The waiting list is a handy feature that gives your customers the chance to book an appointment on days when no time is available. It is a great way to give customers an extra opportunity to book and to keep no-shows to a minimum. This article covers how to enable, manage, and use the waiting list to fill gaps in your schedule.
How does the waiting list work for my business?
The waiting list gives you the flexibility to manage busy days and last-minute cancellations. When your day is fully booked, you can add customers to a list and notify them as soon as a spot opens up to offer them the appointment. You can call them, email them, or create an appointment directly from the waiting list.
Which subscription plans have access to the Waiting List?
The Waiting List is included in both Basic and Pro packages.
While Basic provides standard access, the Pro package unlocks advanced functionality, giving you full control over which days and time slots can be selected in the booking widget.
If you are using the Appointments package, you can add these Waiting List features to your subscription via the Boost extension.
What is possible with the waiting list?
Self-registration: Customers can sign up for specific or multiple days via the online booking widget.
Time preferences: With the Pro plan, customers can indicate a preference for morning, afternoon, or evening.
Communication: Send individual emails or bulk emails to all registered customers
Automation: Use automation to notify customers immediately when a spot opens.
How do I enable the waiting list?
You can enable this feature through two different areas of your software depending on your package:
Via the Settings page:
Click the gear icon (Settings) in the left sidebar.
Under the 'Calendar' heading, click Online Appointments.
Open the Calendar Management tab.
Check the box 'Customers can register for the waiting list'.
Via the Marketing page (Pro users only):
Click the Megaphone icon (Marketing) in the left sidebar.
Open the Waiting List page at the top of the screen
Click the 'Enable the waiting list' button.
Note: Once enabled, this page shows a daily overview of sign-ups, including services, staff preference, and notes.
How can I add a customer to the waiting list?
If you are booking a customer's next appointment but no spots are available, you can add them manually to the waiting list.
You can do it in two ways:
Via the Calendar overview:
Click the white box under a date
Click 'Waiting List' to manually add a customer.
Via the Marketing environment:
Go to the waiting list page where you enabled the feature
Click the 'New Registration' button in the top right.
When adding a customer manually to the waiting list, you will need to fill in:
Customer name
Note: If it's a new customer, add them to your database first or via the 'New Registration' button.
Service(s)
Staff preference (optional)
Specific date or days of the week (this keeps them on the list for those specific days until booked).
Timeframe (morning, afternoon or evening).
Note (any extra information can be added only by the staff).
How do customers sign up for the waiting list?
When the feature is enabled, the process is automated within your booking widget to make it easy for your clients:
Customers will see a clock icon in the booking widget under days that are fully booked.
Clicking this icon gives them the option to join the waiting list for that day.
Once they sign up, the customer sees a confirmation message in the widget, and you receive an email with their details.
Important note: Joining the waiting list is not the same as booking an appointment. You must still contact the customer to finalize the booking once a spot opens.
How do I manage entries when a spot becomes available?
You can see waiting list entries via the Calendar (a notification appears at the top) or the Dashboard (under 'Waiting list today'). When a spot opens up, you can take four specific actions:
Send an Email: Click the three dots (...) next to the customer and select 'Email' to contact them individually.
Send Bulk Emails: Click the paper plane icon to notify everyone on the list for that day at once. (Template can be edited under Marketing > Email > Automatic Marketing Emails > Waiting List).
Call: Click the three dots (...) and select 'View Customer' to see their phone number.
Create an Appointment: Select 'Make Appointment' from the three dots menu. This opens the calendar; click the free slot to create a pre-filled appointment, and the entry will be automatically removed from the list.