Waitlist FAQ's - Appointments

Under Settings > Waitlist Settings, you'll now find a tab for Appointments where you can:

• allow customers to join a waitlist for an appointment; and

• choose to be notified when a customer does

• decide whether to automate your waitlists or add customers manually

With Automations you no longer have to manually add a waitlistee to a recently cancelled appointment. You can now choose how your customers are automatically added from the waitlist. Learn more here.

'Manual' allows staff to reach out to waitlistees when an appointment is cancelled.

'Double Opt-in' will text the first person on the list and give them some time to respond before texting the next person on the list. You choose how much time is given.

'Fastest fingers first' texts all waitlistees for that appointment at once. The fastest to reply gets the appointment.

When a customer is looking for an appointment to book, an hourglass symbol indicates an appointment slot is taken but that a waitlist spot is open.

If the customer clicks a taken time a warning displays to help the customer understand that they're joining a waitlist and not booking an appointment.

The customer is not charged to join the waitlist. After joining, they'll see this.

On mobile, customers will see a 'join waitlist' option. And if customers need to leave the waitlist later on, they'll see an option on both mobile and desktop to do this.

Waitlistees will live here, under Appointments > Reservations > Waitlist.

This is the initial release of this feature -- more improvements are on the way to make it even easier to use.

We'll soon introduce automatic triggers for interacting with the waitlisted customers to add them in, but for now the list lives here, where staff can manually reach out after cancellations occur.

If staff click this dropdown menu, then 'Book Appointment, the details of the customer and Appointment they're waitlisted for will be pre-populated to expedite checkout.'

Yes, if they click any open white space as if they were about to book an appointment, they'll see this option at the top to add a customer to the waitlist.

From Settings (bottom left) > Waitlist Settings > Appointments you can choose how your customers are automatically added from the waitlist.

'Manual' allows staff to reach out to waitlistees for an appointment and book them in.

For example, lets pretend we just received a call from our last customer of the day, Lisa. She needs to cancel. A thin purple line indicates someone has booked onto the waitlist for this time slot, next to Lisa's appointment.

We can cancel Lisa's appointment now and this waitlist place holder will remain. However, with Manual mode, this slot will still be available to the public to book. It is not held for just this waitlistee.

Clicking the waitlistee will pull up this side panel where we can contact the customer, and book them in.

Double Opt-in will text the first person on the list and give them some time to respond before texting the next person on the list. You choose how much time is given.

Once that second person has been texted the first person can no longer book via text and is notified of this if they attempt to.

Fastest fingers first texts all waitlistees about that teacher's open time slot at once. The fastest to reply gets the appointment.

Minutes to Respond: Both Double Opt-in and Fastest Fingers First make use of the following settings:

Fastest fingers first, where everyone gets a message at the same time, you'll be asked to set the number of minutes ALL customers have to respond.

For Double Opt-In, where each customer gets a separate turn to respond, you'll be asked to set the number of minutes EACH customer has to respond.

Cut-off period: This is used to give a newly added waitlistee enough time to make into the appointment they were just booked into.

For example, if your cut-off time is 60 minutes, Momence will stop reaching out to waitlistees about an opening due to a cancelled appointment 60 minutes before that appointment's start time.

Uptime Settings: if you prefer not to bug your customers after hours, you can set the start and stop times here. Momence will respect these boundaries.

Note: If a customer doesn't have a phone number on file, Momence will email them instead. To learn more about waitlists for appointments, click here.

If an existing appointment is:

• cancelled

• rescheduled

• its staff/venue is changed

• or (coming soon) a time block is deleted

If a waitlistee confirms they can make an appointment through one of the automated methods, a reservation is created as unpaid and needs to be settled later on.