Tookan APPOINTMENT WORKFLOW Guide

Tookan offers Online Appointment Scheduling and has everything you need to grow and manage your business. Businesses that use this workflow include Make-up artists, Home services, Auto-repair services, Wedding stylists, and many more.

firstly understanding How appointment workflow works


Fig 1.1 Tookan Appointment Scheduling Flow


Onboarding Professionals

Agents are the Professionals who would provide home services as per the appointment Scheduling created and assigned to them by you. most importantly, most importantly you can onboard an agent in 3 ways.

  • Agent Onboarding

most importantly you can onboard a professional in 3 ways on the platform: 

1. Adding agents one by one on your platform

Go to Side Menu > Agent

On the top right corner, you will see an option “Add Agent”

Click on that and the template will open to enter agent information

to clarify,
First name & Last name – Name of Agent.

Email – Email ID of the Agent

Phone – Phone number of the Agent.

Username – This will be the login credential of your agent to access the app.

Password – This will be a password using which your agent can log in to the app.

lastly Tags – you can use Tags can to link an agent with a particular team or with a particular type of task. For this, the team or task should have the same tag as that of an agent. therefore For different types of appointment scheduling , you can use tags so that the professionals will be assigned to respective appointments.

Example: If “A/C repair service” if you select this Tag for your Agent – X, while you schedule an appointment of at-home A/C repair service, Agent – X will get assigned to the task as the skill-set would align with the expertise required

Teams – You can use Teams to group some agents together and classify agents based on parameters like location, zones, distance, etc. Agent Type – There are 2 types of agents on Tookan Captive: These agents are full-time agents on the platform Freelancers: They are part-time agents on the platform.


To clarify: Email and username should be unique which will be used while registration in Appointment scheduling flow or normal flow fill All mandatory fields should which willl be used while registration in Appointment scheduling flow or normal flow

2. Additionally, You can add agents or onboard the professionals using CSV through bulk import for appointment scheduling

This option is helpful If you want to add a large number of agents to the platform so instead of adding one by one we can enter all the information in a CSV file and upload the file.

firstly Go to Side Menu >agents On the top right corner you will find an option to “Import Agent” Click on Import Agent Select the option ‘Download Sample CSV’

This will download the CSV file wherein you have to add information about the agents

lastly After saving the file drag and drop the CSV file on Tookan

NOTE
Email and username should be unique
fill All mandatory fields
Do not change the Header in the file



3. Furthermore You can use to onboard an Agent is through agent signup directly through the Agent app.


The Signup option on the agent app will allow your agents to register themselves directly on Tookan and this is the flow set after choosing the type of appointment scheduling that you want for your business .
Agent Signup option is only available on the agent app if the agent app is branded or white-labeled.

To enable this option go to Extensions> Agent Sign-up> Enable

hence You can add custom templates for your sign-up forms which agents need to fill in before they can enter the agent app. Admin can reject, accept or review his agents before they enter your app on the basis of the information filled in by them.



To create a custom template ( It can be created on the basis of Appointment Scheduling – to add various extra information required )


Go to Settings> Template> Create custom.
Add the required fields you want the agents to fill while they sign-up and save it.
lastly Go to Settings> Agent App> Agent Signup> Select the created template and Save.


Video – https://youtu.be/Pypr1b1QGcQ



CREATING TASK OR APPOINTMENT SCHEDULING

You can create tasks or appointments on Tookan in 5 different ways:
Create Task Button,

Bulk CSV upload,

Customer App,

Tookan Booking Form, and APIs



1. Firstly by clicking on Create Task Button


The ‘Create Task’ button is located right on the top bar for easy accessibility from the List view and Map view. 


When you click on the Appointment ( it shows when appointment scheduling is done ) button, it expands with detail fields.
Add details like Name, Contact Number, Email Address, Order ID, Address,
Start Time & Date, End Time & Date, and Description.
You could also upload a reference image and select a suitable template for the Task


NOTE Mandatory fields you should add – you should fill the Address, Date, and Time in order to create a Task successfully. set The Start Date & Time prior to that of End Date & Time, else the field will is marked as Invalid and the Task creation would fail
Video – https://www.youtube.com/watch?v=rkbZhelnlE0



2. Additionally, you can opt for Bulk CSV Upload


This feature allows you to upload multiple tasks in one go.
The ‘Create Task’ button is broken into two parts. Click on the drop-down at the right of the button and select ‘Bulk Import’.
Next, download the sample CSV file wherein you can fill in all the task-related information.


Steps for Uploading CSV File on your platform.


1. Select a team (optional)
2. Select Workflow – Appointment (mandatory)
3. Select the custom field template (optional)
4. Upload the CSV file


Adding Task Details in CSV File





NOTE:
Mandatory fields are marked with * in the CSV
Ensure that the Header fields in the sample CSV


1. firstly Task Description – This will include all the additional details of the Appointment task, Example – Specific issues or instructions regarding the task

2. additionally Customer Email – It is the Email address of your Customer for whom the appointment will be scheduled / Person who would receive services

3. furthermore Customer Name – Name of the Customer who would receive services

4. Street Level Address – Address of your Customer / Service receiver (Including house no. and street no.)

5. City – City in which the Customer / Service receiver resides

6. Zipcode / Pincode – Area code of the Customer / Service receiver

7. Country – Country of the Customer

8. Latitude & Longitude  – These are the units that represent the coordinates of a geographic coordinate system. you can use it as a coordinate point to override Recipient’s Street Level Address so the address pinpoints at the exact location. (Both Latitude and Longitude are important to find the exact location on the map, mentioning only one won’t work)

9. Customer Phone Number – Phone number of the Customer / Service receiver

10. Start Date and Time – The Date and Time on or before which, the Appointment Task starts. The format for Date and Time should be (MM/DD/YYYY) (HH:MM: SS) Also, it should be greater than the current date and time.

11. End Date and Time – The Date and Time by which, the Appointment Task will should complete. The format for Dae and Time should be (MM/DD/YYYY) (HH:MM:SS) Also, it should be greater than the Start date and time.

12. Agent ID – This is visible on the Dashboard in the Side Menu > Agents Its helpful if you want to manually assign the tasks to agents at the time of uploading the task

13. Team ID – This is visible in the Side Menu > Settings > Teams It is helpful if you want to manually assign the task to specific Teams at the time of uploading the task

14. Order ID – This is a unique number ID manually allotted to each Task so as to differentiate one from another. You can use Order ID in filters under Tasks on the Dashboard for quick details about a Task

15. lastly Tags – You can use Tags to link an agent with a particular team or with a particular type of task. For this, the team or task should have the same tag as that of an agent. For different types of services, you can use tags so that the professionals are accordingly assigned to respective appointments. Example: If “A/C repair service” Tag is used for an Agent – X, while an appointment is created regarding at-home A/C repair service, Agent – X will be assigned to the task as the skill-set would align with the expertise required


3. Furthermore you can use Tookan Forms


Tookan forms allow your customers to directly create Appointment tasks, using a web form.
These are customizable which can be used as per your requirement and business use-case.

To activate Tookan forms
Go to Extensions > Tookan forms > Activate
Once activated, Go to Settings> Form Editor > Add Form and create a form






NOTE: It is a paid Extension

Video – https://www.youtube.com/watch?v=3P46D27OfAw&t=43s

4. Creating tasks through Customer App


Customer app is a white-labeled solution wherein you can get it branded under your company name and have the app on the play store and app store.

The customers can download the app and start booking appointments which will directly reflect to your admin dashboard.


5. Creating tasks through API


The Tookan API is a Restful web service for developers to programmatically interact with Tookan’s data and real-time delivery management functionality.

If you have some third-party platform then it can be integrated with Tookan through API.

Tookan has an open API which you can use to push orders from your platform onto the Tookan dashboard

API Documentation – https://tookanapi.docs.apiary.io

6. Creating tasks through Yelo


Yelo is a marketplace where your customers can place the appointment orders from the website/app and the orders will be pushed to Tookan wherein the appointments can be managed.

Adding Additional Information In Tasks

To add any additional information to the tasks which you may want your customers to fill while booking an appointment or want your agent to see/edit on the agent app can be achieved through templates.

Go to Menu > Settings > Templates
Custom fields allow you to capture the information in a form that is specific to your business.


You can create multiple templates based on your requirement and you can add as many custom fields in a template as required.

Once the template is created, you can add the template while creating a new task, thus providing you additional fields.
Hence These custom fields are shared with your agents in the app, providing them the additional info as required. Also, it can be viewed on the customer app and booking form if the template is linked to them.

App Side Display
: In the app side display drop-down you can either select Read Only/Allow Agent Input. If you choose to Allow agent Input as per your needs, you can also make the particular field mandatory, agents will need to fill the field in order to complete a task.

TASK ASSIGNMENT FOR SCHEDULING APPOINTMENTS

After you create tasks on the dashboard the main part that comes into the picture is task assignment.

once you assign the task to the agent only then he would be able to perform further action on the task.

There are 2 methods you can use to assign tasks –
– Manual
– Auto Allocation

1. Manual Assignment
In the case of manual assignment, you (admin) have to manually assign the tasks to the agent from the dashboard

Assigning a task to an agent can be done in three different ways:

Firstly
you have to Create a new task, by selecting any one of the following
Create Task OR Bulk Import Tasks
Fill in all the details in the Task creation form.
Select a Team from the drop-down.
Choose one or multiple agents from ‘Assign agent’.
lastly Click on ‘Submit’ to save the task.

Video – https://www.youtube.com/watch?v=uPD3TUvZPYU

Secondly kindly Click on Tasks in the left panel.
Under the Actions column, click on three dots and select Assign.
lastly Fill in the details and click on Submit to complete the action.

Video – https://www.youtube.com/watch?v=LRWf4MUI9PA

Additionally,
You could assign a task to an agent from the top left side panel of the Dashboard also.
Select the Unassigned tab to directly assign the task to the agent.
Click on the ‘Assign Agent’’ button on the task tile.
A popup would appear and you could choose from the drop-down list of idle agents that appear.
Click on the name of the desired agent, therefore unassigned task automatically gets assigned to him/ her.

Video – https://www.youtube.com/watch?v=uNJmRTlzjcs

2. Auto Allocation


you can automatically assign your tasks in Tookan using the Auto Assignment feature. To enable/disable Auto Allocation go to Menu > Settings > Account Setup > Auto Allocation.

The auto-assignment is done based on two parameters:
– Nearest agent (based on displacement)
– Available agent (based on the time slot)

therefore Based on your business requirement, you can set the push notification which is sent to the agents, in one of the following ways:

ONE BY ONE


The request goes to one agent (nearest & available) first and if the timer runs out or if the agent declines the task, it goes to the second-best option. You can set the timer in the workflows

Video – https://www.youtube.com/watch?v=ikxdf_zadyc

SEND TO ALL
The request is sent to all the available agents and whosoever accepts/ acknowledges the task first will receive it

Video – https://www.youtube.com/watch?v=3F3iVBYKyQg

BATCH WISE
Sends the task request notification to the Agent in batches. You can create batches based on distance, time and group size settings. therefore The task gets assigned to the Agent who accepts the task request first. If no Agent accepts the task, it remains unassigned.

Video – https://www.youtube.com/watch?v=gRsCj67XvKo

ROUND ROBIN:
This new auto-assign configuration allows you to force assign the tasks to your agents based on the following two parameters:
1. Maximum number of tasks
2. Radius Limit

So The system searches for all the available agents within the radius limit around the task location. It sorts the agents based on the number of tasks assigned to the agent and distance from the task location (in 40-60 ratio respectively), filters out all those agents whose tasks’ count is greater than the maximum number of tasks for that day (for which the task is being scheduled). The agent on top of this list is assigned the task.

Video – https://www.youtube.com/watch?v=Ryk2FlT64-M

NEAREST AVAILABLE
This logic Force assigns the task to your agent based on availability and distance.

Video –
https://www.youtube.com/watch?v=5JT3bWV8JdU 

FIRST IN FIRST OUT
Send the task request notification based on First-in, First-out (FIFO). All the created tasks are arranged in a queue and the request for the second task is not sent until the first task gets assigned. The request is sent to the Agent in batches (same as batch-wise allocation). You can create batches based on distance, time, and group size settings.

Video – https://help.jungleworks.com/knowledge-base/first-in-first-out/

TASK NOTIFICATION

Tookan completely automates the communication process by sending customized notifications in the form of email and SMS, to the customers associated with each task.

Firstly, Go to Menu > Settings > Notifications to enable, disable or edit the content for each trigger. to clarify,

  • Request Received: It will trigger when you create an order.
  • Agent Started: It will trigger when the agent starts a task.
  • Agent Arrived: Will trigger when the agent reaches the destination.
  • Successful: will trigger when the agent completes task successfully.
  • Failed: will trigger when the agent completes unsuccessfully.

Video – https://www.youtube.com/watch?v=-2XOtCGyZBQ

How to add a Manager

The manager will be the person who the you(admin) can appoint to manage the operations.
MANAGER will have limited access and not all the access similar to admin. hence You (Admin) can monitor what access he/she wants to give to his/her managers. Before creating a Manager the Admin would require to create a role for the manager

Steps to create a Role for the manager :

– Firstly Go to Settings > Access Control
– Select Manager from the drop-down menu in the black bar
– Click Add Role
– therefore You can give the desired permissions to the manager, consequently He will only be able to perform the actions you give him permission for)
– Save



Video – https://www.youtube.com/watch?v=kvOCkwfF3HI

Additionally, Steps Admin has to follow to Add a Manager :
– Goto Settings > Manager
– Click on Add Manager.
– Add all the details and click on Create to complete the action.


Video – https://www.youtube.com/watch?v=pCa46cZfemE

NOTE Therefore,
1. Admin can restrict the permissions through Access Control
2. Additionally can assign teams to Manager- Manager will only see agents from these teams on his/her dashboard
3. furthermore forms to the managers are on the dashboard
4. Also he can assign templates to managers so that they can also edit templates as per their requirements

Therefore after the Admin creates the manager on the Admin Dashboard the manager will receive an email with login credentials and URL on which the manager can log in.

How to add Merchants for appointment scheduling

Merchant is a seller or service provider who runs their own business
The Merchants can use Tookan to manage their appointments

This is to say that our Merchant extension helps you onboard and manage merchants on your platform.The merchants can have their own marketplaces from where they can receive Appointment orders from the end customers.

The merchants are on-boarded under the admin and have access to their own dashboard to manage their agents, tasks, and business operations.
However, Admin has full access to all the details and activities taking place on the merchant dashboard.

Steps to Onboard your Merchant:

  1. firstly, Activate merchant option from the Extensions
    2. following which, On the admin dashboard Go to Settings > Access Control > Add role for  merchants
    Add the relevant permissions you want to assign to the merchants and save.

Video – https://www.youtube.com/watch?v=MOZe356ygEY

3. Now go back to the main menu > Merchants > Add Merchant
4 lastly Select the relevant teams and roles you want to assign to that merchant

hence When you assign teams to the Merchant the merchant will be able to utilize all the agents in the team assigned to him for managing his appointments.

Video – https://www.youtube.com/watch?v=6S6K9Y45L0o

After creating the Merchant on the Admin panel the merchant will receive an email with all his login details using which he can log in on the merchant dashboard.
The merchant dashboard will thus have a similar map view and the list view along with the features shown below in the pictures.

Most importantly The merchants can create tasks and assign it to the agents assigned to them by the admin.
Also, the merchants can add their own agents if they do their own service offerings

additionally The merchants will be able to track the agents in a similar way to the admin and thus manage the operations on their dashboard.

The admin on the other hand can monitor everything that the merchant is doing on his dashboard and can see all his tasks in the admin panel

Steps to check the Merchant tasks on the Admin panel:


1. Firstly Switch to map view on Admin panel
2. then From the drop-down in the black bar on the top select the merchant name instead of admin only.

Therefore this will allow the admin to view tasks of that particular merchant

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