Offer an appointment waitlist

Maximize your availability and fill last-minute cancellations by offering a waitlist to clients.

Enable a waitlist that clients can join when you're fully booked. When a spot opens up, the client receives a text message with a direct link to book an appointment.

Appointment waitlists are only available if you're on the Standard/Growing or Premium/Powerhouse plans.

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Enable a waitlist

You can enable a waitlist from a computer or mobile browser, or the Acuity Scheduling Admin mobile app. After you enable the waitlist, a Join waitlist button appears on your scheduling page for all appointment types except classes.

How clients join the waitlist

If a client’s preferred appointment date and time isn’t available to book:

• On your scheduling page, the client can click Join waitlist.
• Next, the client can select their preferred date or date range. They can also choose Any date and join the waitlist for any opening in the next 14 days.
• After selecting a date, the client can choose a preferred time range, or choose Any time.
• To add up to five additional dates and times to their waitlist request, the client can click + Add more times.
• From there, the client clicks Continue and enters their information. After they click Confirm, they’ll receive a waitlist confirmation email.

How clients book from the waitlist

When an existing appointment is canceled or rescheduled, clients on the waitlist with a matching preferred time slot will receive a text message with a booking link. They can click this link and complete their booking if the time is still available.

Can clients remove themselves from the waitlist?

Yes. To cancel their waitlist request, clients can click Cancel request on the confirmation page or in their waitlist confirmation email.

Add, remove, and track waitlist requests

You can review and manage your waitlist requests from a browser by going to your Calendar page and clicking Waitlist, or in the Acuity Admin mobile app by tapping Menu, then tapping Waitlist.

If you have multiple calendars, you can click the filter icon to filter by calendar. You can also click the sort icon to sort your waitlist by the requested appointment date, or by the date the client joined your waitlist.

Your waitlist requests are organized into these categories:

• Waiting - Requests for upcoming dates and times
• Expired - Requests for past dates and times, and canceled requests
• Booked - Scheduled appointments that were moved from the waitlist

Add a client to the waitlist

To add a client to your waitlist:

1. Open the Calendar page in your browser, or tap Menu in the mobile app.
2. Click Waitlist, then click Add.
3. Click the search bar, then search for an existing client or click + Add new client to fill out the client’s information.
4. Check I've received permission from this client to opt them in to receive SMS notifications for waitlist availability to confirm the client has agreed to receive notifications about their waitlist request.
5. Click the Appointment dropdown menu and select an appointment type.
6. Optional: If you have multiple calendars, click the Calendar dropdown menu to select a specific calendar.
7. Optional: Click + Add-ons to include add-ons with the requested appointment.
8. Set the client’s time zone.
9. Add the client’s date and time preferences. You can set specific dates or a date range, or select Any date to join the waitlist for the next 14 days. You can also include a time range by selecting a start and end time, or choose Any time within your available hours.
10. Optional: Click + Add more times to add additional date and time preferences.
11. Click Save.

Remove a client from the waitlist

To remove ‌a client from the waitlist:

1. Open the Calendar page in your browser, or tap Menu in the mobile app.
2. Click Waitlist.
3. Click ••• next to the client’s name, then click Remove from waitlist.

Book clients from your waitlist

To book appointments for clients on the waitlist:

1. Open the Calendar page in your browser, or tap Menu in the mobile app.
2. Click Waitlist.
3. In the Waiting tab, click Book on the client’s requested appointment.
4. Choose a date and time, or click Custom to choose a date and time outside your availability.
5. The client’s name and contact information will be prefilled. Click their name to edit those details or opt them in to text reminders.
6. Optional: Click Forms and Notes to add intake form answers or private appointment notes.
7. Click Schedule Appointment.

To learn more, visit Booking appointments for clients.

How waitlist notifications work

You and your clients can receive a confirmation email after joining the waitlist. Clients will receive a text message when their preferred time becomes available after an existing appointment is canceled or rescheduled.

• Confirmation email - To preview or customize the client’s waitlist confirmation email, open your Client Emails panel and click Waitlist Confirmation. To receive a copy of the client’s waitlist confirmation email, open your Booking Alerts panel and turn the Send waitlist notifications toggle on.
• Text message notification - This notification can’t be customized, but it will be translated to your account language, and the appointment type and business name are excluded for HIPAA-enabled accounts. The text message sent to clients says: “Hi [Client’s first name], a spot just opened for [appointment type name] at [your business name] at [time and date]. Book now to reserve this time: [scheduling page link]”
• Push notification - You and your staff can receive push notifications from the Acuity Scheduling Admin mobile app when a client joins the waitlist.