Before we dive into this month’s updates, we wanted to share a reminder to register for our upcoming product roadmap webinar. This customer-only session will give you an exclusive glimpse of where Coconut Software is heading, including a preview of our Advanced Analytics product.

Date: September 29

Time: 2:00 - 3:00PM ET

Save your seat!

Microsoft has indicated that, as of October 1, they will be discontinuing support for Basic Authentication for Exchange Online, with the exception of SMTP Auth. Please review this statement from Microsoft for more details.

To support your integration of Microsoft Exchange® Server with Coconut, we recommend updating from Basic Auth to OAuth. Please refer to this Help Center article for steps to complete this action.

Now on to this month’s release, which includes:

We recently released 24 hour clock support for our appointment-taking staff, and now we’re extending this functionality to our Contact Center users. Business hours, working hours, and adjustments can all use a 24 hour clock. Staff who would like to use this capability can do so by updating the Time Format setting in their profile.

Additionally, time format for the client view is now determined by the region/locale set on the user's computer, enabling a more personalized scheduling experience.

This enhancement is automatically enabled for all Coconut customers.

We’ve made an enhancement to the appointment booking flow to make it even easier for customers or members to find a nearby location that delivers the service they need. If a customer or member indicates they’d like to meet at a physical location, clicking View available times at other locations displays locations ordered by their proximity to the original location they selected.

This enhancement is automatically enabled for all Coconut customers.

We know that a lot of our customers are integrating the Coconut platform within their own internal systems to simplify the ability for staff to use the power of our solution. Recently, we launched the ability to deep link to the Contact Center so that you can pass to it the ID of the client and also the location or staff category you want to book for. Today, we are announcing the ability to deep link to the schedule in order to preload the right location you want to book at and the client you might want to book on behalf of. The link should be formatted as following: https://<<your unique Coconut platform URL>>/schedule?client_id=<<Coconut client record ID>>&location_id=<<Coconut location record ID>>

Once inside Coconut, your staff will be presented with the schedule for the correct location and, when choosing to book an appointment for one of the staff at that location, the client record will be pre-populated. Just as a reminder, if a client lookup or creation needs to be performed prior to deep linking, our B2B APIs are the perfect companying capability.

This enhancement is automatically enabled for all Coconut customers.

We’ve made improvements to the notification experience when participating in a Coconut Connect call. This includes minimizing notification sounds for chat and waiting participants, as well as increasing the delay between notifications to help minimize distractions and contribute to a smoother experience.

These improvements are automatically enabled for all Coconut Connect customers.

Advanced Analytics will empower your teams to run branches more efficiently, connect appointments to revenue outcomes, and anticipate staff or experience issues before they happen. Advanced Analytics will launch in October and will include exciting features like:

Advanced Analytics will be a paid add on. Please contact your CSM to learn more.

Customers who are using our B2B Appointments API will now be able to return details for canceled appointments including: the canceled status, cancellation reason, cancellation date, cancellation user type (staff or client), and the cancellation user ID (staff or client).

This enhancement is automatically enabled for all Coconut customers.