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Calendly - Student name appears with different email address

Make sure student is booking meetings with the same email address on file, each time they schedule

A new record can appear in your QuickList with a student's name but a different email address when:

  • The student books a meeting under the same name but with a different email address.
  • A parent books a meeting for the student but enters their own email in the first field of the booking form.

CounselMore looks for a student record with the email entered first. If it doesn't find one, it creates a new record, which shows up as a duplicate.

How to prevent it

Put the student first on your booking form. Edit your Calendly or Acuity booking form so the student's name and email go in the first fields and the parent's go in a separate, second field. Add an instruction such as: "Please enter the student's name and email first. Add the parent/guardian's name and email in the field below."

Add an alternate email address. Adding an alternate email to the student's record helps CounselMore find the right record when a student books from a different email. Invites always go to the student's main email; the alternate email is used for matching bookings.


Choose which meeting types create records.

  1. Click your account name in the top right corner and select Settings.
  2. In the left menu, click Integrations > Connect Calendly Account.
  3. Next to each meeting type, open the dropdown and choose Do nothing, Create a Prospect, or Create an Active student.

Meeting types set to Do nothing never create a record. Full details: Calendly & Acuity - What Each Meeting Type Creates.


Already have a duplicate record?

Student records can't be deleted. Rename the duplicate so it's easy to recognize, then archive it. See Removing a Student Record: Delete Is No Longer Available.


Meetings not syncing with the Assignments tab?

  • Disconnect and reconnect Calendly from Settings > Integrations.
  • Clear your browser cookies if reconnecting doesn't fix it.

Tip:

Adding an alternate email address helps mitigate this issue.

The invite will always send to the student email. The alternate email is for our Calendly integration. Sometimes our students book under different emails so it helps the system find the right record.

Clients - Quicklist, Duplicate Student Names Appearing

 

Read Closely:

Calendly is integrated with your CounselMore account. It has the capability to auto generate Prospective Clients to the top of your Quicklist. You will adjust your Calendly-CounselMore connection in your Settings menu

1) When setting up your events ask for the Student's Email address to be in the First Position and the Parent Email to be in the Second Position.

2) By putting the student email address in First Position, the students record will populate most effectively into your CounselMore account.

3) You will create different types of meetings in your Calendly account. You may not wish for all meeting types to auto-generate prospective students to the top of your quicklist. Choose which meeting types you would like this to occur with in your Settings menu.

Settings > Scheduling, and update your prospect creation settings.

Whatever event types are checked will produce a prospect student in your counselor portal.

If you notice that the student meetings are not syncing with the assignments tab, try the following steps:

  1. Disconnect and Reconnect Calendly: Try disconnecting your Calendly account and reconnecting it within the CounselMore App.
  2. Clear Browser Cookies: If reconnecting doesn't resolve the issue, clearing your browser's cookies may help restore the functionality.

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