Greeters can use lobby management to check in customers, monitor their wait time, or mark them as a no-show. Greeters can also reschedule or reassign an appointment if the assigned service resource is unavailable. Lobby management notifies service resources when their customers are waiting to be attended.
Keep these things in mind when you use lobby management for scheduled service appointments.
- You must create the No-show status for the Service Appointment object. Use No-Show as the API name, and then map the No-show status to the Canceled status category.
- Scheduled Service Appointments shows only the appointments that are scheduled with the appointment type that’s specified with the At Branch API name. If you’re using engagement channel types, Scheduled Service Appointments shows the appointments with the engagement channel type that’s defined with the In Person contact point type.
- Salesforce Scheduler refreshes the Scheduled Service Appointments list automatically for the first 2000 licensed users who access the Lobby Management tab. A user who accesses the Lobby Management tab after the first 2000 users must refresh the list of Scheduled Service Appointments manually.
- If a service appointment doesn’t appear in the Scheduled Service Appointments list, make sure that its parent record (for example: Account or Work Order) exists in the org and is shared with the user. Lobby management excludes a service appointment when it can’t resolve the appointment’s relationship to the parent record due to data sampling in sandboxes or record-level security restrictions.
- Manage Scheduled Appointments Using Lobby Management
In lobby management, the Scheduled Service Appointments list shows current, upcoming, and past appointments. Use various options in the Scheduled Service Appointments list to view and manage appointments scheduled for a day.