Set Up an Advanced Matching Funnel

Objective

Use Advanced Matching to ask clients / customers a few questions after they select a service. Based on their answers, Coconut guides them to the staff category best suited to help them.

In this article

• Before you begin
• Plan your funnel
  • Create a funnel
  • Add the funnel to a service
  • Add questions and answers
  • Choose where each answer leads
  • Preview your funnel
  • Publish your funnel
• What happens next?
• A note on access and visibility

Before you begin

Before you start, make sure:

• Advanced Matching is enabled for your organization (Connect with your CSM if you do not have it enabled.)
• You have permission to access Advanced Matching in Vendor Settings
• Appointment Booking and Booking Shortcuts are enabled
• The services you want to use have the correct staff categories assigned
• Staff in those categories can be booked and have availability
• You know which service or services the funnel will be used with
• You have planned the questions, answer options, and destination staff category for each answer

Plan your funnel

A funnel starts after a client selects a service in the client view. Each service can have one Advanced Matching funnel, and you can use the same funnel for more than one service.

Keep your funnel short. Every question should help determine where the client should be routed. An answer can send the client to another question, to a staff category, or back to the regular booking experience without applying an additional matching filter. 

For example, you can have it set up so when a client selects the service “Mortgages” this can then route to a specific staff category based on the size of the mortgage, if you decide to have it set up this way. Connect with your CSM to discuss the best way to set up your funnel.

Create a funnel

1. From the navigation menu, click Settings.
2. Click Advanced Matching.
3. Click Create funnel on the top right.
4. Enter a name that describes the client need or service area.
5. Save the funnel as a draft.

Add the funnel to a service

1. Open the funnel you want to use.
2. Select the service or services where you want the funnel to appear.
3. Save your changes.

Add questions and answers

1. Add your first question.
2. Enter the answer options.
3. Add another question if you need more information to determine the client’s route.
4. Continue until you have collected the information needed for routing.

Use simple language that clients will understand. Only ask questions that can change the client’s booking path. 

Choose where each answer leads

For each answer, select one of these destinations:

• Another question in the funnel
• A staff category
• The regular booking experience without an additional matching filter

If you route an answer to a staff category, make sure the category includes staff who can provide the selected service and have bookable availability.

Preview your funnel

1. Save the funnel as a draft.
2. Click Preview.
3. Test every answer path.
4. Check the question order and answer wording.
5. Confirm that each answer leads to the intended booking experience.
6. Check that the expected staff and appointment times are available.

Preview lets you test a draft before clients see it through the regular booking experience.

Publish your funnel

1. Fix any issues found during preview.
2. Confirm that the funnel is connected to the correct service or services.
3. Confirm that every answer has a destination.
4. Click Publish.
5. Confirm the publish action, if prompted.

Once published, the funnel is available to clients who select an attached service.

What happens next?

When a client selects a service with an Advanced Matching funnel:

1. The client answers the funnel questions.
2. Coconut follows the route connected to the client’s answers.
3. If the route leads to a staff category, Coconut uses that category in the booking experience.
4. If no published funnel is connected to the selected service, the client continues through the regular booking experience.

A note on access and visibility

Your Coconut permissions control access to Advanced Matching. If you cannot see Advanced Matching in Settings, ask your organization administrator to check your permissions.

Only a published funnel connected to the client’s selected service appears in the regular booking experience. Draft funnels are available in Preview but are not shown to clients. Archived funnels are not shown to clients.