In this article
Objective
Empower staff to efficiently manage the flow of clients using Lobby.
NOTE: Lobby is an add-on feature. Please connect with your Customer Success Manager to get started.
Components
With Lobby, employees can add and engage with walk-in appointments.
Using a tablet loaded with the Lobby URL, clients can:
Check in for pre-booked appointments, alerting staff they have arrived in-branch
Join the line if they do not have a pre-booked appointment
Estimated wait times are provided to clients when they join the line and on in-branch displays.
Lobby and your employees
Admins, managers, and staff roles have access to Lobby. Users can add and edit walk-in appointments and, depending on permission levels, cancel the walk-in.
From the dashboard, employees can review available walk-in appointments, notify a client they are ready to service them, and facilitate the walk-in appointment.
For more information:
Client check-in
Clients can check-in for a pre-booked appointment using Lobby. Checking in alerts the assigned staff that the client has arrived for their appointment without needing to disrupt any other activities happening in-branch.
Hot Tip!
If a client is using the kiosk/web app to check in for a pre-booked appointment, but cannot find their scheduled time, this is most likely due to the fact that an appointment is only searchable in the web app if it is within 30 minutes of the scheduled time. This is to help protect the privacy of your clients.
Clients can check-in for a pre-booked appointment using Lobby; alerting the assigned staff they have arrived
Join the line
Clients can join the line and request a walk-in appointment using Lobby. When joining the line, estimated wait times are provided to the client, based on staff availability, the service requested, and the number of walk-in appointments already requested.
For more information:
Display wait times in-branch
Organizations can display the queue list and estimated wait times on displays in-branch.
For more information:
A note on access and visibility
Admins, managers, and staff can add walk-in appointments.
Admins, managers, and staff can edit walk-in appointments.
Admins and managers can cancel the walk-in appointment from the Lobby view.
Staff can update the status of a walk-in appointment by accepting the appointment and completing the appointment workflow (facilitating the appointment).
NOTE: To allow staff to update the status of a walk-in appointment from the Lobby view:
From the navigation menu, click Settings
From General, click Lobby Management
From Lobby View, toggle on Allow staff to update status from the Lobby View