Overview

Financial institutions can offer remote advisory services by embedding a "Join the Line" button on their public website, directing clients to a virtual branch. When configured correctly, this enables customers/members to initiate video walk-ins from home.

This document outlines how the system behaves when a customer/member uses the "Join the Line" button for virtual video walk-ins, under different staff configurations and availability conditions.

General Flow

1. Customer/member clicks a link or button on the FI’s website that directs them to the standard walk-in flow but for Video meeting method and a virtual location.

2. They are added to the virtual branch queue for a service that supports video meetings.

3. If successful:

   • The customer/member receives a confirmation email stating they’ve joined the queue.

   • They are informed they’ll receive a video meeting link once the meeting begins.

4. Staff assigned to the service and configured for remote walk-ins can view and take the walk-in.

Visibility Rules Summary

• The system checks both the staff’s location context (lobby ID) and their Remote in Branch configuration.

• If staff are eligible and viewing the virtual location or are remote-enabled, they will see the walk-in in the queue.

Fallback Message (No Staff Available)

If no advisors are available (e.g., outside business hours or no eligible staff assigned):

• The customer/member is shown a message indicating that video walk-ins are currently unavailable.

• Services requiring staff at the virtual branch will not be shown if no one is designated for that service.

• It is important to note that unless the virtual branch has a staff member taking walk-ins Remote staff will not prevent the “video walk-ins are currently unavailable” message.

Key System Dependencies

• The visibility of walk-ins in the dashboard depends on:

  • The staff's On Demand eligibility, OR

  • Their current view (e.g., Virtual Branch) in the Dashboard.

• Customer/member will not receive a video meeting link until an advisor accepts the walk-in.

• Proper configuration of notifications is required for full experience delivery.

Prerequisites

• A virtual location is created

• Video services are available at the virtual location

• Advisor on demand is turned on

• Coconut Connect is enabled

• At least one staff member is:

  • assigned to each service available in the virtual branch

  • accepting walk-ins

  • can take video meetings

• Join the line button populated with constructed URL: 
  https://{domain.com}/callback-service/{virtualLocationId}?meeting_method=3