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.
Advanced Waitlist functionality is not enabled by default. If you have further questions or want to enable this feature, please email support at: support@clubready.com. Be sure to include the Store ID for the location you are using.
Content
Understanding Advanced Waitlist
Learn more about Multi Class Waitlist
Understanding Advanced 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.
How It Works:
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.
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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 remained 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 received 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.
Using the Advanced Waitlist
Navigate to Setup > Scheduling > Classes/Group. Click the edit pencil of class type > Booking Settings > Customize Wait List.
Toggle to Yes to see the Advanced Waitlist settings.
There are three main settings for the Advanced Waitlist:
- Hours before penalty period begins for a cancelled booking to process wait list one
customer at a time - Minutes the customer has to respond to the wait list offer
- Hours before class start time to send notifications to offer open spots to all remaining
customer on wait list
Setting 1: Hours before penalty period begins for a cancelled booking to process wait list 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?
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 wait list 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.
Please 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
remained 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 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
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Open Spot Notifying Message:
- A spot is open for [bookingdetail].
- Txt ‘Y’ to accept*.
- Txt ‘N’ to remove waitlist.
- *Cancellation may be subject to fee or lost credit.
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Booking Confirmation Message (respond with Y):
- Booking Confirmed: [bookingdetail]
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Waitlist Removal Message (respond with N):
- Thank you, you have been removed from the class wait list.
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Spot Filled By Another Person:
- Sorry, a member has already reserved this spot. If another spot opens up, we will notify you again!