Offer a 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 their service or class.

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

Video on using waitlists for services

This four-minute video walks through creating waitlists for services and what clients see.

Enable a waitlist for servcies

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

Enable a waitlist for classes

You can enable a waitlist for classes from a computer or mobile browser, but it’s not possible to enable it from the Acuity Scheduling Admin mobile app. After you enable the waitlist, a Join waitlist button appears on your scheduling page for any classes that are fully booked .

It's not possible to have a waitlist for a class series; waitlists are for individual class sessions only.

To enable the waitlist feature for classes:

1. Open the Scheduling Page panel.
2. Click Class waitlist.
3. Switch the Class waitlist toggle on.
4. In the Minimum hours field, decide how soon before an appointment starts a client can book a spot from the waitlist. The minimum hours set here override the hours you set in your scheduling limits.
5. Click Save.

How clients join a waitlist for services

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 join a waitlist for a class

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

• On your scheduling page, the client can click Join waitlist for that class date and time.
• From there, the client enters their information. After they click Join waitlist, they’ll receive a waitlist confirmation email.

How clients book from a waitlist

The process is the same whether clients are on a waitlist for a class or a service. 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 a waitlist?

Yes. The process is the same whether clients are on a waitlist for a class or a service. To cancel their waitlist request, clients can click Cancel request on the confirmation page or in their waitlist confirmation email.

Review waitlist requests

You can review your waitlist requests from a browser by going to your Calendar page and clicking Waitlist, then clicking Appointments or Classes. 

You can review waitlist requests for services, but not classes, in the Acuity Admin mobile app by tapping Menu, then tapping Waitlist.

Waitlist requests for classes and services are organized separately

Review waitlist requests for services

Your waitlist requests for services 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

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.

Review waitlist requests for classes

Waitlist requests for classes are grouped by the class session your clients want to join. 

Add a client to a waitlist for a service

To add a client to your waitlist:

1. Open the Calendar page in your browser,  then click Waitlist, then click Appointments. Or, in the mobile app, tap Menu, then Waitlist.
2. 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.

Add a client to a waitlist for a class

1. Open the Calendar page in your browser.
2. Click Waitlist, then click Classes.
3. Click a waitlist, then click Add.
4. Click the search bar, then search for an existing client or click + Add new client to fill out the client’s information.
5. 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.
6. Click Save.

Remove a client from a waitlist for a service

To remove ‌a client from a waitlist for a service:

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

Remove a client from a waitlist for a class

To remove ‌a client from a waitlist for a class:

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

To learn more, visit Booking appointments for clients.

Book clients from a waitlist for a class

To book classes for clients on a waitlist:

1. Open the Calendar page in your browser, then click Waitlist, then click Classes.
2. Click on a waitlist. 
3. Click Book for a client.
4. The client’s name and contact information will be prefilled. Click their name to edit those details.
5. Optional: Click Forms and Notes to add intake form answers or private appointment notes.
6. Click Schedule appointment.

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. Email and text message notifications are the same for waitlists for services and classes. Push notifications are only available for waitlists for services.

• 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.