Overview
WaitWell's appointment calendar can integrate with Microsoft Outlook to allow staff to better coordinate their schedule. The integration performs two main tasks:
Generates unavailability in WaitWell based on existing appointments in Outlook. Specific appointment data from Outlook is not imported into WaitWell, WaitWell simply shows the user as unavailable in its calendar and prevents customers from booking appointments during those blocks of time.
Creates appointments in Outlook based on existing appointments in WaitWell. Which appointment data carries over from WaitWell to Outlook varies depending on how the user has configured their integration, but often the Outlook appointment populates like so:
Appointment Title
WaitWell: <Customer Name>
Appointment Notes
Location: <WaitWell Location at Which Customer Booked Their Appointment>
Queue: <Name of Queue Customer Booked in WaitWell>
Service Type: <Name of Service Type Customer Booked in WaitWell>
Name: <Name of Customer>
Email: <Customer's Email Address>
Phone: <Customer's Phone Number>
There are three set up stages required to successfully integrate Microsoft Outlook Calendar with WaitWell which need to be executed in the order presented. Select the stage relevant to your user level below:
Stage 1: Azure Set Up (for IT Admins)
Step 1: Determine your Tenant ID
Log in to Microsoft Azure
In the global search bar, enter "Entra ID" then select Microsoft Entra ID from the dropdown
Take note of the account username (i.e. <accountname>@<domain>) and password, as you will be required to enter it in the WaitWell Integration Page (Step 5)
Step 2: Create a User Account for WaitWell
In the global search bar, enter "Users" then select Users from the dropdown
Create a new user called waitwell
Create a temporary password and ensure MFA is disabled (you will choose a permanent password in the next step)
Open an Incognito browser tab and attempt to log in to Microsoft using the newly created user name (i.e. <waitwell>@<domain>) and temporary password
When prompted, create a new password
Take note of the user name (i.e. <accountname>@<domain>) and password, as you will be required to enter it in the WaitWell Integration Page (Step 5)
Back in Azure, grant the user a Microsoft 365 license
Step 3: Register an Application for WaitWell Appointments
Navigate to the App Registration page
Select + New Registration
For the application name, enter WaitWell Appointments
Under Supported Account Types, select Accounts in this organization directory only (WaitWell only - single tenant)
When complete, an application page should generate and look like this:
Step 4: Create a Client Secret Value
From the WaitWell Appointments application page, select Certificates & secrets from the left-hand navigation
Select the Client secrets tab
Select + New Client Secret
Take note of the Value string of the generated secret, as you will be required to enter it in the WaitWell Integration Page (Step 5)
Step 5: Delegate Microsoft Graph Permissions
Navigate to the Microsoft Graph page for the WaitWell Appointments application
Grant Delegated permissions
Check-off Calendars.Read.Shared and Calendars.ReadWrite.Shared permissions
Step 6: Grant Application Admin Consent
From the WaitWell Appointments application page, select API permissions from the left-hand navigation
In the Microsoft Graph section, confirm Calendars.Read.Shared, Calendars.ReadWrite.Shared, and User Read permissions are delegated
Select Enterprise applications at the bottom of the page
Select Grant admin consent for WaitWell
On the confirmation window that opens, select Accept
From the WaitWell Appointments application page, select API permissions from the left-hand navigation
In the Microsoft Graph section, confirm Calendars.Read.Shared, Calendars.ReadWrite.Shared, and User Read permissions' statuses show Granted for WaitWell
Step 7: Provide Necessary Information to Your Organization's WaitWell Admin
Provide the following five pieces of information to the WaitWell Admin in your organization:
Stage 2: WaitWell Set Up (for WaitWell Admins)
Stage 1 of this article must be completed by your IT Admin before proceeding
Open WaitWell and navigate to Settings > Location Settings
Select Integrations
Select the Configure button next to the Microsoft Outlook icon.
Obtain the information required for the five fields from your IT Admin, who will have generated them in Stage 1 of this procedure, and populate them accordingly
Select Connect
If the fields were populated correctly, the following page will automatically load
Check-off Enable free/busy checks when booking appointments for assigned staff
Select Save
Stage 3: WaitWell Setup (for Individual Staff)
Stage 2 of this article must be completed by your WaitWell Admin before proceeding
Step 1: Configure Microsoft Outlook
Open Microsoft Outlook
Navigate to calendar sharing and permissions
Choose Can Edit from the dropdown next to WaitWell Appointments
Step 2: Configure WaitWell
Open WaitWell
Navigate to Account > Preferences
At the bottom of the preferences page, select the Connect button next to Outlook Sync Integration.
If you have access to multiple locations at which appointments are utilized, repeat this process for each location
