Your Coconut Team

Here’s the latest evolution of Lobby & Visitor Management to support self-serve channels for your walk-ins. Today, clients need to interact with a shared iPad (using our kiosk app) or speak with a greeter to be added to the queue.

With the Online Queuing feature, your clients can now scan a QR code using their mobile device on the door (perhaps on a poster!)bringing them to a page to add themselves to the queue.

These walk-in clients show up in Coconut the exact same as the other walk-in registration channels (like the kiosk)providing a consolidated view of everyone waiting for assistance.

Only available for Lobby customers and only for Beta participants. Want to try this exciting new feature out?

Whoohoo! We now support appointments that require multiple staff to participate. This will be helpful for those services that would benefit from having a few subject matter experts participating, such as a wealth management discussion with a Financial Advisor, Portfolio Manager and the client.

Here’s how it works - the appointment's location and service are based on the organizer of the meeting, then add an unlimited number of additional staff, regardless of their assignments!

Multi staff appointments can be created through both the Schedule and booking shortcuts.

We’ve made necessary changes to the Schedule, Booking Shortcuts, Modern Client View, Staff Dashboard, Insights, and Notifications parts of our product to facilitate this feature set.

Want to take it for a spin? Make sure you’re part of Beta.

This would be helpful for those of you operating with specific compliance requirements on length of data records. If you’re interested in this feature please contact your Customer Success Manager. We’ll need to know the duration of time between collecting the data and anonymizing it.

Snappy, speedy updates for Lobby & Visitor Management - for our customers that have a massive number of locations, we’ve made the experience much quicker. There is no UI update to this, but your hair will be blown back by the speed of the screen. Enjoy!

Enterprise readiness for Insights - again, no UI updates just loading at the speed of light.

If you’re using the open API, we now require confirmation code to cancel or reschedule an appointment so please ensure you are sending this value.

You now have the ability to update the verbiage provided in the callback feature - we've removed the static messaging and instructions so that you now have complete control over the turns of phrase. You can update this through the existing settings.

The callback feature also now shows the projected wait time when a client selects a service. They'll now know the projected wait time before they even add themselves to the queue.

A few improvements for Lobby view:

If you’re a customer who has a significant number of appointments in a week, say more than 1000 events displayed, you’ll want to read this.

We’ve addressed the issue where managers were only able to see services they performed in their Insights reports. Managers can now see all services at their location, even when the manager is not a service provider. This helps to, you know, manage at their location.

An issue on the staff list has been fixed where the staff profile could not be updated when multiple fields were updated (e.g., the staff profile wouldn’t save the preferred language of a staff when also changing the meeting methods they support).

We addressed an issue with Meeting Spaces where a cancelled appointment prevented another appointment from using the same meeting space.

Sometimes the Virtual Meeting information was not included in the appointment emails. Yikes! It’s now fixed!

We had a number of minor issues discovered with the new location step (launched in October in Beta). We wanted to ensure we have a chance to address these issues prior to the full release to all our customers. Since we have now fixed these items, stay tuned - this improvement is coming to your Coconut platform shortly!

We had an issue with the assignments screen loaded slowly if there were an enormous number of locations to display. This is now fixed and will only apply to you if you have many, many locations in the assignment screen. You know who you are.

Fixed an issue with custom messaging on the client view where removing calls to action would cause their content to overwrite another call to action. No one wants a “CTA thunderdome.”

We found an issue on the time step of the client view where weekday availability could have been displayed incorrectly when using the French locale. Fixé. Pas de problème maintenant!

Fixed an issue where in very specific circumstances an appointment wouldn’t be able to be booked with a booking shortcut on the client view when on a mobile device.

Previously, if a location did not have anything entered for a name, we would display nothing throughout Coconut for the name of that location. Very mysterious! We now have a fallback so if a location does not have a name, we will use the address of that location.

Fixed an issue where some users were receiving a timeout notice on the Schedule page, even though they were actively using the page.

Fixed an issue where some Contact Center users were unable to access Coconut. These hard working individuals can now easily sign into Coconut so they can get their jobs done.

Fixed an issue where some users were unable to access the Schedule page in Internet Explorer 11.

Fixed an issue on the client view where in very certain circumstances the time zone would not be detected when using Internet Explorer 11, and a location parameter was included in a booking shortcut.