When you're booked out, some clients will ask you to let them know if something earlier opens up. You can keep that waitlist with a client tag. When a cancellation opens a slot, the client list and Client Map show you who's waiting and where they are. Identify who you want to invite to move into the open slot and send them the offer from a Custom Template.
Here's how:
Step 1: Write an earlier-opening template
A custom message template saves you from writing the offer from scratch every time. Create an email or text message template using the steps in How Do I Create New Custom Message Templates?
Custom messages can't fill in an appointment's date or time, so leave a blank for it, such as "I have an opening on ___. Would you like it?" You'll type in the opening before you send. You can choose to include the self scheduler link for them to self book, or have them contact you to reserve the slot.
Step 2: Add a client to the waitlist
On the client's page, add the tag WAITLIST. There's nothing to set up first: typing a tag the first time creates it.
The tag shows on the client card when you schedule or reschedule them, so you'll see they're waiting.
If your clients schedule online, you can let them ask for the waitlist while they schedule.
Go to Settings > Scheduling > Self-Scheduler and add a line to your Welcome message telling clients they can join your waitlist.
In your Master Service List, add a group called Waitlist with a self-schedulable service of the same name with a description explaining the process you will follow. See How Do I Add A New Master Service List Item Or Group? and How Do I Allow A Master Service List Item To Be Self-Scheduled?
When a reservation comes in with the Waitlist service, add the
WAITLISTtag to that client. Remove the Waitlist Service from the appointment.
Step 3: Fill an opening
When a slot opens up, narrow your client list to the waitlist and look at it on the map.
Go to Clients and switch the view from List to Map.
Add the Any appointment filter and set both Appointment after (or on) and Any appointment before (or on) to the day of the opening.
Click Draw Polygon or Draw Circle and draw around those pins, leaving room for the drive you’d be willing to make from these appointments to fit a new appointment.
Remove the Any Appointment filter. The shape will continue to stays on the map.
Add the Any of these tags filter with
WAITLIST.Add the Any appointment filter again and set Appointment after (or on) to the day after the opening.
Click the pin of a client inside the shape.
Click Contact and select Send a custom message.
Choose your template, fill in the opening’s date and time, and click Send Now.
Repeat for as many clients as you want to invite to fill the slot.
To narrow the map to one part of your territory, click Add Service Area and pick one of your service areas. Once a client takes the opening, move their appointment to the new time.
Step 4: Clear clients off the waitlist
Take the tag off once a client's appointment has happened, whether you moved them up or they kept their original date. Otherwise they'll keep showing up as waiting. You can clear everyone at once.
Go to Clients and add the Any of these tags filter with
WAITLIST.Add the Has future appointment scheduled filter and switch it so the chip reads Has no future appointment scheduled.
Click the checkbox in the header row to select every client in the list.
Click Edit all and select Remove Tag.
Choose
WAITLIST, click Save, and confirm.
On the mobile app, there are no checkboxes. Tap Edit, and the action applies to every client matching your filters.
This also takes the tag off waitlisted clients who don't have an appointment scheduled yet, so check the list before you remove it.