We’ve introduced a new configuration setting to improve the accuracy of client matching within the Microsoft Dynamics integration.

Previously, when multiple client records shared identical contact information, the integration could match to an inactive record. This could lead to errors when creating or updating appointments tied to those clients.

Administrators can now manage whether inactive contacts are included in client search results by navigating to: Settings > CRM > Settings.

Inactive contacts are included in search results. This remains the default setting to preserve existing integration behaviour.

Only active contacts are considered during client searches. This helps ensure accurate matching and prevents appointments from being linked to inactive records.

This update is automatically available to all customers utilizing the Microsoft Dynamics Integration. By default, the setting is checked (true) so existing search behaviour is not disrupted, but administrators can immediately disable it to exclude inactive records.

We are introducing a new Managed Package for the Salesforce Integration. This package replaces the previous layout syncing method and becomes the new standard for deploying Coconut Embedded Experience components.

This update introduces a self-serve installation model, giving your team greater control, improved visibility, and enhanced troubleshooting capabilities.

Administrators can install and configure the integration without relying on the Coconut implementation team.

Use native Salesforce diagnostic tools and transparent error logs to identify and resolve configuration issues, such as permissions.

Coconut enforces version control to simplify upgrades and maintain consistency across environments.

All new customers setting up the Coconut Salesforce Integration will use this new deployment process.

If you are already using the Coconut Salesforce Integration, no immediate action is required. Your Customer Success Manager will work with you to plan a future migration when it is convenient for your team.

What does Coconut’s Salesforce Integration include?

The new Salesforce Managed Package will be available on May 5, 2026.

As we continue with the rollout of Custom Roles and Permissions, we’re releasing more capabilities that improve visibility and simplify administrative workflows.

Export a complete view of each Custom Role, including metadata and enabled permissions, to support offline review, compliance checks, and change tracking.

Archive roles that are no longer needed while preserving historical data. You’ll also receive clear alerts that’ll help prevent changes to roles that are still assigned to staff.

Use the bulk actions drawer on the Staff page to assign or remove roles for multiple staff. You can also review and adjust changes before applying them.

Custom Roles and Permissions is now available to all customers in Demo environments.

The next group of accounts will receive access in Production on May 27, 2026.

If you have questions about your rollout or migration timing, please contact your Customer Success team.

For more information, refer to the Help Centre articles.

The final Analytics Homepage tab provides a clearer view of how your Branch Services are performing and evolving over time.

This new homepage helps leaders understand engagement trends, identify opportunities, and monitor service performance across locations.

The Growth and Revenue tab introduces five key operational questions, each supported by visualizations to help you evaluate client engagement at both the branch and service level.

Highlight cancelled and no-show appointments to identify where follow-up actions may be needed

Compare engagement levels across branches to spot under- or over-performing locations

Review which services are driving the highest levels of client engagement

Monitor which services are increasing in popularity over time

Identify services that are seeing reduced engagement and may require attention

This new Analytics Homepage tab will be available on May 27, 2026.

We’ve updated how email notifications are handled when completing an appointment to reduce unnecessary communications for staff.

When an appointment status is updated to Complete from the Schedule, the notification modal will no longer include the organizer (staff member) as an email recipient option.

The notification modal now only provides the option to send a confirmation email to attendees, ensuring clients continue to receive relevant updates while minimizing internal noise.

This enhancement will be enabled automatically for all customers on May 27, 2026.

We’ve expanded Meet on Demand to support Microsoft Teams as a video provider.

This enhancement allows your clients to connect with remote staff through walk-in video appointments using a tool your team already knows and uses for scheduled meetings.

Staff can now use Microsoft Teams to host Meet on Demand video walk-ins, providing a familiar and consistent experience across both scheduled and on-demand interactions

To ensure a seamless experience for both staff and customers, we now validate that staff are properly configured with a supported video provider before they can participate in Meet on Demand.

Staff are prevented from enabling availability for remote walk-ins if their video setup is incomplete or unsupported. An alert appears in the availability drawer to guide resolution.

If a staff member attempts to start a video walk-in without proper configuration, they are blocked from proceeding. An alert appears in the event details with guidance on how to fix the issue.

Warnings are displayed when:

We’ve also enhanced the Branch Availability experience to provide clearer visibility into staffing and make it easier to manage availability across locations.

The selected branch name is now displayed at the top of the drawer, along with total available staff counts combining both remote and in-person availability.

Updated wording explains that enabling remote availability allows remote staff to pick up walk-ins. Remote staff counts now include clearer descriptions to indicate exactly what the numbers represent.

Updated wording improves clarity around in-person availability settings. In-person staff counts now clearly reflect which staff are available for in-branch walk-ins.

The staff search function is now located within the in-person staff list, aligning it with where it is most relevant and used.

We’ve enhanced the Video Access Kiosk experience for in-branch video meetings to better communicate meeting status and guide customers through key transitions while they wait for their appointment to begin.

The video room URL has been updated to support an improved experience. Existing links will automatically redirect, so no action is required.

Updated imagery and animations provide a clearer and more engaging experience while customers wait for their meeting to begin.

A new alert with animation and a short sound notification notifies customers when their meeting is about to start, helping ensure they are ready and attentive.

An updated design for the meeting ended screen clearly communicates when a session has ended.

The support for Microsoft Teams and updates to Meet on Demand will be automatically available for all accounts on May 27, 2026.

We’ve made updates to the Availability drawer to improve clarity and make it easier for staff to understand and manage their availability settings.

A formatted status summary now appears at the top of the My Availability tab, providing a quick view of current configuration settings.

Updated language makes it clear that enabling remote availability allows staff to take remote walk-ins from all assigned locations that support On Demand Video in Branch.

In-person availability settings now display only locations assigned for in-person service, removing any locations configured for remote-only support.

The Availability Drawer will be automatically available for all accounts using Lobby on May 27, 2026.