Waitlist Settings
Where to find them
Under Settings > Waitlist Settings > Appointments > toggle on 'Allow joining a waitlist for Appointments.'
What does each setting mean?
'Manual' allows staff to reach out manually 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.
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 at once about that teacher's open time slot. The fastest to reply gets the appointment.
With 'Manual,' how's it work for staff?
'Manual' requires staff to reach out to waitlistees for an appointment and book them in.
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.
Minutes to Respond, Cut-off & Uptime Settings
Minutes to Respond
With Fastest fingers first, where everyone gets a message at the same time, you'll be asked to set the number of minutes that 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 waitlistee enough time to make into the appointment they're about to claim.
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.
What causes the automated outreach to start?
If an existing appointment is:
• cancelled
• rescheduled
• its staff/venue is changed
• or (coming soon) a time block is deleted
What's the customer experience?
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.
Where can staff access the waitlist?
Waitlistees will can be viewed and booked under Appointments > Reservations > Waitlist.
Staff can click the dropdown menu to the right > then 'Book Appointment' and the details of the customer and Appointment they're waitlisted for will be pre-populated to expedite checkout.
Can staff add customers to waitlists from the schedule page?
Yes, if they click any open white space as if they were about to book an appointment, they'll see an option at the top to add a customer to the waitlist.
Do waitlistees need to pay to book an appointment?
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.