Overview
A full class doesn't have to mean a lost client. When a session reaches its capacity, clients are offered a place on the waiting list instead of a booking. If a place frees up later, everyone on the list is emailed and invited to book it.
Waiting lists are included on every plan and run on all of your classes. There's nothing to switch on, and nothing for you to monitor - a full session starts taking waiting list entries on its own, and the emails go out automatically.
How it works
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A session reaches its capacity. Once bookings reach the number of places you set when scheduling the class, clients viewing that session are offered the waiting list in place of a booking.
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Clients add themselves to the list. They join from your booking page or embedded timetable, in the same place they'd normally book. No payment is taken - joining a waiting list is free, and clients only pay if they go on to book a place.
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You're notified. An email is sent to you each time someone joins, so you can see demand building on a session as it happens.
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A place becomes available. See what frees up a place below.
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Everyone on the list is emailed. An email goes out to each client on the waiting list, prompting them to book the free place.
What frees up a place
The waiting list emails are triggered whenever a session goes from full to having space again. That happens when:
- An existing booking is cancelled - either by the client, or by you from the booking detail page.
- An existing booking is moved to a different session, freeing the original place.
- You increase the number of places on the session - for example if you decide you can fit two more people in after all.
Tip: Increasing a session's capacity is the quickest way to convert a waiting list. If a session has ten people waiting and your room can take a few more, raising the number of places emails everyone on the list straight away.
How places are offered
When a place opens up, everyone on the waiting list is emailed - the place isn't reserved for one client at a time. The first person to act on the email gets the place, and it's booked and paid for in the normal way.
This means a place is filled as quickly as possible rather than waiting on one client to respond. If nobody books, the place simply stays open and the session continues to take bookings as normal.
Clients managing their own waiting list places
Clients are in control of their own waiting list places and don't need to contact you to change them. At any time they can:
- Remove themselves from a waiting list if they no longer want the session - they'll stop receiving emails about places on it.
- Add themselves back on if they change their mind and the session is still full.
Seeing who's waiting
Go to Class management > Scheduled classes and open the session you want to check. Its waiting list is shown on the session, so you can see both how many clients are waiting and exactly who they are.
It's worth keeping an eye on - a session that consistently builds a long waiting list is a strong sign you could add another slot to your timetable.
Customising the waiting list emails
Pro plan feature. Customising the content of waiting list emails is available on the Pro plan. Start a free 14-day trial to get access.
Both waiting list emails are sent with your branding on every plan. On the Pro plan you can also rewrite them - subject line and body - from Settings > Emails:
- Waiting list place available - sent to the client when a place opens up on a session they're waiting for.
- Waiting list joined - sent to you when a client joins a waiting list.
See managing emails for how to edit and preview them.
Common questions
Do I need to turn waiting lists on?
No. Waiting lists are included on every plan and work automatically on all of your classes. A session starts offering the waiting list as soon as it's full, with no setup from you.
Does joining a waiting list book the client a place?
No. A waiting list place isn't a booking - it's a request to be told when one becomes available. Clients still need to book their place when they get the email, and places go to whoever books first.
Are clients charged when they join a waiting list?
No. Joining a waiting list is free and takes no payment. Clients only pay at the point they book a place, in the normal way.
What happens if two clients try to book the same freed-up place?
The first client to complete their booking gets the place. Once it's taken the session is full again, and it will start taking waiting list entries once more. Anyone still on the waiting list that didn't secure a place will be notified again if another place opens up.
Can a client be on more than one waiting list?
Yes. Waiting lists are per session, so a client can wait for as many sessions as they like and will be emailed about each one separately.
How do clients stop receiving waiting list emails?
They can remove themselves from the waiting list at any time, and can add themselves back on later if the session is still full. Alternatively, they can unsubscribe from waiting list emails altogether if they want to.
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