Clients can now request to be called back when the next staff member is available, instead of waiting on the line. This is available out-of-the-box for all Lobby Management customers, as well as on a trial basis for other customers as part of Coconut’s COVID-19 response plan. Please contact your Customer Success Manager for more details.

You can add a call-to-action in your digital channels, sending them to a preferred location selector, or to a link to a specific service. The direct link is useful for a virtual location where all your branch staff can easily share a single list of clients to call back.

Clients will fill out a request form (available in any of your supported languages) which can include any custom questions you have created. They can then choose from any Phone supported services available at that location.

On the request form, you can enter your own custom explanation text which appears on the side of the request form. This is a free text box that you can use for any communications (marketing, sales or help).

After submitting the callback request, clients receive a text message that they were added to the list to be called back. If you’d like, the confirmation page can show the expected wait time for the callback, as well as provide an area for any additional text you’d like them to read, all easily configurable by you.

Clients are added to the Lobby as an on demand Phone appointment (also known as a “virtual” walk-in!) and show up in the Lobby Drawer on the Staff Dashboard. At that point, any staff member can then virtually “greet” the client and complete the Phone appointment.

Booking Shortcuts are now available for meeting methods - this means you can provide a URL that will allow your clients to directly book a phone or video appointment. This will help reduce the amount of time it takes to get from first point of contact to a confirmed booking.

You can now limit meeting methods for staff and clients. This means that staff can be set up to be the sole booker of in-branch appointments, which limits options for clients to book an appointment via phone or video. If a client wanted to book an in-branch appointment, they’d need to call in. This helps manage foot traffic, and is available as an extra configuration of the service meeting method settings.

Staff can create their own meeting links, such as adding a unique meeting link to a video appointment, instead of only using the default. This is helpful for security and privacy so that staff don’t use the same link for every appointment. For example, if you have a meeting that runs long, there wouldn’t be an issue with someone arriving before your previous meeting had finished. If staff don’t have a personal link, they can create one manually.

Updated the settings for Client View to include location selection when choosing to book a Phone and Video Meeting - this means a client can be matched with a staff member at a preferred location or one that is nearby, even if they are meeting virtually. This would be helpful for future relationship building between staff and clients, locating a staff member that the client worked with in the past, as well as making in-branch follow ups easier.

The Contact Center now has the ability to manage meeting methods on the appointment. This is helpful as it provides the contact centre representative with the same experience that a staff member or client would get in the schedule or client view.

Staff can now set their own preference for meeting methods.

You can now add notes for context on an adjustment - this would be helpful to explain why an hour adjustment is happening, or to note a holiday for example.

Removed “Holiday” specific adjustment form as all functionality provided by “Holiday” type is incorporated into the new form for “Business Hours” Adjustment

You can now adjust Business Hours to apply to one or all locations for the organization, and to repeat yearly (previously only available with the “Holiday” type)