For practices with consistently full appointment calendars, the Waiting List provides a controlled way to capture new client demand. It centralises booking requests and makes it easy to fill cancellations without adding manual follow-up.
Activate the waitlist
The feature must first be enabled at clinic level.
👉 Navigate to Clinic → Functionality and flip the switch next to Waiting list.
Only users with admin access level can enable or disable clinic features.
Customise the waiting list
You can define the text clients see when submitting a waiting list request.
Navigate to Clinic → Waiting list
Edit the introductory text and the guidance text for client messages
Click Save
This text applies to all waiting list forms in the clinic.
Enable or disable the waiting list for a practitioner
Click Waiting list in the main menu
Select a practitioner
Open or close the waiting list using the controls in the top-right corner
When the waiting list appears in online booking
The waiting list for a given practitioner will automatically appear as an option in online booking when:
The practitioner’s waiting list is open (see above), and
The practitioner’s visibility is set to “Existing clients only” or “Visible”. This is configured under Settings → Self-service booking.
Administrators can change this setting for a staff member by going to Clinic → Staff, clicking the three horizontal dots, and selecting Visibility.
How the different visibility options affect the waiting list
New and existing clients: Waiting list is not shown.
Existing clients only: New clients are offered to join the waiting list.
No one, but remain visible in the practitioner list: Waiting list is shown.
None: The practitioner is not visible in online booking, and the waiting list is therefore not available.
Left: “Existing clients only”. New clients are directed to the waiting list, while existing clients can log in and book an appointment.
Right: “No one, but remain visible in the practitioner list”. New clients are directed to the waiting list. Existing clients will be informed that the practitioner is fully booked.
Administer waiting list clients
The waiting list overview shows how many clients are in each of the waiting lists:
Clicking into a practitioner's waiting list shows the list of clients and how long each has been waiting:
Selecting a client opens a side panel with their contact details and message:
From here, you can:
Create client for…
Moves the client from the waiting list into a practitioner’s client list.
Transfer to…
Transfers the client to another practitioner’s waiting list.
Inviting a client to an appointment
Once a client has been transferred from the waiting list to a practitioner’s client list, the therapist or an administrator can proceed in one of two ways:
Invite the client to an appointment directly from the calendar.
Send a secure message to the client to agree on a suitable time before scheduling.
This allows you to move from initial interest to a confirmed appointment with minimal coordination.
Client experience
Clients may encounter the waiting list in two scenarios:
Via a direct link from your website (Find the link under Clinic → Waiting list)
When attempting to book online with a fully booked practitioner who has an active waiting list
In both cases, clients are taken to the same waiting list form:
If they arrive via online booking, the practitioner selection is hidden.
Email notifications
The therapist receives an email notification whenever a new potential client is added to their waiting list.
The client will receive a notification when an appointment is scheduled or they receive a message from the their therapist.
To use the waiting list as a shared booking request inbox for the clinic, see the related guide linked here 👉