This article will go over the most common problems we see with Xestro, and how you can attempt to troubleshoot them.
Contents
Connection Down
The main thing to check here is if one of your Healthengine logins has been removed, as the user that is logged in to your Practice Admin portal to approve the integration needs to exist.
To re-authorise your Xestro integration with Healthengine, login into Xestro and click on the Admin tile in the bottom right hand corner.
Once in the Admin page, select the Integrations tab and locate Online Booking -> Healthengine.
Click into here which should prompt you to login to your Practice Admin portal. You'll be asked to reverify the integration, and from there you should see it restore within a few minutes.
Feel free to reach out to our Support Team if you would like any assistance, or have any trouble.
Missing Availability
The most common reason for missing availability is either:
- Slots have not been created to publish in Xestro or;
- Slots have been created, however are not enabled for Healthengine bookings.
Appointment Type Setup
First, check what appointment types you want to publish online - in the below example, we are just wanting to publish 'AVAIL'.
Login into Xestro and click on the Admin tile in the bottom right hand corner.
Then go into Appointments -> Pages -> Edit for each practitioner they wish to publish online
Go to Appointment Types, where you then want to click on 'Options' and enable Healthengine for that appointment type.
Please Note: You must be integrated in order to save the Healthengine option for your appointment type.
Bookings Failing
There are a few different reasons this could happen. We'll break them down below.
Only Allow Same Type Bookings
Remaining in the same Appointment Types page above, once you have added Healthengine as an option, you should see an 'Online Bookings' tab appear in the menu along the top. Click 'Next' to get into this page, and ensure that 'Only allow same type bookings' is unchecked.
If it is enabled, then (in this example) only Healthengine appointment types linked to 'AVAIL' would be bookable in slots painted with 'AVAIL' in Xestro.
You can use this setting to restricts certain appointment types at certain times, and it requires all appointment types to be linked correctly on Healthengine, for you to have those appointment types enabled for Healthengine Bookings, and painted or created in your Xestro calendar.
Publishing Under Multiple Specialties for one Practitioner
As we are unable to duplicate practitioner appointment books on our end for this integration, you will need to ensure Xestro have them setup under each speciality they want to offer and that each name is unique. Once this has been done for you, let us know and we will be able to assist with connecting up their relevant specialties.
Appointment not Divisible by Appointment Length
You'll need to check your appointment lengths on Healthengine are divisible by the minimum appointment length in Xestro.
Please Note: You do not have to have this set in Xestro, but if you do, it will need to be reflected in your Healthengine appointment types.
If you experience any issues, need assistance with making setting up, or would like to organise some time to run through the Xestro integration, please reach out to our friendly Healthengine Support Team via phone, live chat or email support@healthengine.com.au.
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