How the Waitlist page works

The Waitlist page (Schedules → Waitlist tab) is where you keep track of customers who couldn't get a slot, so you can notify them the moment one opens.

How people land here

Entries only get here when you add them yourself, with the "Add to Waitlist" button in the top right of the page — there's no path today where a customer who hits a full calendar lands here on their own; the public booking page has no "join the waitlist instead" option. Once someone's on the list, though, one thing genuinely is automatic: if a booked appointment gets canceled or marked no-show, the next waiting entry is notified right then, without you having to tap Notify yourself.

Each entry shows the customer's name, phone number (if on file), their vehicle, the service they wanted, a preferred date range (if they gave one), any notes, and how long they've been waiting — "today," "yesterday," "3d ago," and so on, switching to a plain date like "Jan 5, 2026" once it's been a week or more.

One thing to watch: vehicle info only displays when both the year and make are on file. If a vehicle record is missing either of those — even if the model is filled in — nothing shows for that entry, so it's worth making sure year and make get captured when the waitlist entry is created.

Who can use it

Everyone on the team can open the Waitlist and see who's on it. Owners, admins, managers, front desk and service writers can also add entries, notify customers and remove entries. Technicians see the list read-only: the Add to Waitlist, Notify and Remove controls don't show for them, and the page says so. The automatic notification when an appointment is canceled or marked no-show doesn't depend on who made the change.

Notifying customers

Every entry has a status badge — waiting, offered, confirmed, canceled, or expired. Only "waiting" entries get a "Notify" button. Tap it when you have an open slot; the page's own description says this sends a "one-click confirm SMS" the customer can tap to grab the slot.

Here's the part that's easy to miss: once you tap Notify, the entry's status flips to "offered" and the button is replaced by a "Notified Xd ago" badge — there's no Notify or resend button for offered entries. If the customer doesn't respond, the entry just sits at "offered" with no way to re-notify from this page. Presumably the customer's SMS link is what eventually moves the entry to "confirmed" or lets it expire, but that transition happens outside this page.

Removing entries

Every row has an X icon on the far right. It opens a confirmation dialog ("Remove from waitlist... This can't be undone") before deleting the entry, and it works regardless of status — waiting, offered, confirmed, canceled, or expired all get the same Remove control.

That's also the only action available once an entry is no longer "waiting" or "offered": confirmed, canceled, and expired entries show just their status badge and the Remove button. There's nothing on this page to re-offer a canceled entry or revive an expired one — if you want to give that customer another shot, you'd need to add them to the waitlist again.

The counters at the top

The three numbers above the list — Waiting, Offered, Confirmed — are simple counts of the entries currently shown below, recalculated live as statuses change. They aren't a separate report; they'll always match what you can count in the list itself.