With Drop In Appointments, you can easily manage customers who visit your business locations without prior appointments. Territory managers can create waitlists—virtual queues— for their service territories, while greeters can capture and add customer details to the waitlists. Service resources get notified about and can accept drop-in appointments while customers wait in the lobby.
Here are some things to keep in mind when you set up drop in appointments.
- Drop In Appointments doesn’t support service resources with the Platform Starter license and instances that have the Salesforce Scheduler for Health Cloud setting enabled.
- Drop In Appointments doesn’t support features available for scheduled appointments, such as concurrent scheduling, asset scheduling, multi-resource scheduling, and appointment distribution.
- Salesforce Scheduler doesn’t support creating custom flows for drop-in appointments by using the standard flow components available for scheduled appointments.
- To use the drop-in appointments feature in orgs where you have Field
Service licenses, ensure that you:
- Assign permission sets created for either Field Service Agent or Field Service Resource user roles to service resources.
- Create status transitions by using . Here’s the list of status transitions that you need for drop-in
appointments.
From To Checked In Scheduled Checked In Canceled Scheduled In Progress Scheduled Canceled In Progress Completed In Progress Canceled
- Prerequisites for Using Drop In Appointments
Before you enable the Drop In Appointments setting, complete these prerequisites. - Update Sharing Settings for Drop In Appointments
To manage and attend drop-in appointments, update the organization-wide default sharing settings. - Enable Drop In Appointments
To manage customers who visit the branch without prior appointments, enable the Drop In Appointments setting. - Manage Waitlists
Waitlists are virtual queues that a greeter uses to check in drop-in customers and to notify service resources while the customers wait in the lobby. Territory managers can create waitlists for their service territories and relate work types and service resources to these waitlists. - Manage Drop-In Customers
Territory managers and admins can share waitlists with greeters. If a greeter is assigned to multiple territories, they can manage waitlists for more than one service territory. Based on the reason of the customer’s visit, a greeter checks in a customer to a waitlist, which then notifies the appropriate service resources. - Attend to Drop-In Customers Using the My Appointments Console
Service resources can get notified about and accept drop-in appointments when resources don’t have scheduled appointments or have free time between scheduled appointments. - Estimate Wait Times
When a customer joins a queue, Lobby Management can calculate and estimate their wait time.