In this article
Objective
Empower staff members to efficiently manage customer/member flow by facilitating walk-in appointments using Lobby.
NOTE: Lobby is an add-on feature. Please connect with your Customer Success Contact to get started.
Steps
Walk-in appointments display in staff and managers’ dashboards. To facilitate a walk-in appointment:
From the dashboard, review what unassigned events exist in the today view
Walk-in appointments display in a user's dashboard as unassigned events
Click Select to view the unassigned event’s summary details
Click Notify to inform the customer/member you are ready to begin the appointment
Click Notify to confirm
Hot Tip! An icon will display next to the NOTIFIED status once it is sent; hover over the icon to review what that status means
Click View to review the walk-in appointment’s expanded details
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 Stop when you are finished meeting with the customer/member
Click Finish to complete the appointment
The completed appointment displays in Dashboard. From Dashboard, you can edit the duration (start/end times) for the walk-in or invite the customer/member to schedule a follow-up appointment.
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.
Review a walk-in from the schedule
Walk-in appointments can be reviewed from the schedule as well. To review a walk-in from the schedule:
From the navigation menu, click Schedule
From the options dropdown, select Walk-in
Click Day to set the calendar to day view
Confirm that Walk-in is selected in Schedule options and that the calendar view is set to Day to review walk-ins in the Schedule
Walk-in appointments now display in the staff member’s calendar, and are indicated by the walk-in icon.
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:
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