member entered the number or carrier incorrectly or entered an old carrier a while ago). That will force WCONLINE to send the confirmations via email.
• Finally, ask the staff member to check their spam folder as it’s possible that the messages are being sent to spam—especially since the subject reads “copy” and shows a student’s name other than the recipient.

If the messages aren’t there and if these other suggestions don’t resolve the issue, you’ll need to reach out to your IT department and ask them to whitelist our mail servers, since the only other option is that the emails are being blocked as spam. For more information, review our larger FAQ on emails not being received.

How can one staff member have some distinct online and some distinct face-to-face hours?

A staff or resource’s Modality is set on a resource-by-resource basis. Therefore, to have the same staff member have distinct hours for which they’re only available online and distinct hours for which they’re only available face-to-face, you’ll simply enter the individual twice in Staff & Resource Management—once with Modality set to FACE-TO-FACE ONLY and a second time with that option set to ONLINE ONLY. Then, you can schedule each of those entries separately in Starting Availability Management.

How can I add images to a staff or resource’s bio?

Images can be added to the Resource Bio or Related Information field using the image tool in the what-you-see-is-what-you-get editor’s toolbar. For more help with adding images, read our FAQ on the topic.

One of my administrators doesn’t have access to administrative functions.

In order to be recognized as an administrator, an individual has to log in to WCONLINE using an email address that is an exact match to an email address listed in Administrative Access Management (which is accessed through a link at the top of Staff & Resource Management). More information on resolving this issue is in our main FAQ on this exact topic.