In this article
Objective
Equip call center employees with access to the real-time data they need to create, manage and modify bookings at any location and for any staff, all on one centralized platform using Contact Center.
NOTE: Contact Center is an add-on feature. Please connect with your Customer Success Manager to get started.
Steps
Users assigned the Call Centre role access Contact Center when accessing Coconut. With Contact Center, employees are able to schedule appointments for any customer or member at any location. Employees can also update client profile details through Contact Center.
Schedule an appointment for an existing customer or member
To schedule an appointment using Contact Center for an existing customer or member:
From the navigation menu, click Clients
Navigate to the client and click Book
Select the Service, Meeting Method, and Location
Click Select for the corresponding Appointment Detail (Service/Meeting Method/Location)
Click Select to choose the customer/member’s desired service/meeting method/location
From Staff, click Pick anyone available to open the Select Staff view
Select a specific staff member, if desired, or select based on language preference
If required, add attendees:
From Attendees, click the add (+) icon
Do one of the following:
Navigate to the additional attendee and click Add
Search for a specific attendee by name and click Add
Click Add New to create a new customer/member to add to the appointment
From Attendees, click the customer/member’s name to display Attendee Notes and any Appointment Questions related to that service
From Attendee Notes, add any details that you want to display to the customer/member and staff member in appointment-related notifications
Click Appointment Questions (if required/displayed), to answer any general questions related to the appointment
From Appointment Notes, click the edit icon to add private notes to the appointment
NOTE: Details added here are not shared in notifications
Click Book Appointment
The appointment displays on the appointments page.
Note: A customer or member must use the online booking flow or be added by a staff member through the schedule view to book into a group appointment.
Schedule an appointment for a new customer or member
To schedule an appointment using Contact Center for a new customer/member:
From the navigation menu, click Clients
Click Schedule Appointment
From the Add Attendee view, click Create New
Enter, at minimum, a First Name, Last Name, and either Email or Mobile Phone
NOTE: If adding a phone number, confirm the customer/member would like to receive appointment notifications by text and, if yes, check Receive SMS
Click Save
Select the Service, Meeting Method, and Location
Click Select for the corresponding Appointment Detail (Service/Meeting Method/Location)
Click Select to choose the customer/member’s desired service/meeting method/location
From Staff, click Pick anyone available to open the Select Staff view
Select a specific staff member, if desired, or select based on language preference
If required, add attendees:
From Attendees, click the add (+) icon
Do one of the following:
Navigate to the additional attendee and click Add
Search for a specific attendee by name and click Add
Click Add New to create a new customer/member to add to the appointment
From Attendees, click the customer/member’s name to display Attendee Notes and any Appointment Questions related to that service
From Attendee Notes, add any details that you want to display to the customer/member and staff member in appointment-related notifications
Click Appointment Questions (if required), to answer any general questions related to the appointment
From Appointment Notes, click the edit icon to add private notes to the appointment
NOTE: Details added here are not shared in notifications
Click Book Appointment
The appointment displays on the appointments page.
Note: A customer or member must use the online booking flow or be added by a staff member through the schedule view to book into a group appointment.
Modify an upcoming appointment
To edit an upcoming appointment:
From the navigation menu, click Clients
Navigate to the customer/member whose upcoming appointment you want to update
Click Activity
Navigate to the upcoming appointment
Click the more actions (⋮) icon
Click Edit
Make the required changes
Click Update Appointment
Cancel an appointment
To cancel an upcoming appointment:
From the navigation menu, click Clients
Navigate to the customer/member whose upcoming appointment you want to update
Click Activity
Navigate to the upcoming appointment
Click the more actions (⋮) icon
Click Edit
Click Cancel Appointment
If cancelation reasons are included as part of your organization’s Client View settings, a dropdown menu will display, prompting you to select a reason for canceling the appointment; select the reason and click Yes, cancel it to proceed
Update profile information
To update a customer/member's profile information:
From the navigation menu, click Clients
Navigate to the customer/member you want to update
Click Profile
Make the required updates
Click Save
Merge duplicate records
There are times when multiple records for the same customer or member may exist. To merge duplicate records:
From the navigation menu, click Clients
Click Merge
Enter the name for the customer or member in the Duplicate Client field and select the corresponding result
Confirm the Duplicate Client record details are the ones that you want to keep
Enter the name for the customer or member in the Primary Client field and select the corresponding result
Confirm the Primary Client record details are the ones you want to replace
Click Copy>>
Review once more to confirm
Click Save
The information associated with the duplicate record is merged into the primary record and then the duplicate is removed.
A note on access and visibility
Employees assigned the Call Centre role can schedule appointments using Contact Center for any client at any location, update profile information for any client, and create new clients.