Troubleshooting
The widget isn't showing on my website
Check that the snippet is pasted just before the closing </body> tag and that you've published your site. If your builder needs the code in a specific place, follow the per-builder guide on the Embed widget page. After publishing, do a hard refresh of your site (so you're not seeing a cached version). Still nothing? Use Try your assistant in the dashboard to confirm the assistant itself is working, then re-check the paste location.
My bookings aren't appearing in Google Calendar
Open Calendar sync and confirm Google Calendar shows as connected. If it doesn't, reconnect it and approve the Google access prompt. Only bookings made after connecting are written to Google. See Connect your Google Calendar.
A customer didn't get a reminder
Email confirmations and reminders are sent on every plan — ask the customer to check their spam/junk folder, and confirm their email address on the booking is correct. SMS reminders are live on every paid plan within a monthly text allowance; if you were expecting a text, check you've chosen SMS or Email + SMS in Reminders & notifications and that you haven't hit your plan's cap (texts pause at the cap and reminders fall back to email) — see Reminders & confirmations. The customer may also have replied STOP, which blocks texts to their number.
Could two customers book the same slot?
No. Bookings are checked against your calendar, opening hours and existing appointments before they're saved, and the system is built to stop two people grabbing the same slot at once. If you've connected Google, your Google events block that time too.
My assistant said it would pass something to my team — where does that go?
When the assistant is unsure or asked about something you don't offer, she collects the customer's name and number instead of guessing. That becomes a callback lead for your team, and if it goes quiet you'll see a drafted nudge under Suggested.
Frequently asked questions
Do I need a website to use Suddenly Sorted?
No. Every account gets a free hosted booking page you can share in your Instagram bio, on Facebook, or as a printed QR code. The widget is for when you do have a website. See Embed the widget.
Will the assistant ever make up a price or a service?
No. She only speaks from the services, prices, staff and hours you enter in Business setup. If something isn't in your setup, she says so and passes it to your team rather than guessing.
Can she see my private client notes?
No. Private notes you add to a client are for your team only and are never shown to the assistant, so she can't read them back to a customer. See Clients & records.
What happens if I hit my plan's booking cap?
Booking caps are per month and reset each month. If you're regularly bumping against your cap it's a sign to move up a plan — manage that under Plan & billing. See Billing & plans for each plan's caps.
Why did a held slot disappear from my calendar?
If you use confirm to hold, a booking is held while the customer taps their one-tap confirm link. If they don't confirm before the deadline, the hold expires on its own — the slot opens back up and is offered to your waitlist. That's the feature working: you found out before the appointment, not after the chair sat empty.
Is SMS available yet?
Yes. Email confirmations and reminders are unlimited on every plan, and SMS confirmations & reminders are live on every paid plan within your monthly text allowance. Turn it on by choosing SMS or Email + SMS in your Reminders & notifications settings; customers can reply STOP to opt out anytime. See Reminders & confirmations.
Can I cancel any time?
Yes — there are no contracts. You can change plan or cancel from Plan & billing whenever you like.