This guide explains how to create waitlist requests in different ways and how to manage them once they are added to the system.
Waitlists help you capture booking requests when a client cannot find a suitable appointment time. When an appropriate slot becomes available, you can quickly schedule the waitlist request.
Ways to Create a Waitlist Request
🖥️ Desktop
1. Add a New Waitlist from the “+” Button
You can create a waitlist request from anywhere in the system.
Steps
Click the + button in the top menu bar
Select New Waitlist
If you have multiple business locations, a pop-up will ask you to select the business location first.
Once selected, the New Waitlist drawer will open on the right side.
Fill in the Waitlist Details
Select the client, pet, and service, then configure the client’s preferences:
Expected Date
ASAP
Specific day of the week
Specific date
Expected Time
Anytime
Time range (Morning / Afternoon / Evening)
Exact start time
Staff Preference
Anyone
One or more specific staff members
Valid Until
The expiration date for the waitlist request
Once expired, the request will automatically be removed from the waitlist list
You can also add a comment to the waitlist request.
This comment will become ticket comments if the waitlist is later scheduled as an appointment.
Click Add to Waitlist to save the request.
You can view the request later in: Calendar → Waitlist → View Request List
For mobile grooming businesses, you will also be able to:
View the client’s address on the map
See the service area on the map
Available appointment slots will be recommended based on the expected date, time, and staff preferences you selected.
Click Book Now to schedule the appointment.
2. Add a Waitlist from an Existing Appointment
You can add an existing appointment to the waitlist if a client wants to move their appointment earlier when a slot becomes available.
Steps
Click the appointment card on the calendar
Open the appointment drawer
Click the three-dot icon
Select To Waitlist
Then configure the waitlist preferences:
Expected date
Expected time
Preferred staff
Valid until date
The staff field will automatically fill with the current appointment’s staff, but you can change it if needed.
All appointment details will automatically sync with the waitlist request.
Optional Setting
You can enable:
Delete current appointment after adding it to waitlist
If enabled → the existing appointment will be removed
If disabled → the appointment will remain on the calendar while also being added to the waitlist
Click Add to finish.
Client Notification
If Auto Message for “Appointment moved to waitlist” is enabled in:
Settings → Auto Message
You will see a pop-up asking if you want to send a notification to the client.
Linking Between Appointment and Waitlist
If the original appointment remains on the calendar:
The appointment drawer will show a blue note: “Check related waitlist request”
You can click it to view the linked waitlist.
Similarly, in the waitlist request you will see:
“Reschedule from Booking ID”
This allows you to jump back to the related appointment.
3. Add an Online Booking Request to the Waitlist
When a client submits an online booking request, you will receive a notification from the bell icon in the top menu bar.
Steps
Click the notification
Open the Booking Request page
Click To Waitlist
You can also access booking requests directly in the Online Booking section.
For more details, see the Online Booking Waitlist Guide.
4. Add an Intake Form Client to the Waitlist
You can also add waitlist requests from intake form submissions.
Steps
Go to the Intake Form section
Open the Received Submissions
Click a submission row
Select Add to Waitlist
If the Add to Waitlist button appears greyed out, you may need to complete additional actions first (for example merging with an existing client profile).
Once the required steps are completed, the button will turn orange, and you can proceed.
After clicking Add to Waitlist, fill in:
Pet and service
Expected date
Expected time
Preferred staff
Valid until date
Then click Add to Waitlist.
You can view the request in:
Client Profile → Booking → Waitlist
Calendar → Waitlist List
📱 Mobile App
1. Add a New Waitlist from the “+” Button
Steps
Go to Calendar
Tap the + button in the top-right corner
Select Add Waitlist
Then fill in:
Client
Pet
Service
Expected date
Expected time
Preferred staff
Valid until date
Tap Add in the top-right corner to create the waitlist.
2. Add a Waitlist from an Existing Appointment
Steps
Tap the appointment card in the calendar
Open the appointment details
Tap To Waitlist
Set the waitlist preferences:
Expected date
Expected time
Preferred staff
Valid until date
You can also choose:
Delete current appointment after adding it to waitlist
Enable to remove the existing appointment
Disable to keep the appointment while also adding it to the waitlist
Once added, the appointment will display a blue note:
“Check related waitlist request”
Tap it to open the linked waitlist.
3. Add an Online Booking Request to the Waitlist
Steps
Go to Notifications
Select Online Booking
Open the booking request
Tap To Waitlist
For more details, see the Online Booking Waitlist Guide.
4. Add an Intake Form Client to the Waitlist
Steps
Go to Notifications
Select Form Submission
Open the intake form submission
Tap Add to Waitlist
You can then fill in the waitlist details and add the request.
