In this article
Objective
Create an appointment for yourself (or another staff member) so that a client has a pre-booked day and time to discuss a specific service.
Create an Appointment From Anywhere
To create an appointment from anywhere within the Coconut application:
From the navigation menu, click +New
Click Appointment
The Schedule Appointment screen will display and you can complete your selections to set the appointment details.
Click Book Appointment
For more details on completing the schedule appointment flow, please refer to this article.
Create an Appointment From Schedule
To add an appointment from Schedule:
From the navigation menu, click Schedule
To open the Schedule Appointment screen, do one of the following:
Click + in the top right corner and select Appointment
Click the desired date and time from within the calendar grid and select Appointment
NOTE: To pre-populate the location and staff member in the Schedule Appointment screen, select the calendar for the desired location and staff member prior to selecting an available date and time
NOTE: To include multiple staff members in the appointment, Multiple Staff Appointments must be enabled at your organization
From the Attendees field in the Schedule Appointment screen, search for and select the client the appointment is for
If the appointment is for a client new to your organization, click New Client and fill in the first and last name, and any other optional client details. (review Add a Client for additional details)
Client details can be updated at a later time by accessing the client’s profile from Clients page (available in the navigation menu)
Confirm the intended staff member is listed as the organizer on the appointment
If not, click the More Actions ellipsis to remove the current staff member
From the Attendees field, search for and select the intended staff member
NOTE: You can also add multiple staff members to an appointment by searching for and selecting additional staff in this way
Select or confirm the date and time for the appointment
NOTE: When at least one staff member is selected for the appointment, a "View Schedule" action will be available under the staff list. This will allow you to see the schedules for the selected staff members for the selected day. See "Viewing Schedule While Creating Appointments" section in this article for more information.
To set a recurrence for the appointment, click Repeat, then set the desired frequency and range
Hot tip! When creating a recurring appointment, set the start and end time for the first recurrence, and then set the number of times that recurrence will repeat
For example, if away for training from 2-4pm Monday-Wednesday:
Set the start date for Monday
Set the start time for 2:00
Set the end time for 4:00
Set the end date for Monday
Click Repeat
From Repeats, select Daily
From End Date, select Wednesday
Click Done
Within Details, select the desired service for the appointment from the Service dropdown
Within Details, select the desired meeting method for the appointment from the Meeting Method dropdown
Within Details, complete the following optional items, if desired:
Click Add meeting space (if available) to book a meeting room for an in-person appointment
If required, search and select an alternative location from the Location field
NOTE: This option is available only to Managers and Administrators
Use Additional Details to enter public-facing notes to share additional information with the clients
From Internal Notes, click Add notes to include information that is not visible to the client, but may be helpful for a staff member facilitating appointments with this client
Click Save
Confirm what, if any, notifications you want to send to the staff member and to the client:
Click Send notification once selections are made
Click Don’t send if no notification to the staff member or to the client is required
The created appointment displays in the calendar within Schedule, with the appointment status set to Confirmed. Click the appointment to review the details and/or edit the appointment.
Viewing Schedule While Creating Appointments
To reduce the chances of creating schedule conflicts while creating an appointment, it is possible to see the schedules for the selected staff members for the selected day within the same Schedule Appointment screen used to create the appointment.
Show and Hide the View Schedule Panel
When you are using the Schedule Appointment screen, there will be a View Schedule button available under the listed staff. If there are no staff members selected, this button will not be shown.
If there are staff selected, and the View Schedule Panel is not open, click View Schedule to open the panel.
If there are staff selected, and the View Schedule Panel is open, click Hide Schedule to close the panel, or click the x in the top right corner of the View Schedule Panel..
Viewing Schedules with the View Schedule Panel
With the View Schedule Panel, you are able to see what events are already scheduled for all selected staff. The staff events are combined in the same schedule view.
The panel will show a single day that matches the currently selected date in the appointment details. The currently selected time will show on the View Schedule Panel as a blue highlighted time block.
NOTE: You can hover over any event to see more details. This is helpful when schedules are busy and the event details are not fully visible.
Selecting Date and Time for Appointment from the View Schedule Panel
To see another day, you can select a different day in the appointment details form, or you can use the navigation arrows (< >) beside the date at the top to navigate to the previous or next day.
To select a different time for the appointment you can change the start time in the appointment details form, or you can click on the desired time on the schedule panel, or drag the time preview to another spot on the calendar.
To adjust the duration of the appointment, you can adjust the start and end time in the appointment details form, or you can expand or shrink the time preview on the schedule by dragging the top or bottom edge of the preview box.
NOTE: The date and time fields on the form, and the selected date and time on the View Schedule Panel will stay in sync. Changing the day on the schedule will not change the currently selected date unless you click on the schedule to select a time for the day shown.
When the selected date and time conflict with current availability or scheduled events, warnings will be displayed to let you know that one or more of the selected staff are unavailable at the selected time. There will be a detailed warning at the top of the View Schedule Panel, and there will be a visual indicator beside any staff that are unavailable during the selected time. The visual indicator will be shown beside the staff regardless of if the View Schedule Panel is open or closed.
Hot Tip!
When viewing your calendar, appointments that are semi-transparent indicate that they are taking place at another location. The appointments are editable by clicking the appointment in the calendar view and clicking the edit icon. To change the location you are viewing, from the location drop-down in the calendar view, select your desired location.
Appointments that are semi-transparent in their display indicate that the appointment is taking place at another location than is selected in the calendar view
Another Hot Tip!
To hover and automatically view internal notes for an appointment in Schedule view, click the schedule filters dropdown and select Internal Notes.
Additional Resources
If your organization is using the Microsoft® Exchange calendar sync, please refer to this Quickstart for more info related to appointments.
If your organization is using the GSuite calendar sync, please refer to this Quickstart for more info related to appointments.
If you are using the Microsoft® Outlook Add-In, please refer to this article for more info.
A Note on Access and Visibility
Admins, managers, staff, and contact center roles can create an appointment.