How to configure your Waiting List - V2

Overview

Waitlists allow you to maximise capacity for your Classes and delivery a premium user experiences for popular activities such as Yoga, Reformer and Spinning.

Before You Start

The following will need to be completed before setting up a referral programme:

Steps

Creating a new Classes Activity type:

1. For the full steps on setting up a new Classes Activity type view How to create a Class Bookings Schedule - ACV2

2. Scroll to the bottom of Step 2: Advanced Settings to view the Waitlist Settings
   
   
   The waitlist will be disabled by default for all new Activity types.
    
3. Click on Edit waitlist settings
   
   
    
4. Click Enable waitlist
   
   
    

5. Select your preferred Waitlist type for the Activity template:

   Waitlist type	Description	Additional Notes
   Open to all	Everyone on the waitlist is notified at the same time. Anyone (including those not on the waitlist) can book the space.	Default selection
   Waitlist only	Everyone on the waitlist is notified at the same time. Only they can book the space until the waitlist cutoff time.	Additional setting: Waitlist cutoff time How long before the activity starts when available spaces become bookable by anyone.   Maximise capacity if waitlist users do not claim the available space.
   Next in line	Only the next person on the waitlist is notified and given exclusive access to book until the waitlist cutoff time.

6. Select your preferred Waitlist notification frequency.
   
   
   
    

   		Space opens up before the waitlist cut-off	Waitlist cut-off time passes, space still available	Spaces open up after the waitlist cut-off
   Open to all	Every time	Everyone on the waitlist gets the standard email	N/A	N/A
   Open to all	Once	Everyone on the waitlist who hasn’t already had the standard email for this occurrence gets it	N/A	N/A
   Waitlist only	Every time	Everyone on the waitlist gets the standard email	Everyone on the waitlist gets the fallback email	Everyone on the waitlist gets the standard email
   Waitlist only	Once	Everyone on the waitlist who hasn’t already had the standard email for this occurrence gets it	Everyone on the waitlist gets the fallback email	Everyone on the waitlist who hasn’t already had the standard email for this occurrence gets it
   Next in line	Every time	The first n people on the waitlist get the standard email when n spaces available	Everyone on the waitlist gets the fallback email	Everyone on the waitlist gets the standard email
   Next in line	Once	The first m people on the waitlist get the standard email when n spaces available m = n - people who’ve already had the email	Everyone on the waitlist gets the fallback email	Everyone on the waitlist who hasn’t already had the standard email for this occurrence gets it

7. Confirm the joining cutoff time in minutes, which determines the number of minutes before the activity start time that users will not be able to join the waitlist.
   
   
   
   Note: Default set based on Global settings, view Configuring the Waitlist Cut Off time (in Minutes) - V2
    
8. Confirm the Number of customers allowed on the waitlist
   
   
   Note: Default set to 5, minimum value of 1
    
9. Click on 'Save and continue'.

Editing an existing Class Activity schedule:

1. Click Edit on the Classes Activity Schedule
2. Click Edit schedule
3. On Step 1: Schedule Settings, click View Template Settings
   
   
    
4. Scroll to the Waitlist section in the Activity Template Settings slide over
   
   
    
5. Click Edit waitlist settings
   
    
6. Amend settings as required
   
   
    
7. Click Save changes
8. Continue through the process
9. Publish schedule
    

Troubleshooting

How do users on the waitlist get notified about an available space?

For the waitlist types Open to all and Waitlist only all customers on the waitlist are notified by email with the email template "Booking Space Opened" for each space which becomes available. This means that each customer on the waitlist may receive multiple emails if multiple spaces become available.

For the waitlist type Next in line, only the next customer on the waitlist, based on the date and time they joined the waitlist will be notified by email with the email template "Booking Space Opened" for the space when it becomes available.

Can Front of house staff book a customer on the waitlist into the activity?

Yes! On the Facility calendar/timeline, the Activity Detail slide over will include a "Book" button inline with the applicable customer:

Can I see the order of customers on the waitlist when on?

Yes! On the Facility calendar/timeline, when the "Next in line" Waitlist type is being used, the Activity Detail slide over will show a section for "Customers with reserved spaces" which shows them in the order they joined with the first customer being the customer who joined first:

And also on the Waitlist tab for the activity via Front of house:

Can Front of house staff remove a customer from the waitlist?

Yes! On the Facility calendar/timeline, the Activity Detail slide over a checkbox is shown which can be selected for the customer which then shows the action toolbar to remove those selected.

What happens when the "Waitlist cutoff time" is reached for end users?

Any available spaces which were reserved for waitlist users will be available to book online and/or via Front of house based on the Booking Restrictions for the activity template.

The remaining users on the waitlist will also receive an email notification from the template "Waitlist: Sent when the waitlist cutoff time is reached and a space is available". This email notification can be customised at a global or facility level in System Configuration > Notifications > Email templates.

To customise the template:

1. Click Create New Template in the bottom left corner of the page
2. Select the Email Template "Waitlist: Sent when the waitlist cutoff time is reached and a space is available"
3. Decide if the template should be Global or add a specific template for a facility
4. Click Create

5. Define your email content as required using the Available variable, Subject, Content and Footer inputs. Make sure to include the {{ activity.booking_url }} variable which will allow users to deep link into the booking flow for that specific activity. View more information about Email templates

Why can I not edit waitlist settings for a schedule?

This is likely due to one of two things:

1. The schedule must be the Classes Activity type
2. Your Role must have the ability to "Edit Schedule Waitlist Settings":

What's Next?

• Configuring the Waitlist Cut Off time (in Minutes) - V2
• How to create a Class Bookings Schedule - ACV2
• How to create and customise Email Templates?
• How to customise the "Waitlist cutoff time" email template?