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
  • Add localized questions and answer options
  • Choose where each answer leads
  • Preview your funnel
  • Publish your funnel
• What happens next?
• A note on access and visibility
• Troubleshoot localization issues

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
• If you plan to use localization, confirm which languages are enabled for your organization and prepare translations for every funnel question, placeholder, and answer option.

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. 

Add localized questions and answer options

Advanced Matching can display localized funnel questions and answer options when localization is enabled for your organization.

For each question, add translations for:

• The question label
• The placeholder, if the question uses one
• Every answer option

To add localized content:

1. Open the question you want to localize the language.

2. Add the language fields available for your organization.

3. Enter manually the translated label, placeholder, and answer options.

4. Repeat these steps for every question in the funnel.

5. Save your changes.

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.

If localization is enabled, test the funnel in each configured language. Confirm that every question label, placeholder, and answer option displays the correct translation.

Confirm that the same answer leads to the same intended route in each language.

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.
5. If the client is using Client View in a supported language, Coconut displays the localized question, placeholder, and answer-option text when translations are available. Coconut applies the route associated with the selected answer, regardless of the language used.

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.

Client View language and staff language are different settings. Selecting a staff member who speaks a language does not change the language of the funnel or the client’s notifications.

When testing a localized experience, set the client’s Client View language using the language selector or a supported language URL parameter, such as `?lang=fr`.

Troubleshoot localization issues

A localized funnel cannot be saved

What it means:

The language fields in the funnel do not use a consistent set of languages.

What to check:

• Confirm that each question label, placeholder, and answer option uses the same languages.
• Confirm that every question in the funnel uses the same languages.
• Confirm that no translated field was added to only one question or one answer option.

What to do next:

Update the language fields so the language set is consistent across the funnel, then save the funnel again.

The localized text does not appear for a client

What it means:

The client’s Client View language may not match a language configured for the funnel, or one or more localized fields may be missing.

What to check:

• Confirm that the language is enabled for the organization.
• Confirm that the funnel includes that language for every question.
• Confirm that the label, placeholder, and answer options have translations for that language.
• Test the funnel again from Client View in the intended language.

What to do next:

Complete the missing translations and preview the funnel in the intended language before publishing or retesting it in the client booking experience.

The funnel displays in one language but some fields display differently

What it means:

One or more question fields may not use the same language set as the rest of the funnel.

What to check:

• Compare the language fields for the question label, placeholder, and answer options.
• Compare the language fields across all questions in the funnel.
• Confirm that the translated text was saved for each field.

What to do next:

Make the language set consistent across the funnel, save the changes, and preview every configured language again.