Where it lives
Click your business name at the bottom of the left menu to open the account menu, then Account menu›Help & support. From there, Try your assistant opens a private chat with Sally so you can see exactly what a customer sees, Contact support messages our NZ team, and Request a feature is where ideas go. On your phone, the same items are in the More sheet.
Quick fixes
The widget isn't showing on my website
Check the snippet is pasted just before the closing
</body>tag and that you've published the site, then hard-refresh so you're not looking at a cached copy. If your builder wants the code somewhere specific, follow the per-builder guide under Embed the widget.You'll see: Try your assistant working in the dashboard even when the site isn't. If it does, the paste location is the problem, not Sally.Bookings aren't appearing in Google Calendar
Open Settings › Account › Connected apps and check the Google Calendar row says Connected. If it says needs reconnecting, click Reconnect and approve Google's prompt. Only bookings made after connecting are written to Google. See Connect Google Calendar.
A customer didn't get a reminder
Email goes on every plan: ask them to check junk and confirm the address on the booking. For a text, check you chose Email + SMS under Reminders & follow-ups, that you haven't reached your plan's text cap (texts pause and reminders fall back to email), and that the customer hasn't replied STOP. See Reminders and SMS opt-outs.
A held slot disappeared from my calendar
If you use confirm to hold, the slot is held only until the customer taps their confirm link. When the deadline passes the hold expires on its own, the slot opens up and goes to your waitlist. That's the feature working: you found out before the chair sat empty.
Sally said she'd pass something to my team. Where did it go?
When she's unsure, or asked about something you don't offer, she takes the customer's name and number instead of guessing. That becomes a callback lead in your inbox, and if it goes quiet you'll see a drafted nudge under Sally's drafts.
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.
Will Sally ever make up a price or a service?
No. She only speaks from the services, prices, staff and hours you've entered under Settings. If something isn't there, she says so and passes it to your team rather than guessing.
Can Sally see my private client notes?
No. Notes you add to a client are for your team only and are never shown to Sally, so she can't read them back to a customer. See Clients & records.
What happens if I hit my plan's booking cap?
Caps are per month and reset on the 1st. If you're regularly bumping into it, that's the sign to move up a plan under Settings › Account › Plan & billing. See Billing & plans.
Is SMS available?
Yes. Email is unlimited on every plan; texts are on every paid plan within a monthly allowance. Choose Email + SMS under Reminders & follow-ups. Customers can reply STOP at any time.
Can I cancel any time?
Yes. There are no contracts. Change plan or cancel from Plan & billing whenever you like; you keep everything until the end of the period you've paid for.
Still stuck on this?
Tell us what you clicked, what you expected and what you saw instead. A screenshot helps. A person replies, usually the same day.
Send us a message