Objective

Appointment statuses are key elements for workflows and reporting within Coconut. Understanding the different statuses can help increase reporting accuracy and workflow efficiency.

Reference

Statuses and Flow

There are 6 standard statuses in Coconut, with an additional status for organizations with Lobby Management configured.

Workflow diagram of appointment statuses within Coconut

Confirmed

When an appointment is booked, its initial status is Confirmed. This status informs clients that their appointment time is verified by the system, the staff member has been notified, the event is on the staff member’s calendar, and the client and staff are expected to show up to this appointment. The color indicator is light green.

Arrived (available with Lobby Management)

When Lobby Management is configured, an appointment transitions from Confirmed to Arrived once the client is checked in. Clients can check in through SMS or the Lobby Kiosk, when available. Arrival time is recorded to calculate Lobby Wait Time. While no color indicator displays for an Arrived status, in Lobby, the status changes beneath the client's name from Confirmed to Arrived.

In Progress

An appointment transitions from either Arrived or Confirmed to In Progress when a staff member sets the status from the appointment through Schedule or clicks Start from Dashboard. In Progress duration is calculated as the time from when an appointment is set to In Progress to the time the status transitions to Served. This is the unit of measurement used by Coconut reporting to determine the amount of time a staff member spends with a client for an appointment. As a best practice, transition an appointment to In Progress prior to the staff meeting with the client to ensure greeting time is accounted for. The default color indicator in Schedule is light purple.

Served

An appointment transitions to Served when a staff member sets the status from the appointment through Schedule or clicks Stop from Dashboard. Transitioning an appointment from In Progress to Served sets the finish time for the appointment. The length of time between an appointment moving into In Progress and then into Served is the unit of measurement used by Coconut to calculate an appointment’s handle time. As a best practice, transition the appointment to Served when the client leaves the office or call. The default color indicator in Schedule is light teal.

Completed

An appointment transitions from Served to Completed when a staff member sets the status from the appointment through Schedule or clicks Finish from Dashboard. A completed status indicates that both the client and staff member attended the appointment and immediate activities related to the appointment are complete. The default color indicator in Schedule is light blue.

No Show

An appointment transitions from Confirmed to No Show when a staff member sets the status from the appointment through either Dashboard or Schedule. A No Show status indicates that a client has not attended the appointment at the scheduled time and provided no notice for their absence. The default color indicator in Schedule is light red.

Canceled

An appointment transitions from Confirmed to Canceled when a staff member sets the status from the appointment through Schedule. Alternatively, an appointment can be canceled by the client from the Client View. A canceled status indicates a staff member or client provided advanced notice they would not be attending the appointment. As a best practice, reschedule or reassign an appointment if the client wants to meet for the service, however requires a different date, time, staff, or location. The default color indicator in Schedule is gray.

NOTE: If a client attempts to cancel an appointment to near to the scheduled start time, they will receive an email notification informing them that the appointment has not been canceled, and that the staff member is looking forward to connecting with them about their requested service.