- Using the direct link
- Request form workflow
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.
Link to Phone Callback Request Form
You can add a call-to-action in your digital channels, sending them directly to the Phone Callback request form, either to the location selector or to a specific location. 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. You'll be able to access it via this link - https://[yourdomain].coconutcalendar.com/callback-request/.
Request form workflow
Clients will fill out a request form (available in any of your supported languages) which can include any custom questions you have created (currently in dropdown or text box format). 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) this information can be included or edited via the Wait Time Content in the Lobby Management Settings.
After submitting the callback request, clients receive a 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 on the Lobby Management Settings.
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. This is the Manager view as to which staff members are taking phone callback requests.
At that point, any staff member can then virtually “greet” the client and complete the Phone appointment.
Once the phone call is completed, staff can complete the appointment in the system to help with tracking and to keep their schedule up to date.