---
schema_version: "1"
id: f587d899f7297f577e64def93325e8f94b91c9ee18c28ecb1982efbfebb7fad2
title: Lobby Management for Drop In Appointments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/ls_lobby_management_for_drop_in_appointments.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_lobby_management_for_drop_in_appointments.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: db3e9280eab5f493ed9d35d44b3163221997105da822bd84e5e38a669b6378ba
description: 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.
products:
  - Scheduler
  - Salesforce Platform
release: "264"
---
# Lobby Management for Drop In Appointments

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 **Service Appointment Life Cycle** | **SA Status** | **Status Transitions**. 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](https://help.salesforce.com/s/articleView?id=platform.ls_prereqs_drop_in_appointments.htm&release=264.0.0&type=5)**  
    Before you enable the Drop In Appointments setting, complete these prerequisites.
- **[Update Sharing Settings for Drop In Appointments](https://help.salesforce.com/s/articleView?id=platform.ls_update_sharing_settings_for_dropin_appointments.htm&release=264.0.0&type=5)**  
    To manage and attend drop-in appointments, update the organization-wide default sharing settings.
- **[Enable Drop In Appointments](https://help.salesforce.com/s/articleView?id=platform.ls_enable_drop_in_appointments_setting.htm&release=264.0.0&type=5)**  
    To manage customers who visit the branch without prior appointments, enable the Drop In Appointments setting.
- **[Manage Waitlists](https://help.salesforce.com/s/articleView?id=platform.ls_manage_waitlists.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=platform.ls_drop_in_participants.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=platform.ls_attend_drop_in_participants_using_my_appmnts_console.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=platform.ls_lobby_management_estimate_wait_times.htm&release=264.0.0&type=5)**  
    When a customer joins a queue, Lobby Management can calculate and estimate their wait time.