To promote caution and allow for safer engagements for your front line staff and customers, Coconut is providing the ability to host meetings remotely via Phone and Video Conferencing. This solution is compatible with Skype, Microsoft Teams, Zoom and Cisco Webex. As of August, we'll have full video integration with Zoom and Microsoft Teams, meaning an automatic generation of unique meeting links for each video appointment. This removes the need for staff to maintain their own static video links. It also bolsters security and privacy because links don't get reused and there is no chance for someone to accidentally join a meeting if they are early.
Once the feature has been activated, you can set it up using information provided in this article.
What is an Appointment Meeting Method?
An Appointment Meeting Method is an attribute of the appointment that states how the client and staff member will connect for the appointment. It is important to know the meeting method of an appointment because it sets the expectation of where each party needs to be when the appointment starts, and how the appointment will be initiated.
There are three overall meeting methods that are supported:
- In Person: each party is in the same physical business location.
- Phone Call: each party is not in the same physical location, and will speak over the phone.
- Video Call: each party is not in the same physical location, and will meet through a video conferencing software.
How are Appointment Meeting Methods used in Coconut?
Using Appointment Meeting Methods in Coconut will tailor the experience of the client or staff member for the type of meeting method being used. Users can navigate through the entire process, or a booking shortcut can be created for specific meeting methods.
Client View (Modern Layout Only)
The client is guided through the client view to book an appointment, and each decision made will determine what they see next. This is true for meeting method as well, where some steps will be omitted or changed based on what meeting method has been selected.
The client view setting also includes a 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.
This is will it'll look like from the Client's view.
Booking flow based on meeting method:
In Person - At business location:
Service > Meeting Method: At Business Location* > Location** > Staff/Date/Time > Details
* If “Business Location” is the only meeting method supported for a service, this step will not be seen by the client.
** The location will be a location in Coconut.
Service > Meeting Method: Phone > Staff/Date/Time > Details
Service > Meeting Method: Video > Staff/Date/Time > Details
A staff will be informed how the client has selected to meet for the appointment. This will make sure the staff knows to expect, for example whether they need to call the client at the time of the appointment, or if the client will be coming to meet with them at a location.
The event modal will have an input for the meeting method. This allows the staff to see what has been set for already booked appointments. It also allows them to control how the appointment will be executed when booking appointments for themselves or others.
Managing Appointment Meeting Methods in Coconut
Appointment Meeting Methods, as outlined in this document, are only supported when using the Modern layout for the client view. This layout can be enabled under Settings > Client View by logging into the account as an Admin user.
Service can be offered by one or more meeting methods. The client or staff member booking the appointment will be able to choose from the meeting methods assigned.
To set the meeting method, go to Services, and select a service to update or begin by creating a new service. Select the Meeting Method you want to support for this service. You can limit the meeting methods - for example, you could limit in-branch meetings to only be booked by calling in for clients, or only allow staff to be able to book in-branch appointments. This helps manage foot traffic, and is available as an extra configuration of the service meeting method settings.
One of the meeting methods is Video Call. For this, we need to have some connection details to provide to the client so they are able to join the video call at the appointment time. The staff profile has fields for Virtual Meeting Info that is used for this purpose.
To provide the video call connection details, go to Staff, and select a staff profile to update or begin by creating a new staff profile.
Provide the personal video call link and connection information for this staff member. The video call link should be provided separately from any other details, such as dial in numbers or instructions. This will allow Coconut to share the link in the appropriate places for quick access, such as the Schedule or Dashboard.
This information can also be managed by each staff member though the Edit Profile section.
Staff meeting method preference
Staff are automatically set to accept all meeting methods, however staff can manage their personal meeting methods. Staff will only be booked for an appointment when they are assigned to the service and are set for the same meeting method selected by the client.