The third tab on the Pipeline page is Waitlist. This is where clients who couldn't get the exact slot they wanted end up parked, ready to be pulled in when something opens up.
Waitlist entries can land here two ways:
1. You add a client to the Waitlist yourself from the Calendar (see Using the Waitlist in the Scheduling collection).
2. A client picks the Waitlist option when they try to book online and the slot they wanted isn't available.
Either way, they all flow into this same tab.
Each waitlist entry is a row with the following columns:
Date & Time — the date and time the client is hoping for (or "Anytime" if they're flexible)
Client Information — their name and phone number
Pet Information — the pet's name and breed. Multi-pet entries stack all the pets in this column.
Revenue — the total price of the service(s) they're waiting on, so you can see the dollar value of the appointment at a glance
Charge Status — whether the deposit or service charge has been paid (e.g. "Unpaid")
Actions — two buttons: Schedule and Deny
Schedule (primary blue) — open the booking flow pre-filled with this client, their pet(s), and the service they were waiting for. Pick a real date and time, hit Book Now, and Teddy moves the entry off the waitlist and onto the Calendar. The client gets the usual confirmation text.
Deny — remove the entry from the waitlist without booking anything. Use this when the client called to say never mind, when you know you won't be able to fit them in, or when the entry has been sitting for so long it's stale.
When a cancellation happens on the Calendar, the Waitlist is the first place to look:
Open Pipeline → Waitlist.
Scan the Date & Time column for someone who wanted a slot near the one that just opened up.
If their requested pet and service fit the gap, tap Schedule, confirm the new time, and book them.
Text the client (their phone number is right there in the row) to let them know they got pulled in off the waitlist. Something like "Hi Dorothy, just had a cancellation tomorrow at 10 — I booked Toto in. See you then!"
The Waitlist is the one Pipeline tab where you can see the dollar value of every pending entry, because by the time a client is on the Waitlist, the service is already picked. That makes it easy to triage: if you've got exactly one open slot and two people waiting on it, the Revenue column helps you think about which one to pull in.
Charge Status is mostly there for shops that take deposits at booking. If an entry shows as "Paid," the client has already put money down and should be prioritized.
A rule of thumb:
Schedule whenever you have room. The whole point of a waitlist is to turn it into bookings.
Deny only when you've spoken to the client or you're absolutely sure they can't be accommodated. Denying silently can feel like being ghosted — if you can, send a text first explaining why.
Like the other Pipeline tabs, the Waitlist has a page-size dropdown (10 / 20 / 50) and Previous/Next buttons at the bottom.
Tip: Make the Waitlist the first thing you check whenever you get a cancellation. Every waitlisted client is someone who already tried to give you money — filling a gap from the Waitlist is faster and more reliable than waiting for a new booking to come in.
