This is a step-by-step troubleshooting guide for Super Admin's, which will help whenever a team member faces an issue with their scheduler, in case any of your team members is not able to receive calls or set their availabilities.

We implemented troubleshooting capabilities in three main features where blockers may occur.

Step 1 → Check if the invites have been sent and accepted

Step 2 → Check if the User has connected Calendar and set Availability

Step 3 → If all the above is in order, the last reason can be because of Event Settings or Automation - Rules set

Step 1: Check if the invites have been sent out and accepted by users

Before we start ticking off the boxes of potential reasons why your host is not getting calls, check the primary settings first, to ensure all minimum technical requirements have been met.

Navigate to Settings → User Management
Check if the host:
1. Has accepted the invite to iClosed
2. Connected calendar with iClosed
3. Has Availability set

#2 → Check if the User has Connected Calendar and Set Availability

Calendar

This is the first step. Check if your or your team members additional Calendar may be blocking appointments.

Important Note

Even though connecting a Calendar is not a technical minimum requirement that a user needs to meet before being able to start receiving calls, it's very important to connect it.

The main reason is inability to provide Google Meet link to the lead automatically, so he would need to do that manually for every scheduled call.

Navigate to AI Scheduler → Calendar Connections

Select User from the drop down menu
See if a user has one or more Calendars added

Pro tip

Alternative way for checking your team members Calendar connection:

Click Settings on the bottom of the left side menu
Select "User Management" tab
See Availability and Calendar status

Continue troubleshooting as per explained below.

Here's a quick guide on how your User (Closer) can troubleshoot

In case a user connected more than one Calendar to your iClosed account, head to:

AI Scheduler → Calendar Connections
Check for conflicts
See if you have other Calendars to check against conflicts
Turn off Secondary calendars to prevent blocking availability

One-off Event from secondary Calendar is blocking my slot

In case any of the personal slots are blocking your availability, but it shouldn't be the case, follow steps bellow:

Locate the event in your Google Calendar and click on it
Click on the pencil to edit
make this event "Free", instead of busy
Hit "Save"

iClosed will then automatically count you as "available" for this particular time slot.

If none of the potential reasons were not found in the Calendar menu, head to Availability menu, by simply switching between the two tabs.

Availability

Availability troubleshooter works exactly the same for both Super Admins and Users.

The only difference is that Super Admins have permissions to switch Availability page between all account Users, and troubleshoot their availability, one by one.

Basic Settings Review

Check if Availability days and hours are set correctly
Check have you added to Event where you expect to get calls
Check is proper time zone set
Check if there're any Override dates added

If none of these four didn't solve the issue you're experiencing, proceed to the next step.

Launch Availability Troubleshooter

In case you're already in AI Scheduler → Availability menu:

Navigate to "Launch troubleshooter" button above time zone and click on it
Select Events you would like to troubleshoot, leaving "All Events", set by default, or selecting a specific Event, and hit Apply
You'll be able to see following details:
1. Day start and day end hours → Those are the hours set in the left side. The report will show you calendar events that are impacting your availabilities
2. Meeting participants
3. Source for the blocked Availability →
  1. iClosed: availability taken by an Event from iClosed scheduler
  2. Calendar: availability blocked by Google Calendar Events, placed outside of iClosed
4. Event details → picked up from the iClosed Event name

Understanding the Troubleshooter

iClosed User Availability Troubleshooter will help you see exactly why your Availability is blocked for certain Events at a glance, so you can easily adjust and maximize efficiency.

Conflict Error Label	Description	Resolution
Too Soon	"Guest cannot schedule within".	Go to the Events → Set the limitation → Guest cannot schedule within XYZ
Date Range	"The selected day is outside of "Date range" set in event settings"	Go to Events → Date range → Calendar Days
Calendar	"No host is currently available"	Due to unavailability in their connected calendar/s or due to Event buffer BEFORE & AFTER

Pro tip

Super Admins are able to start Troubleshooter from their or team members Live Scheduler page and troubleshoot Availability and Events from there.

Check out how in the article HERE.

In case you still haven't found what's blocking your availability so far, there's only one place left. Let's head to Event Troubleshooting (including Automations - Rules).

#3 → Check Events Setup

Here's how to check the Event setup, that may be causing these troubles:

Navigate to AI Scheduler → Events
Select the Event you would like to troubleshoot

Host Priority

Priority may be one of the reasons why you're not getting enough calls. Hosts are ranked by priority (e.g., High, Medium, Low) and the system begins by sorting hosts from highest to lowest priority.

If there are more than two hosts, and your priority allocation is the lowest, as long as there are available slots for them to take, the system will be assigning calls to them first.

Read more about how iClosed Round-and-Robin priority works HERE.

Event Time & Limits

Guest cannot schedule within

Check if the scheduling limit set is affecting your availability for the current day and time.

Example

You know that you have availability today because only several calls were scheduled within previous days.

But you have limitation set in your event that the Guest can't schedule a call within a day, and therefore, your first available slot will be from tomorrow.

Add time before and after an event

Check if the buffer times set are affecting your availability.

Example

Your total availability is 8 hours today and call duration is set for 30 mins.

Buffer before the meeting is set to 5 minutes.

This would mean that your Event setup will take 40 minutes out of every event booked, meaning that maximum number of calls you will be able to take today (under perfect conditions) is 12 calls.

The longer the buffer between and after calls is set, added to the Event time set, the less number of calls you will be able to have during the day.

With time increments set from 15 minutes to 30 minutes, the number of calls may be even less, since the available slots will show on every 30 minutes.

Conditional Routing

Conditional routing is available with Business/Enterprise subscription plans only.

By setting any of the Custom invitee questions (required formats are radio buttons or checkboxes → e.g. Age Group), setting up conditional routing to one or more hosts, and event duration (date range) to be less than 14 days, Conditional Routing will take over priority over Host Priority setup, no matter the Host Priority allocation setup.

This may also be the reason why a user is not getting enough calls.

If there are no Leads with specific conditions for the User to take, or host hasn't been assigned in any of the conditional routing options, such User will not be getting any calls since conditional routing sits on top of Hosts Priority on the priority hierarchy.

Automations - Rules

Automations (Rules & Workflows) are available with Business/Enterprise subscription plans only (see full feature breakdown here).

Even though automations are not part of Event features, they are connected, and may affect lack of slots available.

Navigate to AI Scheduler → Automations → Rules and check if there's a Rule set that is maybe blocking you to get more calls.

Check out in depth which Users are affected by the Rule set by clicking on the Rule to show more details.

Example

If Rule is set → "Maximum number of calls", and the condition has been met for a specific User, the User will not be able to get calls for that day, for this specific Event.

In case you were not able to find what's causing troubles with your scheduler, immediately reach out to our Support team via chat button in the bottom right corner.

We'll get it sorted out for you quickly.

Set up your Availability

Troubleshooting - User guide

Troubleshooting Event Availabilty

Managing Hosts within events

AI Scheduler overview