This feature is not enabled by default. Please reach out to your Customer Success team for more information about enabling this feature.
Objective
Learn how the new Lobby flow enables customers/members to join the queue through the Client View.
What's different?
Whenever Join the Line is chosen from the kiosk, the customer/member gets taken to the Client View instead of the Callback Service form.
This feature also allows customers/members to select a preferred language or a specific staff member when joining the queue through the kiosk.
NOTE: At least one staff member must be available for walk-ins at the selected location in order for Join the Line to appear.
Manage Settings
To control whether preferred language selection or preferred staff selection is available:
From the navigation menu, click Settings
Click Queue Management
Navigate to Kiosk Configuration
Click the toggle to enable Ask client to select their preferred language when joining the line
Click the toggle to enable Ask client to select their preferred staff when joining the line
Admin View changes
Dashboard
The Dashboard now surfaces the booked_through value in event details to indicate how an appointment or walk-in was booked (e.g., Modern Client View, Call Centre, Schedule, etc.).
When a customer/member selects a preferred language or a preferred staff member, they will be displayed on the Dashboard.
NOTE: These values cannot be set at the same time in a realistic setting. Either the preferred language is set or preferred staff is set, never both.
New Walk-in Dialog
To maintain consistency with the Client View flow, the +Add New Walk-in form now includes an optional “Preferred Language” field. Upon selecting a service, the supported languages for the service at the selected location are provided as options in the dropdown.
If a language has been selected and the service is changed, the language field will not change if the new service also supports the selection - otherwise, it will update to None.
For multi-service walk-ins, the first service selected is used to check for available language options.
Locations Table: Accessing the new Kiosk Link
The locations table now includes an additional row action item which allows you to copy the new Kiosk Link for each location (shown as Copy Kiosk Link (new)).
Client View Changes
Language Selection
When this feature is enabled and the client view is visited from a kiosk, an icon beside the language picker is displayed.
Preventing users from navigating away from the kiosk
When this feature is enabled, the “Powered by Coconut Software” logo is no longer clickable. This prevents customers/members from accidentally navigating away from the kiosk.
Join the Line Changes
When this feature is enabled, the Join the Line button brings you to the new Client View Join the Line experience.
After clicking Join the Line, the steps are displayed in the following order:
Service Selection
Note that the services displayed here are only those which have staff available for walk-ins (staff that have Lobby Location set)
Preferred Staff
Note that the languages and users shown throughout this step are filtered by those that can provide the selected service and are available in the lobby (lobby location ID is the selected location)
The preferred staff/language page can appear in a few different states depending on the your settings. For the new Lobby flow, there are two main options that can be enabled:
“Ask client to select their preferred language when joining the line"
“Ask client to select their preferred staff when joining the line”
These options are unique to the new Lobby flow, but whether they actually appear depends on additional client view settings. The system checks:
Is the client allowed to select a staff member?
To manage this setting
From the navigation menu, click Settings
Click Client View
Navigate to the Meeting Details
Navigate to Can clients select a staff member? and select an option from the dropdown
Is the client allowed to choose what language to be served in?
To manage this setting
From the navigation menu, click Settings
Click Client View
Navigate to the Meeting Details section
Navigate to Can clients select to be serviced in a specific language? and click Yes or No
If either of these permissions are set so that the customer/member cannot select a staff member or a specific language, these steps will be skipped while joining the line, even if the Queue Management settings are enabled.
A note on access and visibility
Admins can view and change Queue Management and Client View settings in Coconut.