New Feature: Advanced Waitlist

Advanced Waitlist Overview

• The Advanced Waitlist feature was created to improve more functionality and communication via SMS to waitlist bookings with the purpose to also increase better success in filling open spots on the class roster from the waitlist.
• The Advanced Waitlist is located in the Booking Settings under the Class Type. If the class type is a corporate class type, the Advanced Waitlist is configured at the Corporate Portal and cannot be adjusted at the individual club site. If the class type is a club level class type, the Advanced Waitlist is configured at the individual club site.
• If the class is full and a booking cancellation for an end user on the class roster is processed by staff through ClubReady, it MUST be done in the new scheduling for the Advanced Waitlist process to begin.
• Questions or support issues can be sent directly to our internal ticketing system via email at: [e-mail]. Be sure to include the Store ID for the location you are using in your request and any other pertinent information that can assist us with troubleshooting and testing the issue.

How It Works: The Basics

Step 1: Starting at a specified number of hours before the class begins, the first person on the waitlist will receive a text message. The text message will notify the person of an open spot and an opportunity to respond if the person wants to be added to the class roster (responds Y) or does not (responds N) and the person is removed from the class. A booking confirmation text will then be sent to the person if responded Y and a removal from waitlist confirmation text will be sent if responded N.

Step 2: If the person does not respond within a certain number of minutes, the next person on the waitlist receives the same text message and opportunity to join the class or be removed from the waitlist. The process will continue until one person responds Y.

Please Note: Anyone who receives the text message and does not respond before the next person receives their text message, still has an opportunity to respond at any time and still be added to the class roster if the spot remains open. If a previous person does respond Y to their text message, everyone else who received a text message will receive another text message notifying them that the spot has been filled. If another spot opens, the process will begin again with the first person in order on the waitlist.

Step 3: If no one responds Y and the class reaches a certain number of hours before starting, every person on the waitlist will then receive a ‘free for all’ text at the same time notifying them of the open spot and to respond Y or N. Once someone responds Y, that person will be added to the class roster and everyone else will be notified that the spot has been filled.

Setting 1: Hours before penalty period begins for a canceled booking to process waitlist one customer at a time

This setting determines when the first text message gets sent to the first person listed on the waitlist. The setting works in conjunction with the Booking Policy that is attached to the class type. In the Booking Policy, the late cancellation window is set by entering the number of hours for How Long Before A Session Starts Can A Customer Cancel Online And Avoid Billing?

Note: The hours set for both settings are added together to determine when the advanced waitlist process begins and the first person on the waitlist receives a text message.

Lead Time Required For Waitlist Bookings

This setting is located above the Advanced Waitlist settings and determines when (hours before the class begins) ClubReady stops automatically moving a person from the waitlist to the class roster when a spot opens. The hours determined for when the Advanced Waitlist begins represents the NEW Waitlist Lead Time. Best practice is to set this setting at equal to or less than the hours from when the Advanced Waitlist begins.

Setting 2: Minutes the customer has to respond to the waitlist offer

This setting determines how many minutes a person has to respond when receiving the text message before the next person receives the same text message and their opportunity to join the class

Note: ClubReady adds an additional 5 minutes to the value entered into this field.

Anyone who receives the text message and does not respond before the next person receives their text message, still has an opportunity to respond at any time and still be added to the class roster if the spot remains open. If a previous person does respond Y to their text message, everyone else who received a text message will receive another text message notifying them that the spot has been filled. If another spot opens, the process will begin again with the first person in order on the waitlist.

Setting 3: Hours before class start time to send notifications to offer open spots to all remaining customer on wait list

This setting determines the number of hours before the class begins when the ‘free for all’ text is sent to everyone on the waitlist if the spot is still open. Once someone responds with Y, that person will be added to the class roster and everyone else will be notified that the spot has been filled.

Text Message Content

• Open Spot Notifying Message:
  A spot is open for [bookingdetail].
  Txt ‘Y’ to accept*.
  Txt ‘N’ to remove the waitlist.
  *Cancellation may be subject to fee or lost credit.
• Booking Confirmation Message (respond with Y):
  Booking Confirmed: [bookingdetail]
• Waitlist Removal Message (respond with N):
  Thank you, you have been removed from the class wait list.
• Spot Filled By Another Person:
  Sorry, a member has already reserved this spot. If another spot opens up, we will notify you again!