Where can I update my Waitlist settings?
Click Settings > Offerings > Waitlist Settings
How does each waitlist setting work? Double Opt-in, Fast Fingers First, First Come First Serve
When a spot opens up in 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)
What are waitlist cutoff times?
Cut off times ensure your customers have enough of a heads up that they can make it into class on time. Without a cutoff time your customers might receive a notification that they've been added 10 minutes before class starts, and they might live 20 minutes away.
To ensure they have enough time to make it in, set a Cut-Off time (ex. 2 hours before class starts): 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. putting 60 minutes would stop adding & notifying waitlisters an hour before class starts. See this article for directions with screenshots.
How do I add someone to a waitlist?
Follow these directions
Where can I see who’s on a class’ waitlist?
On a class details page, click here.
How do I move someone from the waitlist into class? How can I remove someone from the waitlist?
From a class details page, click Waitlist > click the dropdown menu to the right of the customer’s name.
How do I override a classes capacity?
This can be done from POS or the class details page, although it's easier from the class details page. Follow the prompts to add someone into class and, if it's full, you’ll see a message like this. Ignore it, select the customer and add them in.
You’ll then be prompted to Add to Waitlist or to Override the class’ capacity. Choose the latter.
Customers can’t join class off the waitlist if they've run out of credits. In this scenario, shouldn’t the customer’s card on file be charged?
The customer's card on file will not be auto-charged in this case unless a special General setting is enabled -- in Settings > General Setup, near the bottom under the section titled Unpaid Class Bookings Auto-settlement.
You can enable "Automatically settle (pay for) unpaid bookings before a class starts" & subsequent " Charge payment method on file if no membership is found".
Why was my class overbooked?
This can happen for a couple of reasons:
A staff member may have overridden the waitlist — this happens when the staff member goes to add a customer in and sees a message that class is full. They can then choose to add the customer into class anyway, overriding the capacity
If a customer is transferred from another class and the class is full, the max capacity settings for the new class can be overridden, which may cause the class to end up overbooked.
What’s the messaging a waitlisted customer receives when someone on the class list cancels and the wait-lister is automatically added in?
The waitlister will get a SMS message that looks like this.
And an email that looks like this.
Where can I edit or disable the email templates for waitlist scenarios?
The email templates can be edited or disabled from Studio Setup > Transactional Templates. Search for Waitlist.
Can I edit the SMS template?
The SMS template cannot currently be edited.
Where can I view SMS and email messages sent to customers about waitlist activity?
Click Settings > Sent Message > click Filters > search for Waitlist > select a template and Apply filter