Waitlist

Before you start

The waitlist is a holding spot for requests nobody can take right now. A waitlisted request stays visible and editable, and dispatch stops sending new offers for it. Clients can also join your waitlist from the booking page when no times work (see Checkout Settings).

Step 1: Move a request to the waitlist

1. In Dispatch, open a request that's Pending or Pending Approval.
2. Select the three-dot menu, then Move to waitlist, and confirm.
3. No new offers go out while it waits. Offers that were already sent stay live, and a provider can still accept one.

A request also moves to the waitlist on its own when every provider who was offered it declines.

Step 2: Work the waitlist

• Filter the queue to Waitlist to see everything that's parked. Waitlisted requests have a Waitlist tag.
• Edit the request to add time windows as the client tells you when they're free. Each window shows its own candidates and can be booked on its own.
• Select Text patient to send a one-off text letting the client know you're lining up alternate times. This button only appears when a marketplace admin has turned on Waitlist Patient Texts (marketplace Integrations > Twilio/SMS; see SMS).

Step 3: End the wait

• Book it: book a provider directly, or let one accept an outstanding offer. The request is fulfilled with the usual confirmation and checkout.
• Reset: sends it back to Pending Approval for a fresh round of dispatch. Approve isn't offered while a request is on the waitlist. Reset is the way back.
• Cancel: closes it like any other cancelled request.

Tips

• Clients still see a waitlisted request as pending on their end, so nothing looks lost.
• Check the waitlist whenever a provider adds new hours.