Check if you have...

The solution

applied the 'Sex' filter

Do not apply a sex filter in most cases, especially if you've selected both Male and Female.

This is because many of your Cliniko patients may not have a value set for Sex, meaning they won't receive this trigger as you've got the filters set to only target people who have it set.

Remove the sex filter to target all patients, irrespective of their 'Sex'.

applied a 'Business' filter

Only apply a business filter if you need to narrow down the business(es) this trigger targets. If you have one location, remove this filter.

If you have changed locations - check that you are targeting the correct locations.

Selected all of the relevant appointment types

We often see Cliniko accounts with multiple appointment types that have the exact same name - e.g. Initial Appointment - where one of them hasn't been selected in the filter settings.

Make sure you have selected all of your appointment types correctly.

Added new appointments types, or changed existing appointment types in Cliniko

If you've added new appointment types to Cliniko, but haven't updated your Triggers to target them as well - you could have cases where certain appointment types aren't receiving email.

This is relevant when you are applying appointment type filters.

Selected all of the relevant appointment categories

If your trigger is targeting certain appointment categories - double check them. If you've added more categories, changed category names etc. - you may need to make an update here.

Do not apply the category filter if you are wanting to select 'all' categories. Just leave it unselected and all categories are included by default.

Made changes to your appointment category names in Cliniko

If you've been tidying up your naming conventions in Cliniko, or re-categorising appointment types - this can affect your triggers if you are using appointment category triggers.

Double check your triggers are targeting the correct appointment categories.

Enabled the 'Is this a confirmation' checkbox for initial appointments

Enabling this checkbox on step 3 of the trigger will prevent the email from sending to people who have not opted in for booking confirmation emails in their Cliniko communication preferences.

We generally recommend unchecking this box in the trigger when it is targeting new patients, and it's common they have not actually set their communication preferences yet.

Check if you have...

The solution

Select a sending domain that is verified

In your transactional email template settings, which email address is the sender? You need to select a verified domain from the dropdown.

Sometimes your verified domain can become unverified if you have changed DNS hosts, moved your website hosting or recently set up a CDN. We'll email you if there is a problem with your domain - so check to see if we've sent you something. Feel free to check with us if you're not sure.

Applied filters

If you're using filters in your trigger - refer to the table above this one - the most common issue is that you have applied a 'Sex' filter - so read up for how to fix that one.

Check if you have...

The solution

Applied filters

Filters are recommended for most triggers - this is how you select exactly who should receive it. If too many people are receiving a triggered message - check that you have added filters to narrow down your audience.

The most common filters you'll need to apply are usually one or a combination of the following:

Configured your filters correctly

If you are applying multiple filters, check this article to ensure you are layering your filters correctly.

This is particularly relevant to invoice based triggers. If you're targeting both products and billable items (services) in one trigger - then the trigger is looking for both those items on one invoice.

You generally should create separate triggers for your products and your billable items (services).