What is a Visit in Waitwhile?
A Visit is a single instance of a customer (or party) entering your service flow via Waitwhile whether via a waitlist or booking. Every time someone engages with your Waitwhile system (to be served, scheduled or join the waitlist), a new Visit record is created.
Note: Returning customers will create a new Visit each time they come to your business or use your service.
Key moments that trigger a visit
A Visit is created when:
A user joins your waitlist to be served.
A user schedules a booking / appointment.
A booking request may pass through intermediate states (like “pending” or “draft”) before becoming a full Visit. (This will work if Booking Approval is enabled).
Imported customers count toward your total number of visits.
Anonymous customers also count toward your visits for the purpose of capacity management.
Moving a customer from one location to another is treated as a new visit.
Note: Waitwhile only creates a Visit when a customer takes action, such as joining your waitlist or making a booking. Simply browsing your site or interacting with it does not count as a Visit.
Visit lifecycle & states
After creation, a Visit can progress through several states:
BOOKED: The customer has scheduled a time.
WAITING: The Visit sits in queue, waiting to be served (includes queued bookings).
SERVING: The customer is currently being attended.
COMPLETE: The Visit has been completed / the service is finished.
Also, a Visit may be flagged with statuses such as Cancelled, No-Show, or Removed depending on what happens.
How visits are reflected in Analytics
Total Visits: Includes all active Visits in the given time period (bookings, waitlist entries, etc.).
Booking Count: Visits that begin as bookings are included under their scheduled date.
Completion & Dropoffs: Visits are classified as completed if they finish normally; or as dropoffs if cancelled, no-showed, or removed.
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com.