coconut calendar user guide Page 1 of 46

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1 coconut calendar user guide Page 1 of 46

2 coconut calendar user guide CONTENTS Coconut Calendar User guide overview 4 Staff view Dashboard 5 The Dashboard 5 Staff view Schedule 6 Access your schedule 6 Types of appointments 7 Client appointments 8 Add a new client 9 Add an existing client to an appointment 10 Appointment notifications within a new appointment window 11 Custom questions 12 Busy appointments: personal, sick & vacation 13 Repeating appointments (client or busy appointments) 14 Change hours from the schedule 15 Waitlist (if activated) 16 Staff view Clients 17 Client section 17 Remove duplicate clients (the merge feature) 18 Staff view System setup (admin only) 19 Managing staff 19 User permissions and access 20 Managing locations 21 Services 22 Hours by staff 23 Location hours 24 Open / Closed (everyone) 25 Staff view Company settings (admin only) 26 Notifications 26 Schedule view 27 Page 2 of 46

3 Client View 28 Website integration option 1 Direct Link Website integration option 2 Vanity URL Website integration option 3 Embedding Social 32 Payment 33 Questions 34 Staff view Sync settings My profile sync setup Staff view Reports Report: Schedule by Staff 36 Report: Summary by staff 37 Report: Summary by client 38 Report: Build a custom report Report: Waitlist requests 40 Report: Client activity overview Report: Client contact information Client view Walkthrough Step 1 : Choose a location 43 Step 2 : Choose service(s) 44 Step 3 : Choose staff & time 45 Step 4 : Enter your details 46 Page 3 of 46

4 Coconut Calendar User guide overview Welcome, let s get started! This document is a detailed guide of Coconut Calendar s Online Appointment Scheduling System. This guide is intended to be used by an Administrator user of the system, it is also a great tool for training staff members. Questions & Support Contact our support team today if you have any questions or need help getting setup. support@coconutcalendar.com x2 Page 4 of 46

5 Staff view Dashboard The Dashboard (1) All appointments at each assigned location for today s date will display. (2) This Month s Stats is a count of all appointments month to date. (3) The Online Booking link is a quick way to access the Customer Booking Tool. (4) The toggle for Yes / No is only available to administrators. This function is to enable or disable the Customer Booking Tool Page 5 of 46

6 Staff view Schedule Access your schedule (1) Navigate/search by location(s) and select the staff member schedule you wish to view. (2) Flip through by weekly view or daily view. On the daily view, you can view multiple staff schedules at once. (3) Any appointments made will be found on this Schedule screen. You can add an appointment by clicking a time cell or by clicking on the Add button located on the top right hand corner Tip: To see all or select staff on the Daily view, simply click on their name in the list on the left.! Note: A staff member must be assigned to a location and provide a service in order to appear in the schedule view. Page 6 of 46

7 Staff view Schedule Types of appointments There are five types of appointments and availability; (1) Client Appointments (2) Group Appointments (3) Personal Appointments (4) Sick (5) Vacation ! Tip: All appointment types have drag and drop functionality. Also, you can extend an appointment time by dragging the end time of the appointment to a new time. Page 7 of 46

8 Staff view Schedule Client appointments To add a client appointment, click on a time cell or the Add button. An appointment booking window will open. (1) Select a service from the drop down menu. (2) Select the staff member. (3) Select from the status; which include: Confirmed, Complete or No Show. (4) Search an Existing Client name or add a New Client. Continue filling in data fields. (5) If Custom Questions are being used, click on the Questions tab to review the responses. Click Save ! Tip: By deleting an appointment, it gets marked cancelled within your reports and is removed from your schedule. Page 8 of 46

9 Staff view Schedule Add a new client Add a New Client directly from the appointment window; (1) Click on New Client. (2) Enter in the client s details and click Save. The new client will be added to this appointment, as well as your client list. 1 2 Page 9 of 46

10 Staff view Schedule Add an existing client to an appointment You must have the appointment window open in order to add an existing client. (1) Start typing the name of the existing client in the Search Existing Clients field. The list will autopopulate with existing customers. (2) Select the correct customer and save the appointment. 1 2 Page 10 of 46

11 Staff view Schedule Appointment notifications within a new appointment window (1) Notify - by selecting the client / staff boxes, an will be sent to the client / staff member(s) providing the service. Deselecting the Notify checkboxes will disable the from being sent. (2) Clicking Save will send the ! Tip: If you send out reminders in advance of the appointment, be considerate of when you are sending out additional messages in order to not overwhelm your customer s inbox. Page 11 of 46

12 Staff view Schedule Custom questions (1) The Questions tab displays questions that the customer is asked when they book online. (2) Private Questions are designed for internal use, and are only available for staff members. 1 2 Page 12 of 46

13 Staff view Schedule Busy appointments: personal, sick & vacation Busy appointments are used to block out small increments of time. Examples include lunch or breaks. (1) Select Busy from the Appointment Window. (2) Enter a desired title, such as lunch. (3) Select Personal, Sick, or Vacation from the drop down. Click Save Page 13 of 46

14 Staff view Schedule Repeating appointments (client or busy appointments) To save yourself time, create a series of repeating appointments. This can be applied to customer appointments, or for when you re busy. (1) Click on Recurrence. (2) Select from the repeating options: Daily, Weekly or Monthly. (3) Select the end date of the repeating event. This event will recur until this end date. Press Save Page 14 of 46

15 Staff view Schedule Change hours from the schedule A quick and easy way to change your hours on the fly is to edit your default hours right from the Schedule. (1) Click on the Not Available or Closed grey section. (2) Update your available hours OR check off the Closed check box if you wish to be unavailable that entire day. The title will be updated. Click Save. 2 1! Note: This feature is per location. Staff who are assigned to multiple locations should be mindful of this. Page 15 of 46

16 Staff view Schedule Waitlist (if activated) (1) If the waitlist feature is on, you will see a notification icon. (2) When the icon is light blue, that means you have a new customer request. (3) To view and edit a request, click to see the customers details. 1 2 How to activate Waitlist: (1) From the Settings menu (Gear icon), select Company Settings (2) Select the Client View tab (3) Tick the box beside Waitlist, and click save. Page 16 of 46

17 Staff view Clients Overview of your customers, their details, and appointment history. Client section (1) To find an existing client, search by first name or last name in the search field. (2) To view or update client details click on the More button. (3) To view a client s appointment history click Log. Click your browser back button to return to the client list Page 17 of 46

18 Staff view Client Remove duplicate clients (the merge feature) If you have duplicated customers in your client list, you can Merge them into one primary record. (1) Search for the primary client. This is the record you want to keep. (2) Search for the duplicate client. (3) You can easily view both records at the same time. The Copy button will allow you to move information over to the primary client. Ensure the primary record has the correct information. Press Save Page 18 of 46

19 Staff view System setup (admin only) How to configure Coconut Calendar. Managing staff Staff members are located under Manage > Staff > Active. (1) Enter staff information. (2) Check off supporting locations and services. Staff members will not be able to see locations they are not assigned to. If staff are not assigned services, they will not appear on the schedule view. (3) Upon adding a new staff member, login instructions will be ed to them directly. (4) Archived staff will not be available on the Schedule; however the data will stay on record for reporting purposes Page 19 of 46

20 Staff view System setup User permissions and access Overview There are 5 levels of users within Coconut Calendar s Staff Management Tool; Administrator Manager Staff Advanced Staff Plus Staff Below we have outlined each user s role and permission level within the system. Understanding the basics Administrator An Administrator is the user with the highest level of unfiltered access. They have access and visibility to all location schedules, staff, clients and reports. An Administrator can create any type of user, including other administrators. An Administrator manages all decisions that impact the business and customer experience within the system. A few examples of an Administrator: business owner/operator, receptionist, program manager. Manager A Manager is the individual responsible for location(s) and directly supports the front-line staff. A Manager is limited to viewing the locations and staff they support. All reports, appointment details and client information is filtered to display what they need to know based on their assigned location(s). A Manager can create new staff and manager users. A few examples of a Manager: branch/store manager, district manager, area manager. Staff Advanced Staff Advanced can create and share appointments for themselves and other staff schedules at their assigned location(s). Staff Advanced can create their own individual staff hours. Staff Plus Staff Plus can see the schedules of other staff assigned to their locations. Staff Staff can create appointments and manage their own schedule and staff hours. Page 20 of 46

21 Staff view System setup Managing locations Locations are found under Manage > Locations > Active. (1) Enter in the location information. This information must be filled in properly as it will appear on the Customer Booking Tool Google map. (2) Ensure a time zone is selected. (3) Reminders will be sent based on the timezone for the location. (4) Archived locations will not be available on the Customer Booking Tool or Schedule but their activity will appear in the reports. 1 2 Page 21 of 46

22 Staff view System setup Services Services are located under Manage > Services > Active.! Note: When a service is added, it then needs to be assigned to a staff member(s) under the Staff tab in order to be available to be booked. (1) Enter the Service Name, Duration, and Description. (2) Buffer time will add time to the end of the service if a space between appointments is needed. (3) The Private option will remove the service from the Customer Booking Tool, and only allow staff to book this service on the Staff View Schedule. (4) Check off Group Service if you would like multiple attendees to register for a scheduled class or workshop. (5) Staggered Start is only applicable with a Group Service. It means the customer will be notified the appointment will happen between the Start and End time of the group service.! 1 Note: It is important to provide content in the Description and Instructions text area to help your customer. The Description will be displayed on the booking page. Instructions are included in the sent to clients when they book. 6 (6) Organize Services into Categories. Categories are located under Manage > Services > Categories. Page 22 of 46

23 Staff view System setup Hours by staff This section is dedicated to setting default staff hours, located under Manage > Hours > By Staff.! Note: If staff hours are not set, they will be assigned the same hours as the store hours by default. (1) Select a location and the staff member. (2) Staff hours can be repeated weekly or monthly. The start and end date must reflect a week (Sunday to Saturday) or monthly time span (1st - 30th). (3) If the entered hours conflict with existing appointments the following warning with options will appear. Select the appropriate action. Default hours can be updated from the schedule by day. 1 2! Note: Staff hour records cannot intersect. Example: Record A: July 1st to July 30th. Record B: Cannot be July 15th - August 1st as July 15th hours are accounted for Record A. 3 Page 23 of 46

24 Staff view System setup Location hours (1) Location hours are located under Manage > Hours > By Location. (2) Location hours will dictate the staff hours, unless staff hours are created. (3) Click More to enter the location hours. Page 24 of 46

25 Staff view System setup Open / Closed (everyone) To update the hours across ALL locations and staff go to Manage>Hours> Open Closed (Everyone). (1) Enter the title (the reason) for Opening or Closing. Example: National Holiday - Closed. (2) Select the date. (3) Set the new hours; however, if you wish to close the date, Start and End time must be set to 12:00AM. Page 25 of 46

26 Staff view Company settings (admin only) Overview of system preferences and settings. Notifications The notifications section stores , and text message company wide settings. (1) Edit the options for and text messages. (2) General text area section allows a business message to be created, which displays on the bottom of ALL notifications. Example: Cancellation policies, business rules, company values etc. (3) Enter in the business Homepage URL Page 26 of 46

27 Staff view Company settings Schedule view The system defaults to 15 minute intervals. This means service duration choices will be 15 minutes, 30 minutes, 45 minutes etc. (1) To make the service duration choices in 20 minute increments, change the service duration to 10 minute increments or 20 minute increments. (2) By default, the schedule time slots will be displayed in 15 minute intervals. Example: 9AM, 9:15AM, 9:30AM. Update the time slot intervals to the business needs. The change will reflect on the Schedule page. Page 27 of 46

28 Staff view Company settings Client View! Note: The Client view tab is dedicated to customizing the customer experience on the Customer Booking Tool. (1) Appointment Management section controls how much notice is needed before a customer would need to call in to cancel or book in an appointment. Otherwise, the customer can book or cancel the appointment online. (2) Services Display on the Customer Booking Tool defaults by expanding the first category heading with its services exposed. If the collapse feature is enabled, the services will collapse under the Category heading. (3) Hiding the Staff Picker, will hide the names of the staff members on the Customer Booking Tool. The system will auto assign the appointment to an available staff member. Please note the name of the staff member assigned will appear on the notifications. (4) Schedule Display is how appointment time slots will be generated and displayed to the customer. The service option will generate the time slots based on the service time duration. If a service is 1 hour, then the time slots will display 9AM, 10AM, 11AM etc. If you select time, and 15 minute option is selected, the time slots will display 9AM, 9:15AM, 9:30AM, etc, to the customer. (5) Pre-Booking Statement is a text area field that will appear on the final step. It can be used to reinforce important policies, next steps or a thank you message. (6) The waitlist option allows customers to add themselves to a waitlist Page 28 of 46

29 Staff view Company settings Website integration option 1 Direct Link Workflow Your customer can access the online booking tool from your website. Simply click on a link or button to open up the Coconut Calendar Scheduling Tool. Description Your web team would create a link from your website that would open up Coconut Calendar. We suggest in a new window so customers can easily access your website once they have completed the booking process. How To Provide your web team with the your Coconut Calendar customer booking URL. Example: yourcompanyname.coconutcalendar.com The Web Team will create a button or a link on your website and have it open in a new window. Code Sample <a href= yourcompanyname.coconutcalendar.com target= _blank > Book Your Appointment Now </ a> Page 29 of 46

30 Staff view Company settings Website integration option 2 Vanity URL Workflow: Customer can access the booking tool from a custom website address. Description You may want to create a custom experience and promote a unique URL instead of promoting the lengthy Coconut Calendar one. Example: instead of mycompany.coconutcalendar.com How To Your web team would created the new website address. You will provide them with the Coconut Calendar URL (mycompany.coconutcalendar.com) and they will then forward or mask the new website address to point to your Coconut Calendar booking tool. Code Sample Not Required. Page 30 of 46

31 Staff view Company settings Website integration option 3 Embedding Workflow: Customers can access the online booking tool directly from your website. Description Instead of having customers leave your website, you can embed the booking tool directly into your website. How To Decide where you would like to display the booking tool. Would you like it on an existing website page? Or, would you like to create a new page? Once you have decided you can then use the code we provide you in order to embed the Coconut Calendar tool. Code Sample <iframe src=" width="100%"height="580px" seamless frameborder="0"></iframe> You can adjust the width and height to make it fit properly in the web page. (1) You can access this code within the Coconut Calendar account. Settings Icon > Company Settings > Client View: Embed Section. 1 Page 31 of 46

32 Staff view Company settings Social! Note: Social includes integration with Facebook. (1) In order to allow customers to book from Facebook, click Add Coconut Calendar to Facebook. Follow the instructions. (2) For additional exposure, list your business in the Coconut Calendar directory: Page 32 of 46

33 Staff view Company settings Payment! Note: Accepting payments is an optional setting. Enable if you accept payments for your services. (1) Credit Card Capture means the customer must provide a credit card when making an appointment through the Customer Booking Tool. The card will NOT be charged, but stored within your STRIPE account for future use. (2) Ensure the correct business currency is selected.! Note: You must setup an account with STRIPE first. Check off Enable Credit Card Capture and add the keys from STRIPE. Page 33 of 46

34 Staff view Company settings Questions The Questions features allows the business to ask the customer additional questions from the Customer Booking Tool. Private questions are only available staff members internally on the Customer appointment window, and are not available for the customer to see. (1) Write out a question, and include placeholder text to provide an example of the answer you are looking for. The placeholder text is designed for text type responses. Pick your preference answer format (2) Select the services that the question applies to. (3) The Options area is needed if the question preference requires a selection from choices. Example: A drop down type of question requires options. Page 34 of 46

35 Staff view Sync settings My profile sync setup (1) Under the Settings Icon, select My Profile. (2) Select the Sync tab. Each staff member can implement a one-way sync or a two-way sync. ONE-WAY SYNC: All appointments from Coconut Calendar will sync to an external calendar such as Google Calendar, Apple ical or Outlook. Please notice the instruction links for each calendar. OR TWO-WAY SYNC (BETA): Two-way sync is available for Google Calendar only. Enabling the two-way sync, will add all your appointments from Coconut Calendar to your primary Google Calendar, and all the appointments from Google Calendar will be added into your Coconut Calendar Schedule. The appointments from Google Calendar will display as an external appointments in the Coconut Calendar Schedule, indicating the appointment was originally created in Google Calendar. The initial setup sync may take up to 15 minutes to complete. Page 35 of 46

36 Staff view Reports Report: Schedule by Staff! Note: On the Schedule page, right click on the schedule and choose print for an awesome printer friendly version! Overview: A detailed report by staff member for all appointment details. A common report used by many businesses to track detailed productivity. Choose a start date and end date. Customize the results by using the filters for location, staff, status, service. Generate Report: Creates a printer friendly version of the report on your screen. Page 36 of 46

37 Staff view Reports Report: Summary by staff Overview: A summarized report grouped by staff member for all services (you can include vacation/ sick time), times performed, hours and cost (if applicable). Choose a start date and end date. Customize the results by using the filters for location, staff, status, service. Generate Report: Creates a printer friendly version of the report on your screen. Export Report: Creates a.csv download of the report. Page 37 of 46

38 Staff view Reports Report: Summary by client Overview: A summary of client appointment activity. The results will display all services, time and cost (if applicable) by client. Choose a start date and end date. Customize the results by using the filters for client, status, service. Generate Report: Creates a printer friendly version of the report on your screen. Export Report: Creates a.csv download of the report. Page 38 of 46

39 Staff view Reports Report: Build a custom report Overview: Businesses with custom questions will find this report essential when tracking question responses. Choose a start date and end date. Customize the results by using the filters for location, staff, status, service, fields, questions. Generate Report: Creates a printer friendly version of the report on your screen. Page 39 of 46

40 Staff view Reports Report: Waitlist requests! Note: This is a great tool if a call centre or admin needs to call the waitlist customers directly to follow up on completing a booking. Overview: Businesses using the waitlist feature will be able to pull a complete report of requests. Choose a start date and end date. Generate Report: Creates a printer friendly version of the report on your screen. Export Report: Creates a.csv download of the report. Page 40 of 46

41 Staff view Reports Report: Client activity overview Overview: Ability to search and review appointment activity by customer during a certain time period or historically. Choose a start date and end date. Customize the results by using the status filter. Generate Report: Creates a printer friendly version of the report on your screen. Export Report: Creates a.csv download of the report. Page 41 of 46

42 Staff view Reports Report: Client contact information Overview: Pull a complete list of all customers including their detailed information. Choose a start date and end date. Customize the results by filtering select fields. Generate Report: Creates a printer friendly version of the report on your screen. Export Report: Creates a.csv download of the report. Page 42 of 46

43 Client view Walkthrough Step 1 : Choose a location Equipped with filtering and distance results, geo-location ability and Google Maps API.! Note: If you do not wish to share your location details, this step can be hidden under the Settings icon > Company settings > Client view. Mobile view Page 43 of 46

44 Client view Walkthrough Step 2 : Choose service(s) (1) Group services by categories. (2) Each service has a unique description. Create and define unique service-based questions which will appear on step 4. Include service specific instructions which are sent in the confirmation and reminder s. 2 1 Mobile view! Tip: Change the order in which services appear here by going to the Staff view > Manage > Services list > Click and drag. Page 44 of 46

45 Client view Walkthrough Step 3 : Choose staff & time (1) Select a staff member or hide the staff carousel. (2) The waitlist feature will always be available once activated. Path: Staff view > Settings icon > Company settings > Client view. (3) The date will slide to the first available time. (4) Set rules on how far in advance users can book. Path: Staff view > Settings icon > Company settings > Client view Mobile view Page 45 of 46

46 Client view Walkthrough Step 4 : Enter your details Customer details are captured here. This page can be modified to ask additional questions. Once the appointment is booked, a confirmation is sent to the customer and to the staff. Mobile view Page 46 of 46