Objective

Empower staff members to efficiently manage customer/member flow by adding walk-in appointments using Lobby.

NOTE: Lobby is an add-on feature. Please connect with your Customer Success Contact to get started.

Steps

1. From the navigation menu, click +New

2. Click Walk-in

3. The walk-in screen displays; enter a display name for the walk-in

   • NOTE: The display name will show on screens in-branch so that customers/members may see how the queue is progressing

   • Hot Tip! Enter both a first and last name if you want to associate the walk-in appointment with a pre-existing customer/member

4. Enter a phone number and/or an email address, where required

   • NOTE: Coconut recommends entering a minimum of one contact method so that notifications can be sent to the customer/member to ensure their walk-in is not missed if they momentarily leave the branch while waiting

5. Ensure Use provided info to find an existing client… is selected if you want to associate the walk-in appointment with a pre-existing customer/member

6. Enter private notes regarding the walk-in appointment in the Notes field

7. Select the Meeting Method

   • Expand the dropdown for the relevant appointment category

   • Click Select to choose the type of walk-in appointment

   • If At Business is selected:

8. De-select Send SMS confirmation if you do NOT want to send a text message walk-in appointment confirmation to the customer/member

9. Do one of the following:

   • Click Add to Queue to add the walk-in to the lobby queue

   • Click Start to automatically begin the walk-in engagement

The walk-in appointment displays in the Lobby view. Click the more actions (⋮) to update the status of the walk-in, edit the walk-in, or cancel the walk-in (depending on your permissions; please refer to A note on access and visibility for more info).

Hot Tip!

If the walk-in appointment is not displayed on the Lobby view, it is most often because the location where the walk-in is booked is not selected. To resolve this, select the location that corresponds to where the walk-in appointment will take place from the location filter on the Lobby view.

How walk-in availability impacts a staff member’s schedule

When a staff member begins a walk-in appointment (clicks Start), the duration for the service they’re performing is added to their schedule in the same way it is for a pre-booked appointment. During that time, the staff member is not available to be booked through the online booking flow (client view). If another staff member attempts to book the appointment-facilitating staff for that time through Coconut, they will receive a double-booking warning message.

A note on access and visibility

Admins, managers, and staff can add walk-in appointments.

Admins, managers, and staff can edit walk-in appointments.

Admins and managers can update the status of a walk-in appointment or cancel the walk-in appointment from the Lobby view.

Staff can update the status of a walk-in appointment by accepting the appointment and completing the appointment workflow (facilitating the appointment).

NOTE: To allow staff to update the status of a walk-in appointment from the Lobby view:

1. From the navigation menu, click Settings

2. From General, click Lobby Management

3. From Lobby View, toggle on Allow staff to update status from the Lobby View