In this article
Objective
Empower staff to efficiently manage client flow using Lobby and its associated callback service.
When organizations use the callback service functionality, clients can request a staff member call them at their earliest convenience, functioning like a walk-in appointment, but without having to wait in line in-branch.
NOTE: Lobby is an add-on feature. Please connect with your Customer Success Manager to get started.
Steps
Setup the callback service
The callback service is automatically available to organizations using Lobby. It is accessible from the following link:
https://[yourdomainname].coconutcalendar.com/callback-service/
This link can be used on your organization’s website and other digital channels to direct clients to request a phone callback.
Hot Tip!
If certain availability criteria are not met, the callback request service will notify clients that a location is not accepting callback requests at this time.
To ensure the callback request form displays to clients and includes the desired service options:
Confirm the location has staff accepting walk-in appointments during the timeframe callback requests are available to clients
Ensure staff accepting walk-in appointments are assigned the range of service options available to clients requesting callbacks
Ensure that the services available as callback options are available in the lobby:
From the navigation menu, click Services
From Services, click More
Select Available in Lobby or each service available to clients requesting callbacks
Another hot tip!
By default, callback requests can be accepted at any time. To ensure that callback requests are only available during a location’s business hours:
From the navigation menu, click Locations
Navigate to the location you want to update and click the more actions (⋮) icon
Click Edit
From Preferences, select Callback requests can only be submitted during business hours
Customize the callback request form
The fields and messaging that display in the callback request form are customizable from Lobby Management settings. For more information, please refer to Lobby Setup.
The following demonstrates a client's experience completing the callback request form.
Facilitate a callback request
Callback requests, once completed, display for staff in Lobby as a new “virtual” walk-in appointment.
For more information, please refer to Facilitate a walk-in appointment.
A note on access and visibility
Admins can access Lobby Management settings, edit locations, and edit services.
Admins, managers, and staff users can facilitate walk-in appointments.