Skip to main content
All CollectionsCustomer journey Automation
Automation: How to configure Waitlist prioritization rules
Automation: How to configure Waitlist prioritization rules
Lindsey Gagnon avatar
Written by Lindsey Gagnon
Updated this week

Prioritization in Waitwhile allows you to organize your waitlist based on specific criteria, ensuring that customers are served in the most effective and fair way for your business. Whether you need to prioritize VIP customers, manage urgent requests, or balance resources across different services, Waitwhile’s prioritization tools make it easy to streamline operations and improve the customer experience.

What Is Prioritization in Waitwhile?

Prioritization involves arranging customers on your waitlist based on predefined rules or manual adjustments. This feature is particularly useful for businesses that:

  • Serve VIPs or members with exclusive benefits.

  • Handle urgent cases that require faster service.

  • Manage multiple services or appointment types with different levels of complexity or urgency.

How to Set Up Prioritization in Waitwhile

Follow these steps to configure and use prioritization in Waitwhile:

Step 1: Access the Waitlist Settings

  1. Log in to your Waitwhile dashboard.

Step 2: Configure Prioritization Rules

  1. Click Add Rule

  2. Define the criteria for prioritization, such as:

    • Field Name: Assign higher priority based on a specific selection the customer makes (e.g. Service, Resource, or input field response)

    • Field Type: Select either Equals to or Other than based on the desired result

    • Filter Value: Select from the dropdown the available responses based on the Field Name (e.g. from the list of available services)

Step 3: Save and Test Your Settings

  • Once the prioritization criteria are set, save your changes to apply them to your waitlist.

  • Run a few Test registrations to verify the proper prioritization is in place. When a visit is prioritized, it should immediately go the front of the waitlist line and have a prioritization tag

Note: Prioritized visits will be placed behind those visits that were previously prioritized

Best Practices for Using Prioritization

  • Define Clear Criteria: Ensure your prioritization rules align with your business goals and customer expectations.

  • Balance Fairness and Urgency: While prioritizing VIPs or urgent cases, maintain fairness to avoid frustrating other customers.

  • Review Regularly: Analyze waitlist data to understand the effectiveness of your prioritization settings and make adjustments as needed.

  • Train Your Team: Ensure your staff understands how prioritization works and when to make manual overrides.

Prioritization in Waitwhile helps you deliver faster, more efficient service to the customers who need it most while maintaining smooth operations. With configurable rules and real-time adjustments, you can customize your waitlist to fit your business goals and ensure a great customer experience.


Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com

Did this answer your question?