Square Appointments Waitlist issues

[KateWattsHair]

I use the waitlist feature ALOT for my salon business. I am finding that not everyone is being notified when an appt becomes available. I do my due diligence and check their request. Their timeframe, date, and services (timing) all fits, but they never got a notification. This is frustrating, as I pay for the PLUS subscription mainly for this feature. 

I also would like to know if it only sends out availablity during listed business hours, or any time it is opened up for booking. 

Kate

[frances_a]

Hello @KateWattsHair 👋

I'm sorry to hear the waitlist feature is not working as expected! 

If you have specific examples of the automated notifications not being set, I would recommend reaching out to our support team with the details. 

Here in the Community, we have limited access to your account details and wouldn't be able to look into specific clients who signed up for your waitlist, but our support team can look into it and file a ticket if necessary!

Thank you. 

[KateWattsHair]

I have reached out 2x now to support. 

It might be fixed, but im not sure.

Here's my scenario.

I open up the following month of booking on the 15th of each month. Ex: Aug 15th I opened up all of September.  

When I deleted my personal events from the calendar days, my books were available to book. The waitlist is supposed to send messages to anyone with a request that falls into an available spot. I know other people that do bookings this way also, and never have an issue with it!

All of my options for waitlist are turned on. 

[MayaP · Accepted solution]

Hello @KateWattsHair,

Thank you for reaching out and providing detailed information about the issue you’re experiencing with the waitlist. I understand the importance of having this functionality work seamlessly, especially with your specific booking setup.

I did confirm that, basically, Waitlist is a reservation driven feature, meaning the Waitlist notifications are triggered by Reservation cancellations, Reservation declines and Reservation updates (such as the altering of end time of an appointment). They are not triggered by the canceling of Personal Events or by changing Staff Hours.

I hope that makes sense. If you have any further questions or need additional assistance, please feel free to reach out.

[ITanYourMom]

Is this something that will changed in the future? It seems really short sighted of Square to set up the waitlist like this. I've been using Square for the last 8 years, and it's becoming intolerable to have these great features introduced, like a waitlist, only to have it not work the way that most people who utilize online booking would want. How is it that Square is used by so many service professionals, and somehow, this was never given a thought? It seems crummy to me.

[CrystalBleu]

I just made a workaround for this issue.  I booked MYSELF a recurring ‘appointment’ that lasts the length of my entire workday, and repeats daily until the end of the month.. Then I cancelled it when I was ready to open my books for that month. Clients immediately started booking their appointments! Not ideal, but it works!

[RobynR]

Hey @CrystalBleu, welcome to the Community, and we appreciate you sharing a possible workaround for @ITanYourMom. 

@ITanYourMom I hear your frustration, and I appreciate you sharing your experience. While we don’t have insight into future updates, feedback like yours is what helps shape improvements. If the current setup isn’t working the way you need, I’d recommend submitting a feature request through our Ideate Board, where our product team actively reviews seller feedback.