Frequently asked questions

Here you can find answers to some of the questions we get asked most often:

How do I synchronise my calendar?

You will need to link Pexip Engage with your work calendar. This will ensure that all your Pexip Engage appointments are automatically copied to your work calendar, and that Pexip Engage appointments are only offered during the free times on your work calendar.

To find out how, see Linking your Pexip Engage and work calendars.

I am planning my vacation — what must I do within Pexip Engage?

When you are planning a holiday, you'll want to make sure you don't have any Pexip Engage appointments booked during that time. How you do this depends on whether or not you have synchronised your work calendar with Pexip Engage.

If you have synchronised your calendars

If your calendar synchronisation is active, simply ensure that you enter your vacation days in your work calendar with a status of Busy. This will prevent you showing as available for appointments within Pexip Engage.

When entering All day events, some calendars such as O365 will set the status by default as Free, so you must check this and change the status to Busy if necessary.

If you just want to put a reminder about something in your calendar (e.g. holiday of a colleague) make sure you set the status to Free.

If you have not synchronised your calendars

When you do not have a synchronised calendar and you don’t want to be available for appointments in Pexip Engage you should apply the Unavailable day template to those days in your Pexip Engage calendar. For information on how do to this, see Setting up day templates.

I can't change my roles or linked offices — why?

If you only have the role of Agent, you won't be able to change your role or the offices you are linked to. Only an Office Manager or Administrator can do this.

No categories are available in the Engage plugin — what does it mean and how can I fix it?

When testing the Engage plugin, if you see the message “no categories available”, customers will not be able to make an appointment. The possible causes and suggested resolutions are listed below.

If you are an Administrator

  1. Check that there is at least one meeting type enabled for each subject. If there are no meeting types enabled, customers cannot book a meeting about this subject.

    • To check what meeting types are enabled for a subject, from the Organisation tab select Subjects. You see a list of all subjects with icons to indicate which meeting types have been enabled for each subject.
    • To change the available meeting types, select the subject and then select the Planning rules tab. Use the toggle buttons to enable and disable the meeting types for that subject.

    For full information on how to enable meeting types for a subject, see Assigning planning rules.

    There are four meeting types in Pexip Engage — to find out more, see About meeting types.

    If it is not possible to activate a meeting type, please contact your Pexip Engage account manager to discuss adding additional meeting types.

  2. Check that each subject has been made Available for customers. If this setting is disabled, customers cannot book a meeting about this subject.

    • To check if a subject is currently available, select the subject and then select the General tab. The availability is controlled by the Available for customers toggle button.

    For full information on making a subject available, see Adding a new subject.

If you are an Administrator and/or Office Manager

  1. Check that there is at least one meeting type enabled for each subject for the selected office.

    • To do this, from the Team tab select Scheduling and then select the Planning rules tab. You see a list of all subjects and meeting types, with toggle buttons showing which meeting types are enabled for each subject.

      Use the toggle buttons to ensure that each subject has at least one meeting type enabled.

    For more information, see Setting the scheduling rules.

    Office Managers can enable and disable the meeting types for subjects in their office, but only if they have already been enabled by an Administrator. Meeting types that have been disabled by an Administrator, and therefore can't be enabled by an Office Manager, have the disabled icon instead of the toggle button .

  2. Check that there is at least one Agent linked to that subject.

    • To do this, from the Team tab select Scheduling and then select the Assignments tab. You see a list of all subjects and Agents, with toggle buttons showing which Agents are assigned to which subjects.

      Use the toggle buttons to ensure that each subject has at least one Agent assigned.

      For more information, see Assigning subjects to Agents

  3. Check that every Agent linked to a subject has their expertise enabled for that subject.

    • To do this, from the Team tab select Team and then select the Agent linked to that subject for your office. From the Expertise tab, you see a list of all subjects with toggle buttons showing which subjects that Agent enabled for. Use the toggle buttons to make sure this Agent is enable for the subjects that they are linked with for your office.

    For more information, see Expertise.

  4. Check that every Agent linked to a subject is active and enabled for online planning.

    • To do this, from the Team tab select Team and then select the Agent linked to that subject. From the Profile tab, you see toggle buttons indicating whether this Agent is Active and available for Online planning. Use the toggle buttons to enable both these settings.

      For more information, see Profile.

Understanding inbound versus outbound appointments

Pexip Engage offers you two ways to schedule appointments with customers: Inbound and Outbound.

Incoming / Inbound

These appointments are initiated by the customer, either from a link that you sent them or from a link available on your website. These appointments can either be confirmed appointments, or requests for an appointment.

After the customer has made the appointment or request, the Agent receives an email confirmation and they can then accept or decline the request, reschedule, assign to a co-worker or cancel the meeting.

For full details of the actions Agents can take with their appointments, see Managing your appointments.

Outgoing / Outbound

These appointments are initiated by you on behalf of the customer. For example, you might be in a meeting with a customer, and want to plan a follow-up appointment. Or maybe you've got a customer on the phone or you've just received an email requesting a meeting. In these cases, you can easily use the Engage Backoffice to initiate the meeting.

  • If you already know the date and time that works for both you and your customer, you can create the appointment yourself. Your calendar will be updated and your customer will be notified via email and receive reminders.
  • If you don't yet know when you can meet, you can invite your client. They will receive a link they can use to suggest a date and time that fits your schedule.

For full details on these and other ways of creating outbound meetings, see Creating new appointments with customers.

How can I check who has synchronised their calendar?

It is very useful to know if your team members have synchronised with an external calendar and which calendars are taken into consideration when planning appointments.

To check this:

  • If you are an Administrator, from the Organisation tab select Employees and then select the Employee. From the Synchronized calendars tab, you see details of the calendars that have been synchronised.
  • If you are an Office Manager, from the Team tab select Team and then select the team member. From the Synchronized calendars tab, you see details of the calendars that have been synchronised.

For more information, see Synchronised calendars.

What are default planning rules and how do I apply them or deviate from them?

Default planning rules are set by an Office Manager for each office. They determine which Agent can offer appointments for which subjects, and for each subject, the meeting types and timings of appointments. For more information for Office Managers, see Setting the scheduling rules.

Applying default planning rules

When Agents set up their week and day templates, in most cases they simply select which offices they'll be available from on which days and times, and the default planning rules for that office will be applied automatically to those slots. For full information for Agents on setting up templates, see Setting up your weekly default template.

Check with your Office Manager or Administrator to find out the default planning rules that apply to you.

Deviating from the default planning rules

When Agents set up their week and day templates they can override the default planning rules and instead select which subjects and meeting types they'll offer for each particular time slot.

For full information on for Agents on how to do this, see Overriding the default planning rules.

How do I enable/disable my office for online appointments?

Sometimes offices can be temporarily unavailable or closed. It is therefore possible for Administrators and Office Managers to (temporarily) deactivate any of the offices they are assigned to. When deactivated, the office will no longer appear as an option for customers when booking appointments. However, all the information for the office is retained, so you can easily activate it again when suitable.

To enable or disable an office as an Office Manager:

  1. From the left panel, select the Team tab.

  2. From the Offices drop-down, select the office you want to disable, and from the Settings section select Office.

  3. Use the Is active toggle button to enable or disable the office.

  4. Select Save.

To enable or disable an office as an Administrator:

  1. From the left panel, select the Organisation tab.

  2. From the Organisation & Planning section, select Offices and then select the office you want to disable.

  3. From the General tab, use the Is active toggle button to enable or disable the office.

  4. Select Save.

I cannot log in — what should I do ?

If you cannot log in to the Pexip Engage Backoffice, check the following:

  1. When entering your password, make sure NumLock or CapsLock are on or off as appropriate.

    Your user name is not case-sensitive.

  2. Check the clock of your computer. In order to prevent synchronisation issues, your access can be blocked if your computer's internal clock deviates too much. You can either:
    1. update your computer's clock settings to automatically sync with a time-server (recommended)
    2. update your computer's clock manually.

    To check if your clock is still in sync, check https://time.is

  3. Contact your Administrator or Office Manager to ensure your access is still set to Active. An inactive or blocked user cannot log in.
  4. Contact your Administrator to ensure you are using the correct email address. Only known email addresses are able to log on to the Pexip Engage platform.

How do I modify the content of external calendar events?

Pexip Engage uses templates to define what information is included in calendar events — this is the information that is added to the calendar of the customer or Agent, and which contains information about the appointment.

  • For Agents, whenever an appointment is made in Pexip Engage or via the Engage plugin, a corresponding calendar event will automatically be added to their synchronised work calendar.
  • For customers, the confirmation page in the Engage plugin and in the confirmation email they receive will contain Add to my Calendar links which they can use to download the calendar event to their calendar of choice.

There are separate templates to define the content of calendar events for every language and meeting type, for both customers and Agents. Pexip Engage comes with default templates already configured for each combination, but Administrators can edit each of these templates.

For full information on editing the content of calendar events, including what variables are supported, see Editing the event calendar information.

What if my external calendar is disconnected?

By default, we will automatically send an email to the owner of a calendar when we detect that the connection to their calendar is broken.

We can only detect a broken link if and when someone attempts to use the Agent's calendar — for example, when a customer uses the Engage plugin to request a time slot for the combination of office/subject/meeting type/etc. that the Agent offers, or when someone uses the Engage Backoffice to book an appointment with the Agent.

We will only send one notification email. If the calendar owner ignores the email, we won't keep emailing them until the connection is restored.

Note that sometimes the notification email may end up in the Agent's spam folder, so could be missed.

I don’t see the changes made in the Engage Backoffice when using the Engage plugin — why?

This is most likely due to your browser’s cache. Refresh your browser’s cache and then try the link again. The changes should now appear.

If you don’t know how to hard refresh and clear your cache, you can find the answer for your specific browser here: https://fabricdigital.co.nz/blog/how-to-hard-refresh-your-browser-and-clear-cache.