When a client can't find a time that suits them, Pogozo's appointment waitlist lets you capture their preferences and automatically notify them when a matching spot opens up - whether that's from a cancellation or new availability being added.
Turning on automatic waitlist notifications
Go to Settings, then Appointments, Classes & Memberships, and select Appointment settings.
Scroll down to the Waitlist section. Set Turn on automated appointment waitlist notifications to Yes.
Under Send automatically when, choose what triggers a notification:
On an appointment cancellation - notify waitlisted clients when a booking is cancelled.
When a new team member schedule is added, including once-off availabilities - notify when new availability is added.
Both — notify in either case.
Set the Waitlist notification window - the maximum window of time into the future a freed-up slot can be. Choose anywhere from 1 to 52 weeks, or Any future time. If an appointment slot becomes available
Under Send waitlist notification if waitlist entry matches, turn on the rules that must align before a client is notified:
Match the day
Match the time
Match the practitioner
Match the appointment type — the practitioner whose slot opened must be able to deliver the type the client is waiting for
Match the duration of the selected appointment — the opening must be long enough
Match the location
TIP: If a client left a preference blank (e.g. no particular practitioner), that counts as "any" and will always match. You need at least one trigger and at least one match rule turned on for the automation to work.
Click Update changes to lock in your settings.
Adding a client to the waitlist
Go to the Calendar and select Waitlist.
Click Add client to waitlist.
Fill in the client's details and preferences:
Client - search for and select the client
Appointment type - the type they're waiting for
Location - defaults to all locations
Practitioner - defaults to all practitioners
Day and time preferences - select the weekdays and time of day that suit them (Morning, Afternoon, or After Hours)
Click Save. At least one day and time preference is required.
The client will appear in the Waitlist until the date of their next booking, after which they will be automatically removed.
How clients can add themselves
When a client books online and can't find a time that suits them, they'll see "Need an earlier appointment? Join the waitlist."
They can select their preferred days and times (Morning, Afternoon, or After Hours), add any waitlist notes, and tap Add to waitlist. They'll be automatically notified when a matching spot opens up.
Messaging your waitlist manually
Go to the Calendar and select Waitlist.
Click Contact waitlist.
Use the Practitioner, Days, and Location filters to narrow the list. Then tick the clients you want to message - or select all filtered clients.
Tick the clients you want to message - or select all filtered clients. Then choose Send email, Send SMS, or Send push notification.
Write your message, and scroll down to click Send.
What the client receives
When a matching spot opens up, the client receives a notification by email, SMS, and/or push - whichever channels are active. The message lets them know a spot is available and directs them to contact the business to book in. Clients are not booked automatically, so the first person to get in touch gets the slot.
TIP: The wording of the waitlist notification email, SMS, and push message can be edited under Settings, then Communications & Marketing, select Automated communications, then click Appointment waitlist spot notification. Turning the setting on activates all three channels - you can switch individual channels off from there.
Removing a client from the waitlist
Go to the Calendar and select Waitlist.
Find the client you'd like to remove and click the three dots to the right of their row.
Select Remove from waitlist and click Confirm.
The client will be removed from the waitlist and will no longer receive notifications when a matching spot opens up.