Objective
Increase digital engagement with your clients/members by including phone & video appointment options at your organization.
Steps
Getting started with phone & video appointments requires enabling the feature and setting a default video provider.
Enable Phone & Video Appointments
To enable phone & video appointments, connect with your Coconut Customer Success contact.
Set default video provider
Once phone & video appointments is enabled, you can set your default video provider by connecting it to Coconut. To do this:
From the navigation menu, click Settings
From Integrations & API, click Video Calls
Do one of the following:
If using Coconut Connect, confirm that Connect is on
Connect to your video platform (Teams or Zoom)
For more information on connecting Coconut with Microsoft® Teams, please refer to this article.
For more information on connecting Coconut with Zoom®, please refer to this article.
Services and Phone & Video Appointments
Services can be configured to include in-person meeting methods, digital meeting methods, or both.
Services can also be configured to require a location selection when a client/member books a phone or video appointment. This can be helpful if regulatory requirements for a service your organization provides vary by region.
Determine which meeting methods will apply to a service when adding or editing a service
For information on how to set the meeting methods for a service, please refer to this article.
Staff and Phone & Video Appointments
Which meeting methods apply to which staff is set when creating the staff member or by editing their record after they have been added to Coconut.
Which meeting methods a staff member can be scheduled for can be set in their Staff record
For information on how to set a staff member’s meeting methods, please refer to this article.
The online booking process and Phone & Video Appointments
How phone & video appointments are presented to clients/members as part of the online booking process is customizable. For example, location selection can be required when booking a phone or video appointment. This means a client can be matched with a staff member at a preferred or nearby location, even when they are meeting virtually. This can be helpful for strengthening client/member relationships and simplifying in-branch follow-ups.
Customize how phone & video appointments are presented to clients/members during online booking through Client View settings
For more information on configuring the Client View, please refer to this article.
A note on access and visibility
Admin users can connect their video call provider with Coconut through Settings, and set phone & video appointments preferences for Services, Staff, and Client View Settings.