Objective

Empower staff members to provide multiple services as part of one walk-in engagement by enabling multi-service walk-ins for Lobby.

NOTE: Lobby is an add-on feature. Please connect with your Customer Success Contact to get started.

Steps

With multi-service walk-ins, staff members can add a walk-in to the queue that includes multiple services. This multi-service walk-in can be facilitated by one or multiple staff members, depending on which services are part of the walk-in and staff members’ service assignments.

Add a multi-service walk-in

To add a multi-service walk-in:

From the navigation menu, click +New
Click Walk-in
The walk-in screen displays; enter a display name for the customer/member
- NOTE: The display name will show on screens in-branch so that customers/members may see how the queue is progressing
- Hot Tip! Enter both a first and last name if you want to associate the walk-in appointment with a pre-existing customer/member
Enter a phone number and/or an email address, where required
- NOTE: Coconut recommends entering a minimum of one contact method so that notifications can be sent to the customer/member to ensure their walk-in is not missed if they momentarily leave the branch while waiting
Confirm Use provided info to find an existing client… is selected if you want to associate the walk-in appointment with a pre-existing customer/member
Enter private notes regarding the walk-in appointment in the Notes field
Select the Meeting Method
Select the desired services
De-select Send SMS confirmation if you do NOT want to send a text message walk-in appointment confirmation to the customer/member
Click Add to Queue

How wait time is calculated for multi-service walk-ins

Approximate wait time for multi-service walk-ins is calculated using the service duration (or staff’s recent average handle time, depending on your organization’s Lobby configuration) for the first service selected when booking the walk-in engagement.

For example, Angela visits her nearest branch. She wants to see someone as soon as possible about opening a savings account and also would like to discuss getting pre-approved for a mortgage. A staff member adds Angela to the queue, selecting a 30 minute savings account service, then a 45 minute mortgage pre-approval service. The approximate wait time at that location will be the current wait time + 30 minutes. If the mortgage pre-approval service had been selected first, the approximate wait time would be the current wait time + 45 minutes.

Hot Tip: Why isn’t the walk-in displaying?

If the walk-in appointment is not displayed on the Lobby view, it is most often because the location where the walk-in is booked is not selected. To resolve this, select the location that corresponds to where the walk-in appointment will take place from the location filter on the Lobby view.

Add another service to the multi-service walk-in

To add another service to a multi-service walk-in:

From Unassigned events in the dashboard, click Select
From one of the events, click View
Click More
Click Add new Queue Service
Select the desired service
Click Add

A staff member can add a service to an ongoing walk-in engagement by clicking More and then Add new Queue Service

Facilitate a multi-service walk-in

Each service within a multi-service walk-in displays in the dashboard. Depending on the services included in the multi-service walk-in and staff assignments, all services may be facilitated by the same staff member, or the multi-service walk-in may be facilitated by multiple staff members.

Fully facilitate a multi-service walk-in

To facilitate all of the services associated with a multi-service walk-in:

From Unassigned events in the dashboard, click Select
From one of the events, click View
Click Start to begin the appointment
Click the Edit icon to add private notes as you facilitate the appointment
Click Save to update
Click the Questions tab to answer any private questions associated with the appointment
Click Save to update
Click Finish 1/x to complete the first service in the walk-in

The first service in the multi-service walk-in completes and the next service displays. Click Start to begin facilitating the next service in the multi-service walk-in.

Partially facilitate a multi-service walk-in

To facilitate some of the services associated with a multi-service walk-in:

From Unassigned events in the dashboard, click Select
From one of the events, click View
Click Start to begin the appointment
Click the Edit icon to add private notes as you facilitate the appointment
Click Save to update
Click the Questions tab to answer any private questions associated with the appointment
Click Save to update
Click Finish x/x to complete the current service in the walk-in

The current service in the multi-service walk-in completes and the next service displays. Click the close icon to return to your dashboard. Services that are associated with the multi-service walk-in that you can perform, as well as other walk-in engagements, display in Unassigned events.

How walk-in availability impacts a staff member’s schedule

When a staff member begins a walk-in appointment (clicks Start), the duration for the service they’re performing is added to their schedule in the same way it is for a pre-booked appointment. During that time, the staff member is not available to be booked through the online booking flow (client view). If another staff member attempts to book the appointment-facilitating staff for that time through Coconut, they will receive a double-booking warning message.

Additional Resources

For details on setting up Lobby, please refer to this article.

For more info on how to edit a walk-in engagement, please refer to this article.

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 update the status of a walk-in appointment or 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: