In this Article:
What is it?
Reserve with Google is an integration between Coconut Software and Google that allows your customers to book appointments directly into your Coconut schedule from Google Maps and Google Search results. By having the call-to-action available sooner, your customers will know immediately that scheduling an appointment is available to them, and reducing the number of steps to get an appointment will reduce friction in the booking process.
Reserve with Google is available through a shared partnership between Google and Coconut Software. This integration is provided to eligible customers of Coconut Software without any setup required. Coconut will send location, service, and availability information to Google. Only information available from your public Coconut client view will be available through Reserve with Google, ensuring you have full control over what is bookable by your customers.
How does it work?
The location, service, and availability information that you provide to Coconut Software is used for the Reserve with Google integration to allow appointments to be booked through Google maps and search results. This is the same information that is available through the Coconut Software client view.
When a customer performs a search for your institution, the results will include a “Schedule” call-to-action right on the main search results page for each of your included locations. At this point, your customer can decide which location they want to visit for their appointment to begin the appointment booking process.
The customer will be presented with a list of services that are offered at the selected locations. Includes name, duration, and description provided to Coconut. The customer can browse your service offerings to find the one they need, and click “Book” to proceed to the next step.
In the next step, the customer will be presented with the available times for the selected service, at the selected location. The available times will be based on the settings configured in Coconut Software. The customer will select the time that works best for them.
In the final step of the process, the customer will provide their first and last name, email, and phone number. This will be pre populated from their Google account if they are logged in. All that’s left to do at this point is click “Book” to complete the booking process.
Appointments booked through Reserve with Google will appear in Coconut. The client booking and the staff that is assigned to the appointment will receive confirmation notifications of the booking. If you have an integration setup to sync calendars between Coconut and Exchange or Google, appointments booked through Reserve with Google will sync to these external calendars as expected.
Is my company eligible?
Access to Reserve with Google is limited to specific geographic locations, as well as business category. Coconut Software is able to provide the Reserve with Google integration to Financial Institutions in the United States and Canada. Below is a short list of eligible criteria for your company, locations, and services.
- Company has business locations in the United States or Canada.
- Company is a Financial Institution (e.g. Credit Union or Bank)
- Company allows the general public to book appointments online. If the client view is enabled in Settings > Client View, we will consider this to mean that the general public is allowed to book appointments.
- The appointment is for a one-to-one meeting, that takes place at a business location that has an address (physical location).
- Locations have a physical address provided.
- Services are performed at the company’s location.
Please note that this is not eligible by default, you'll need to contact your Account Manager or Success Manager to inquire about Reserve With Google add-on.
How long will it take for changes to locations, services, or availability to show on Google?
Coconut sends complete data feeds to Google once a day for locations, services, and availability. Throughout the day, as events are created and updated in your schedule, the availability will be updated to ensure that available time is removed accordingly to avoid double bookings. If more time is opened up throughout the day, these changes will reflect in Google the next day when the complete data feeds are sent.
Why isn’t there a call to action to schedule an appointment for my location in Google?
Only locations for eligible companies in Coconut will be shared with Google. Please ensure your company meets the eligibility criteria for the Reserve with Google integration.
Coconut will only share locations with Google that are publicly bookable, and are not virtual. A quick way to check if a location will be shared with Google is to see if you can book that location through the Coconut client view, and if it is not set to virtual.
When Coconut shares your location information with Google, they will attempt to match this location data to Google Map locations. If a match is not possible due to an error, Google will not be able to show the schedule call to action in the UI.
Google will base the match on a few data points. Please ensure this data is accurate in Coconut for the best likelihood of finding a match.
- Business address and business category are accurate
- Coconut is only eligible for matching locations that have a business category that is considered as a Financial Institution (e.g., Bank or Credit Union).
If you feel that you have eligible and accurate location information entered in Coconut, but are not seeing the schedule action for the location on Google, please reach out to our support team for assistance.
Why don’t I see my service on Google when trying to schedule with one of my locations?
Only services for eligible companies in Coconut will be shared with Google. Please ensure your company meets the eligibility criteria for the Reserve with Google integration.
Coconut will only share services with Google that are publicly bookable at a physical location. A quick way to check if a service will be shared with Google is to see if you can book that service through the Coconut client view and there is a physical location available to book with.
If you feel that you have eligible and accurate service information entered in Coconut, but are not seeing the service at the expected location, please reach out to our support team for assistance.
Why don't my clients see the same options in Google as they do in Coconut when booking an appointment?
As a third party, Google does not have the ability to create the level of customization that is available with Coconut. Because of this, clients will not be able to select a specific staff member, or be asked the same questions when booking on Google. The only information that can be collected when booking with Google is first and last name, email, and phone number. Appointments will be assigned to available staff based on the same rules used on the Coconut client view when the client does not specify a preference of staff.
What happens if a client wants to cancel or reschedule an appointment booked through Google?
The client has the option to view, reschedule, or cancel any of their Google bookings though the Reserve with Google UI. As well, clients will also have the usual method of viewing, rescheduling, or cancelling through the Coconut client view, and can access this link from the email that is sent after booking or rescheduling the appointment.