Waitlist
Overview
When a service has Waitlist enabled (see Advance Settings), customers can request a time that's fully booked or otherwise unavailable, instead of being turned away. You review each request and either offer them a real slot or decline it.
How Customers Join
When no time works for them, customers see a "Can't find your slot? Join waitlist" link. Joining asks for:
| Field | Notes |
|---|---|
| Preferred date/time | Varies by service type — a date + time range for Hours bookings, a single date for Full-day, a date range for Multi-day |
| — | |
| Timezone | — |
| Participants | — |
| Preferred staff | Required — there's no "any staff" option |
After submitting, they see "You are on the waitlist" — they'll hear back once you've checked availability.
Managing Requests
Waitlist requests show up as a Waitlist tab on the Appointments page, alongside your regular appointments.
Each request moves through:
| Stage | Meaning |
|---|---|
| Propose | New request, waiting on you |
| Pending | You've offered a time — waiting on the customer to confirm |
| Declined | Turned down — final |
To offer a time: open the request and click Propose a new time, picking an actual available slot. The customer gets an email inviting them to confirm — the invite link expires 24 hours after you send it.
To turn down a request: click Decline. This is final.
If the customer confirms in time, a real appointment is created automatically, tagged with a Waitlist badge so you can see where it came from in your regular Appointments list. If they don't confirm within 24 hours, the invite simply expires and the request goes back to needing your attention.
Notifications
| Event | Sent to |
|---|---|
| Customer joins the waitlist | Customer — confirms they're on the list |
| You propose a time | Customer — invites them to confirm within 24 hours |
| Request is declined | Customer |
| New waitlist request comes in | You |
All four are editable from Settings → Notifications, same as your other customer emails.