Waitlist Settings Explained
If a customer cancels out of a full class, you have 3 options for how your waitlisted customers can fill that open spot.
First come, first serve
When a spot opens up, the first wait-lister is automatically added and immediately and notified by SMS. Wait-listers can see their place in line from their Momence account.
Double opt-in
When a spot opens up, the first wait-lister is asked by text message if they still want the spot. If they respond with a Yes, its theirs. If they say No, the next wait-lister in line is immediately asked. This repeats until someone accepts.
If a wait-lister takes more than 10 minutes to respond, they lose their chance, and the next in line is asked. You can change this time figure. Wait-listers can see their place in line from their Momence account.
Fast fingers first
When a spot opens, every wait-lister gets the same text message that a spot is available. The first to respond gets the spot. Wait-listers cannot see their place in line from their Momence account.
For all three options,
If a customer does not have a phone number on file, they'll be emailed.
If you have a waitlist cutoff time -- ex. beginning 1 hour before class, no one can be added off the waitlist (because they may not have enough time to make it in) -- then no one will be notified/asked after this cutoff time. (Cutoff times are editable at the class/template level)
How to:
Set Waitlist Cut-Off Times
Sometimes customers are added to a class from the waitlist at the last minute. This makes it difficult for them to make it to class on time.
Here's how to ensure they have enough time to make it in, every time.
Set a Cut-Off time
Click Classes > Schedule > edit the individual class or series, using the drop down menu to the right.
Click 'Enable waitlist' and choose the cutoff time.
Ex. 60 minutes would stop waitlisters from being added into class automatically and notified 1 hour ahead of the class start time, ensuring everyone had at least an hour heads up, if not more.
Reorder a class's waitlist signups
You can now move customers up in a waitlist. This helps in a number of different instances such as:
Someone is at the studio waiting vs. others on the list who are not there physically
Someone asked to be added to the waitlist for an upcoming class but you forgot to do it at that moment and now 3 additional people have signed up ahead of them.
To rearrange the order of waitlist signups,
head to a class details page > click Waitlist > then drag the signups to their new position
To enable a waitlist for a class, from a Class Details page, click Actions > Edit this class > scroll to Enable Waitlist.
Filter Out Waitlist Messages from your Inbox
To filter out waitlist messages from your inbox, de-select the Transactional message type from your Filters Menu. To see this menu, click Home > Inbox > Filters.
Set the window for when waitlist messages can go out
Control when your waitlist requests will start firing to customers via Settings > Waitlist settings > Additional Settings > Uptime settings.
Note that if you have 'fastest fingers first' or 'double opt-in' as your waitlist option, no one will receive messages in the off hours that you set.
FAQ's
What happens if everyone in the waitlist has been notified but no one confirms?
The waitlist double opt-in function ensures that users confirm their interest in booking. If all waitlisted customers fail to respond within the allocated time frame, the process ends without looping back to the initial person. Instead, it remains inactive until the next booking is canceled.
If someone is booked on several waitlists, how does the feature know which class the customer is willing to accept?
The waitlist double opt-in function uses a numerical system so that, if a customer is waitlisted for two sessions, they will receive two different prompts if an opening occurs in both classes. To differentiate them, one prompt will ask the customer to reply with 1 to accept, whereas the other will require the customer to reply with 11 to accept. Same applies to declining.
Why was my class overbooked?
Classes can sometimes end up overbooked when:
A staff member has overridden the waitlist capacity
A customer has been transferred into the class. When transferring a member from a different class, the max capacity settings for the new class are overridden, which may cause the class to end up overbooked.
Why wasn't a waitlistee added after someone cancelled?
If the cancellation took place after the cutoff time, this will result in no-one being added. Cutoff times are designed to give waitlistees enough time to make it into class.
Add someone to a class waitlist
You can do this from Point of Sale or a Class Details page.
From POS
From POS, you'll see the following message if the class has the waitlist enabled.
Click 'Add to cart' and you'll see a waitlist tag attached. Next choose payment method below, and
Next, choose payment method below for the would be charge if they end up making into class.
From a class page
In the class details page, you'll see the following message if the class is full.
By adding someone in, you'll be presented with this pop up that gives you two options: override the class capacity or add to the waitlist. Choose the wait list option.
