Lobby Management

Use lobby management to manage customers who prefer to visit the branch location—with or without a scheduled appointment. With lobby management, greeters can manage scheduled service appointments and drop-in appointments. They can also view the estimated wait time for appointments.

• Considerations for Using Lobby Management
  Keep these things in mind when you use lobby management.
• Roles in Lobby Management
  Learn about the roles in lobby management—such as administrators, greeters, and drop-in customers—and what each role can do.
• Customize the Lobby Management Page
  Choose which fields you want to show for the service appointment and waitlist participant cards on the lobby management tab. You can also configure the button names and define the wait time durations.
• Customize the Sequence Number on Waitlist Participant Cards
  Use a custom field on the waitlist participant object to replace the system-generated 1, 2, 3 prefix on waitlist participant cards. Lobby Management renders whatever value the mapped field contains, so your business logic decides what each card shows.
• Subscribe to Lobby Management Greeter Dashboard Events
  When a greeter changes the service territory in the Lobby Management dashboard, Salesforce Scheduler publishes a Lightning Message Service (LMS) event on the lightning__appointmentBooking_greeterDashboard channel. Subscribe from a custom Lightning web component or Aura component to keep custom waitlists, appointments, or data views in sync with the selected territory.
• Lobby Management for Scheduled Service Appointments
  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.
• 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.
• Self Check-In Experience for End Users with Lobby Management
  Let customers check in by scanning a QR code to manage waitlists more efficiently.