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Engagement: Online Scheduling Troubleshooting
Engagement: Online Scheduling Troubleshooting

Troubleshoot provider, operatory, and appointment type questions in Engagement Online Scheduling

Erika Gardner avatar
Written by Erika Gardner
Updated over a week ago

Have questions about Engagement Online Scheduling? We're here to help! Read on below for assistance troubleshooting discrepancies surrounding appointment types, availability, and block scheduling.

Syncing changes from your practice management software

If you have made any changes to provider and/or operatory availability in your practice management software (ie, Dentrix, Open Dental, Eaglesoft) or service types, you must perform a sync within Engagement to reflect these changes and accurately update Engagement Online Scheduling.

Important note: When Engagement Online Scheduling is initially enabled, the first sync to your practice management software takes approximately 24-48 hours. Until the initial sync is processed, data will be incomplete. Please wait for the initial sync to finish before utilizing Engagement Online Scheduling in your practice.

After the initial set-up sync has been completed, all standard syncs will occur nightly. Should you need to perform a sync during the workday or otherwise, the sync will take only a few seconds-minutes to complete.

To perform an immediate sync, please do the following:

  1. Navigate to Online Scheduling in the left side menu, and click Settings

  2. From the General Settings section, click on the Sync Availability button

  3. Once the sync is complete, please refresh your browser. Changes from your practice management software have now been successfully updated in Engagement


Provider schedule does not match

If you notice that a provider's availability does not match the assumed set schedule, please check the following:

  1. Check to ensure that your practice's office hours have been set up correctly in Engagement, including any recurring break times.

  2. Check to ensure that the provider's scheduled hours have been entered correctly in your practice management software.

  3. Check to ensure that the provider has been assigned the correct operatories in your practice management software.


Provider is not listed

If a provider is not listed as an available option in Engagement Online Scheduling, please check the following:

  1. Check to ensure that the Engagement user has the position role of Doctor selected and that they have been linked to a PMS Provider in Engagement.

  2. Check to ensure that the provider's scheduled hours have been entered correctly in your practice management software.

  3. Check to ensure that the provider has been assigned the correct operatories in your practice management software.


Operatory availability is incorrect

If you notice that operatory availability does not match the assumed set schedule or providers, please check the following:

  1. Check to ensure that the provider has been assigned the correct operatories in your practice management software.

  2. Review the practice-level service type provider/operatory assignments in Engagement Online Scheduling.

  3. Review the practice-level service type durations in Engagement Online Scheduling settings.


Appointment type is not available

If you notice that certain appointment types are not showing or appear to be unavailable, please check the following:

  1. Navigate to Online Scheduling General Settings and click the Sync Availability button

  2. Check to ensure that the appointment type is listed as visible in Engagement Online Scheduling.

  3. Review the practice-level service type provider/operatory assignments in Engagement Online Scheduling.

  4. Check to ensure that the appointment type has not been set-up to be available only in specific blocks in Engagement Online Scheduling.

  5. Review the practice-level service type durations in Engagement Online Scheduling settings.

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