Service Providers NOT getting emails

Hi. We have 3 services, each with one provider. for some reason all service requests are going to our info@ address which is our site's main email. It was under our impression that we could have each service provider get an email for their service. But when we go to Users, select a User, we see that the Appointments+ section is all grayed out (can't edit). Why is that? How do we get it so each User who has a service gets the requests (and not to our site's primary email)? See http://screencast.com/t/R4m516By7p

thannks