Integrating Coconut with Salesforce allows you to seamlessly sync appointment, walk-in and customer data, eliminating manual entry and ensuring consistency across both platforms.

Note:

Salesforce is a paid add-on. Please connect with your Customer Success team to get started.

Overview

Our Salesforce integration connects Coconut with Salesforce to keep appointment details aligned. When an appointment is created or updated in Coconut, the information is automatically synced to the corresponding record in Salesforce. This provides a complete and up-to-date view of all customer interactions.

Supported Record Types

Our integration supports the following record types:

Leads
Contacts
Accounts (Person Accounts)

Key Features

Automated Data Sync: Appointments created or edited in Coconut are instantly synced to Salesforce.
Automatic Lead Creation: New clients booking appointments will have a Lead automatically created for them in Salesforce.
360-Degree Customer View: View all upcoming and historical appointments directly on the Lead or Contact record in Salesforce.
Support for Walk-Ins: Walk-in appointments are synced to Salesforce once they are marked as complete, canceled, or no-show.
Custom Field Mapping: Map custom questions from your booking process to custom fields in Salesforce to capture more detailed client information.

How it Works

New Appointment: When a new appointment is scheduled in Coconut, a search is done for an existing Lead or Contact in Salesforce that matches the client's first name, last name, and email.
Matching Record Found: If a match is found, a new event is created and associated with that record.
No Matching Record Found: If no matching record is found, a new Lead is automatically created with the client's details, and the appointment event is linked to the new Lead.

When an appointment is scheduled in Coconut, the following logic is used to create a lead and/or contact in Salesforce

Walk-In Appointments

Walk-in appointments are synced to Salesforce differently than scheduled appointments to ensure data accuracy.

Sync Triggers: A walk-in appointment will only sync to Salesforce after its status is changed to Complete, No Show, or Cancelled.
Subject Identifiers: To easily distinguish between appointment types, a suffix is added to the event's subject line in Salesforce:
- Walk-In Appointments: [Walk-In]
- Scheduled Appointments: [Appointment]

Note:
All changes to appointments or walk-ins must be made in Coconut. You can use the "Edit through Coconut" button on the Salesforce event page to ensure changes are saved and synced correctly.

Syncing Appointments Without Assigned Staff

Previously, appointments without an assigned staff member would not sync. This functionality has been enhanced.

Requirement: An administrator must configure an "Unassigned events owner" in Coconut's CRM settings.
Function: When an appointment or walk-in is created without a staff member, it will sync to Salesforce and be assigned to this designated default user.
Configuration: To set this up, navigate to Settings > CRM in Coconut and enter a valid Salesforce User ID into the "Unassigned events owner" field.

Frequently Asked Questions (FAQ)

Q: Why isn't a new walk-in appointment showing up in Salesforce?

A: Walk-in appointments only sync after they have been moved to a final status: Complete, No Show, or Cancelled.

Q: I edited an appointment in Salesforce, but the change didn't sync to Coconut. Why?

A: The sync is one-way from Coconut to Salesforce for changes. All edits must be made within the Coconut embedded modal in Salesforce. Use the "Edit through Coconut" button on the Salesforce event for future edits.

Q: An appointment without a staff member failed to sync. What should I do?

A: An administrator must configure an "Unassigned events owner" in your Coconut Calendar CRM settings with a valid Salesforce User ID. If this field is empty or the ID is invalid, the sync will fail.

Q: How can I tell the difference between a walk-in and a scheduled appointment in a Salesforce report?

A: You can filter or sort by the event's Subject line. Walk-ins will contain [Walk-In], and scheduled appointments will contain [Appointment].

Additional Resources

For more information on connecting Salesforce with Coconut, please refer to this article.

For more information on field mappings for the Salesforce<>Coconut integration, please refer to this article.

A note on access and visibility

Coconut admin users can access Settings and input integration details in Coconut.