In this article
Objective
Equip call center employees with access to the real-time data they need to create, manage and modify bookings at any location and for any staff, all on one centralized platform using Contact Center.
NOTE: Contact Center is an add-on feature. Please connect with your Customer Success Manager to get started.
Steps
Setting up Contact Center requires enabling the feature, adding Contact Center staff, setting availability, and confirming visibility settings.
Enable Contact Center
Contact Center is an add-on feature. Connect with your Customer Success Manager to have Contact Center enabled for your organization.
Add Contact Center Staff
Users with the Call Centre role access Contact Center when accessing Coconut. Users with these permissions can access Clients and Help options when logged into Coconut. They can create appointments for all clients at any location and can update profile details for any client. They can also add new clients to Coconut.
To add a staff member with Contact Center permissions:
From the navigation menu, click Staff
Click +Add
Complete the required and, where applicable, optional form fields; ensuring to select Call Centre for the staff member’s role
NOTE: Hover over the question icon to learn more about how that field is used within Coconut
Click Save
Contact Center employees are directed to the Clients view upon signing into Coconut
Hot Tip!
To enable a manager to review appointments created by Contact Center employees and manage these staff members’ profiles:
Create a location that represents your Contact Center
Assign the manager and Contact Center staff to this location
Assign the manager to all locations across the organization
NOTE: This enables the manager to review appointments booked by Contact Center employees and pull reports related to these actions
For more info, please refer to the articles linked in each above-mentioned item.
Set availability
Available appointment times are determined in the same way as the online booking experience for clients (Client View). This includes:
For more info, please refer to the articles linked in each above-mentioned item.
Confirm visibility settings
By default, the Visibility setting for locations, services, and staff must be set to Public to be available for scheduling through Contact Center.
Note: Regardless of visibility settings, a client or member must use the online booking flow or be added by a staff member through the schedule view to book into a group appointment.
To confirm the visibility setting for a location:
From the navigation menu, click Locations
Navigate to the location you want to review
Click the more actions (⋮) icon
Click Edit
From Preferences, set Visibility to Public
Click Save
To confirm the visibility setting for a service:
From the navigation menu, click Services
Navigate to the service you want to review
Click More
From Details, set Visibility to Public
Click Save
To confirm the visibility setting for a staff member:
From the navigation menu, click Staff
Navigate to the staff you want to review
Click Profile
From Details, set Visibility to Public
Click Save
To include additional visibility statuses as options when scheduling appointments through Contact Center:
From the navigation menu, click Settings
Click Contact Centre
From Visibility, toggle on the options you want to make available for scheduling appointments through Contact Center
A note on access and visibility
Admins can configure Contact Center and related settings once enabled by Coconut.