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Patients → Waitlist. Available when the WAITLIST feature is enabled. When a caller cannot find a time that works, the voice agent can add them here, or staff can add someone manually. They are texted automatically when a matching slot opens.

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What an entry holds

The narrower the preferences, the fewer slots match. An entry with no provider, no location, and a wide date range gets offered almost anything that opens.

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Status

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Turning it on for the agent

Two things have to be true: the WAITLIST feature enabled for your practice, and the Appointment Waitlist capability on the assistant. The capability also requires Book Appointments. The agent only offers the waitlist as an alternative to booking.
Before you turn it on, decide who watches for replies. A patient texted about an opening will text back, and a waitlist nobody answers is worse than no waitlist. You have told a patient there is a slot and then gone quiet.

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Keeping it useful

  • Expire entries. A waitlist with six-month-old entries generates texts to patients who booked elsewhere long ago.
  • Prefer it to a campaign for one slot. A campaign blasts everyone; the waitlist texts the people who asked.
  • Watch the notified-to-booked ratio. A lot of notified and few booked usually means the slots being offered do not match the preferences that were recorded.