captures interest for fully booked or not-yet-open experiences. This feature helps you prioritise potential guests and streamline bookings when spots open, ensuring you don't miss out on revenue. For example, you can automatically notify guests on the waitlist when a spot becomes available on your popular wine tasting tour.
Accessing this feature
Go to Experiences. Select the experience you want to manage by clicking its title. Within the Experience Details page, select the Waitlist Management tab.
How to use it
This section details the process for configuring, populating, and managing your experience waitlists.
Configure Waitlist Settings:
From the Waitlist Management tab, locate the Settings sub-section.
Enable Waitlist: Toggle this option to On to activate the waitlist for the selected experience.
Maximum Waitlist Capacity: Define the total number of guests the waitlist can hold. Once this limit is reached, new sign-ups are prevented.
Automatic Notifications: Configure automated email notifications for waitlisted guests. Options include:
Waitlist Confirmation: Sent immediately upon joining the waitlist.
Spot Alert: Sent when a spot becomes available (can be configured to notify the next person in line or a segment of the waitlist).
Experience Launch Notification: Sent when a new iteration of the experience is announced.
Waitlist Criteria/Prioritisation: If applicable, define criteria (e.g., date joined, pre-requisite completion, specific demographics) that influences guest ranking on the waitlist. This may involve custom fields or a manual prioritisation mechanism.
Public Waitlist Sign-up Form: Generate or link to a public-facing form that allows interested individuals to self-enrol onto the waitlist. Customise the fields to capture necessary information.
Click Save Settings to apply your configurations.
Add Guests to Waitlist:
Manual Addition: On the Waitlist Management tab, click Create Guest.
Search for an existing guest profile or create a new one by entering their details (Name, Email, etc.).
Confirm their addition to the waitlist.
Via Public Form: Share the URL of your public waitlist sign-up form. Guests who complete the form are automatically added to the waitlist with a 'Pending' or 'Active' status, based on your settings.
Manage Waitlist Order and Status:
The waitlist table displays all registered guests, their current position, and status (e.g., Active, Offered, Enrolled, Declined, Removed).
Reorder Guests: If manual prioritisation is enabled, you can drag and drop guests to adjust their position on the waitlist. Alternatively, use the Edit option next to a guest's entry to modify their priority score or criteria.
Update Status: Manually change a guest's status as they progress through the waitlist lifecycle (e.g., from 'Active' to 'Offered' when a spot is available, or 'Declined' if they reject an offer).
Filter and Search: Use the search bar and filter options to quickly locate specific guests or view segments of the waitlist based on status, date joined, or other criteria.
Communicate with Waitlisted Guests:
Select one or more guests from the waitlist table.
Click the Send Email button.
Choose from pre-defined waitlist templates (e.g., 'Offer of Enrolment', 'Experience Update', 'Waitlist Removal Notification') or compose a new message.
Personalise the email using merge tags (e.g., ######{{guest.name}} ).
Review and send the communication. Automated notifications also trigger based on your configured settings.
Move Guests to Experience:
When a spot becomes available, or you are ready to enrol guests from the waitlist:
Locate the guest(s) you want to enrol.
Select the checkbox next to their name.
Click the Enrol in Experience button.
Confirm the enrolment. This action typically updates their status to 'Enrolled' and removes them from the active waitlist, transferring their record to the experience's guest list.
Remove Guests from Waitlist:
To remove a guest who no longer wishes to join or has been enrolled elsewhere:
Locate the guest on the waitlist.
Click the Remove button (often represented by a trash can icon) next to their entry.
Confirm the removal. This action updates their status to 'Removed' and typically archives their waitlist entry.
Key Capabilities
Centralized Waitlist Management: Consolidate all experience waitlists in one accessible location, providing a comprehensive overview of demand.
Automated Notifications: Configure and dispatch automated email communications, including waitlist confirmations, spot alerts, and experience updates, reducing administrative overhead.
Customizable Prioritisation: Define specific criteria or allow manual reordering to establish a fair and transparent system for allocating experience spots.
Seamless Enrolment Integration: Directly transition waitlisted guests into active experience enrolment with a single action, synchronising their data and status.
Public Sign-up Forms: Generate and embed customizable forms to allow interested individuals to self-register for waitlists, expanding reach and simplifying data collection.
Guest Status Tracking: Monitor the progression of each waitlisted individual through various statuses (e.g., Active, Offered, Enrolled, Declined) for clear oversight.
Data Export and Reporting: Export waitlist data for further analysis, reporting, and strategic planning related to experience demand and capacity.
Tips
Maintain Transparency: Clearly communicate the waitlist process, estimated wait times (if applicable), and how guests are notified of spots. Set realistic expectations to enhance satisfaction.
Regularly Review and Purge: Periodically review your waitlists for outdated entries or guests who are no longer interested. Removing inactive entries ensures the waitlist accurately reflects current demand.
Use Automation: Maximise the use of automated notifications for confirmations and updates. This ensures timely communication and frees up administrative resources.
Define Clear Prioritisation Rules: Establish and document your organisation's criteria for waitlist prioritisation. This ensures fairness and consistency when allocating spots, especially for high-demand experiences.
Prepare Communication Templates: Develop a suite of standardised email templates for different waitlist scenarios (e.g., offer of enrolment, experience delay, waitlist closure) to maintain a consistent and professional voice.
Monitor Demand Trends: Use waitlist data to identify patterns in experience demand. This information is invaluable for planning future experience offerings, adjusting capacity, or developing new experiences to meet market needs.
Ensure Data Accuracy: Regularly verify guest contact information to ensure that important communications reach their intended recipients.
Need help?
For further assistance, contact us at [email protected]