Objective

Empower staff to efficiently manage the flow of customers/members using Lobby.

Getting Started

Once enabled, Lobby is setup by an admin through Settings. This includes configuring estimated wait time, online queuing, lobby view, lobby TV configuration, and kiosk configuration settings.

When enabling Lobby, inform your Customer Success Contact whether you want to enable multi-service walk-ins. Multi-service walk-ins allow staff to add a walk-in to the queue that includes multiple services. These walk-ins can be facilitated by one staff or multiple staff members, depending on their assignments.

To begin:

1. From the navigation menu, click Settings

2. Click Lobby Management

Estimated Wait Time

1. Select how wait time is calculated

• Use service duration: Calculate wait times based on the length of time set for the selected service

• Use staff’s recent average handle times: Calculate wait times based on how long it is currently taking staff to complete an appointment for the selected service (this is based on an average of the last 30 days)

• Toggle on/off the estimated wait time display settings based on your organization’s preferences and objectives

Customers/members can review estimated wait times when they join the line/add themselves to the queue and also receive an estimated wait time as part of their confirmation details

Hot Tips!

• Toggle on Show wait time in the kiosk if you want the estimated wait time to display to customers/members as they complete the workflow to join the line/add themselves to the queue

• Toggle on Show wait time for locations on the client view if you want the estimated wait time to display to customers/members as they book an appointment using the online booking experience

Online Queuing

Online queuing settings determine what is shared with customers/members when they use Lobby to join the line/queue.

1. Enter any message or information you want to display to customers/members once they begin the process of adding themselves to the queue

   • By default, this message states: “Add yourself to be seen today. When a staff member is ready to serve you, we’ll notify you to come back.
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     Customize the messaging/instructions you provide customers/members when they are joining the line/adding themselves to the queue

2. Enter any information you want to display to customers/members on the confirmation screen
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   Customize what is communicated to customers/members when they successfully add themselves to the queue/join the line

3. Toggle on/off whether location details will display for customers/members if phone callbacks are not available at that location

   • If phone callbacks were previously available at a location, enabling this setting will provide customers/members with contact information so that they can access services in-branch instead

4. Toggle on/off whether your organization wants to allow customers/members to join the line instead of booking an appointment

5. Toggle on/off whether customers/members will be required to complete questions associated with the service they are requesting as part of joining the line

6. Select what customer/member details are required/optional/hidden when they are adding themselves to the queue/joining the line

Lobby View

Lobby view settings determine what staff are able to view or do when accessing Lobby.

1. Toggle on/off whether staff are able to update a walk-in appointment status from Lobby

   • Admins and managers can complete this action by default

2. Toggle on/off whether walk-in appointments that are in progress display in the Lobby view

3. Toggle on/off whether staff can change the location from the location dropdown in the Lobby view

4. Toggle on/off whether past walk-in appointments will display in the Lobby view

Lobby TV Configuration

Lobby TV configuration settings determine the behavior and formatting of content displayed on Lobby screens in-branch.

1. Toggle on/off whether the location’s QR code will be displayed on the in-branch display

   • If enabled, customers/members will be able to scan the QR code from the display to join the line for a walk-in appointment or check in for a pre-booked appointment

2. Toggle on/off whether the token that is passed to the Lobby TV to keep details up-to-date is passed as a query parameter for increased security

3. Toggle on/off whether the icons that display on the Lobby TV will use the same branding color as the Highlight Color set for the online booking experience (Client View)

Download a location’s Lobby QR Codes

If enabled, your customers/members can scan a QR code that directs them to join the line for a walk-in engagement or check in for a pre-booked appointment.

To download a location’s Lobby QR Codes:

1. From the navigation menu, click Locations

2. Click the download (CSV) icon

3. Select Lobby TV QR Code

4. Click Download

A .zip file is downloaded that includes a QR codes folder. Navigate to this folder to retrieve the QR codes for each location.

Kiosk Configuration

Kiosk configuration settings determine the behavior of the web app being used on your branches’ kiosks/tablets.

1. Enter a custom redirect in the Custom Kiosk Redirect URL field if you want the kiosk to load a different URL once a customer/member is finished using the kiosk to check-in or join the line

   • By default, the original kiosk URL for that location is re-loaded; leave this field blank if you want to use the default behavior

To copy a location’s Kiosk URL:

1. From the navigation menu, click Locations

2. Navigate to the location you want to copy the URL for

3. Click the more actions (⋮) icon

4. Click Copy Kiosk Link

Enable Lobby on a kiosk

To enable Lobby on a kiosk at your organization:

1. Copy the kiosk URL for the desired location. To do this:

   • From the navigation menu, click Locations

   • Navigate to the desired location

   • Click the More Actions (⋮) icon

   • Click Copy Kiosk Link

2. Open the browser you will use on the kiosk (tablet) and set the URL to the kiosk link you copied in the previous step

3. Update the kiosk’s (tablet’s) settings to Guided Access Mode

   • For additional details on how to set Guided Access Mode, refer to this video

Hot Tip!

If a customer/member is using the kiosk/web app to check in for a pre-booked appointment, but cannot find their scheduled time, this is most likely due to the fact that an appointment is only searchable in the web app if it is within 30 minutes of the scheduled time. This is to help protect the privacy of your customers/members.

Next Steps

Once Lobby is enabled and setup, staff's availability to facilitate walk-in appointments and a location's availability to accept walk-in appointments must be determined. For more information, please refer to Manage availability to facilitate walk-in appointments.

Set Notifications

Once Lobby is enabled, additional notification settings can be configured. These include next-in-line notifications for customers/members and walk-in-added notifications for staff and locations.

Set Next in Line Notifications

1. From the navigation menu, click Settings

2. From Notifications, click Clients

3. Toggle on Next in Line Notifications to Next in Line Notifications are enabled

4. Select whether notifications will be sent to customers/members automatically (system-triggered) or manually (giving staff more ownership over timings)

   • If manual, select the notification method (text messaging only or text messaging and email)

Set Walk In Added Notifications for Staff

1. From the navigation menu, click Settings

2. From Notifications, click Staff

3. From Walk In Added Notifications, select whether staff will be notified by email, text messaging, or both

Set Walk In Added Notifications for Locations

1. From the navigation menu, click Settings

2. From Notifications, click Locations

3. From Walk In Added Notifications, select whether locations will be notified by email, text messaging, or both

4. Toggle on Admin and Manager Notifications to Admin and Manager notifications are enabled to ensure managers and admins also receive walk-in-related notifications

Set specific location instructions

You can include location-specific instructions for users receiving SMS notifications for walk-in engagements. These are configured in a location’s settings. To set location instructions:

1. From the navigation menu, click Locations

2. Navigate to the location you want to add instructions to

3. Click the more actions (⋮) icon

4. Click Edit

5. From Preferences, add instructions in the Location Instructions field

6. Click Save

A note on access and visibility

Admins can configure Lobby settings.