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This guide will provide you some information to understand the online booking portal for Customers (Clients), how it interacts with your schedule and positioning statements to assist you when a client has a query relating to the portal.
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To use the portal, Customers (Clients) will need to know their unique organisation code, which is distributed by their internal HR, Wellbeing or People team via email or available on their internal intranet, Wellbeing, People or HR sites. The client can then use the code to gain access and register for an online account to manage their appointments or commence services with Converge International.
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The client can either go to the Converge International website (convergeinternational.com.au) then click “book appointment” or on mobile devices via the menu icon at the top of the page. The direct web-address for online booking is portal.converge-online.com. |
Customers (Clients) can also use the same organisation code to access the online booking portal via the Converge International app, available for free from the Apple App Store or Google Play Store by searching “Converge International” in the App store.
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How does the online booking portal interact with my schedule?
To ensure Customers (Clients) can quickly and confidently book without waiting for the appointment to be accepted, the online booking portal can only source availability from your “Open” calendar. The online booking portal is unable to search your “Ad hoc” schedule.
When a client Customer rebooks for their subsequent sessions, the online booking portal also uses your “Open” calendar to present to the clientCustomer, when the client Customer selects “rebook with same consultant”.
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No, you are not permitted to rebook Customers (Clients) into your “Ad hoc” schedule, unless pre-approved by the User Support team. Rebooking a client Customer into the “Ad hoc” schedule (if approved) can only by done by you via the Phoenix portal.
Consultants that only have “Ad Hoc” calendar/schedule types are not eligible for online booking search results. For these consultant types, continue rebooking your client Customer via the Phoenix portal.
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Can a
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Customer (Client) look for me to book specifically on the online booking portal?
A client Customer can rebook with you directly via the online booking portal by going to the “Appointments” section then tap/click the “History” option to view past appointments. They can then tap/click the three dots on the right of an appointment to rebook with that same consultant.
New Customers (Clients) cannot search for a specific consultant when commencing new services.
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What if a
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Customer (Client) has an issue with online booking?
Common issues your client customer may encounter with the online booking portal include:
“Unknown issue has occurred” message during the rebooking process
Unable to sign up to the online booking portal
Organisation code isn’t accepted or recognised
Unable to sign in or login issues
Verification code issues
If a client Customer has any of the above issues, the dialogue box which appears that indicates the issue or error will always have a “contact us” or “log a ticket” link for the client Customer to submit a support request with the User Support team.
Alternatively, your client Customer can be directed to www.convergeinternational.com.au/support then click Online Booking and Application Support to raise a ticket with the User Support team and they’ll assist the Customer.
You can also direct Customers (Clients) to call us on 1300 687 327 24/7.
You can also continue to rebook the client them as normal via the Phoenix portal in the Quick View page.
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Positioning statements
If your client Customer is unable to think of a time for their next session, remind the client them that the online booking portal is available as a way to rebook themselves with you for the next session.
If the client Customer needs to change, amend or cancel the session and reaches out to you, remind them that the online booking portal is available to them and can be used to action their appointment. Normal cancellation rules apply and the client is they are reminded if they cancel a session within 24 hours of the start time, they will have a session deducted from their allocation.
If the client Customer indicates a need for support with a different issue type, they can also use the online booking portal to create a new assist case for that issue (if eligible).
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Customer-facing guides
You can view these guides that are shared with Customers (Clients) to learn more:
Book your next appointment (rebook)
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