Add a walk-in to the waitlist
To accommodate walk-in customers when no tables are currently available, you can add them to the waitlist by following the steps below:
Click Floorplan.
Click the walk-in icon for the number of guests.
For parties of six or more, click Add Booking.
Enter the booking details.
If no table is available, you can add them to a waitlist by clicking Add to Waitlist.
You can see the estimated wait time on the button.
Enter the customer details including a point of contact.
Click Save.
The customer receives a text message advising that they're on your waitlist. The text also includes an estimated wait time, and they can reply for updates on their wait-time progress. To be taken off the waitlist, they can reply with NO.
📌Note: You cannot add bookings to waitlist after you save it as a enquiry. It works only for live customers.
View waiting customers
You can view customers who are waiting for a table by following the steps below:
Click Floorplan.
Under On Wait List, your waiting customers are listed. You can see:
If you took a contact number:
Yes: There's a dark speech bubble icon.
No: The speech bubble icon is greyed out.
If the speech bubble is blue, you've received a message from the customer.
The contact name.
How long ago you added them to the waitlist.
The waitlist tag:
Blue: How long the customer's expecting to wait.
Green: The table is ready for you to check-in the customer.
Red: The customer hasn't returned within ten minutes of their table being ready.
How many people are in the party.
Their suggested table.
This is based on the size of their party and the most likely next available table.
When the table becomes available, there's a tick on the right.
📌Note: If you mark a booking as left or the end time has passed, the table is automatically marked as available. If a customer stays longer than expected, to update the expected wait time of the waiting customers, you need to extend the current table's end time.
Messages to and from the customer
To send a new message to the customer or view historic messages, follow the steps below:
Click the blue speech bubble by the customer's Wait List entry.
Create a message:
To send a pre-defined message, advising when the table is due to be ready, click Let (customer name) know. You can amend the message in the free text box.
To send a fully bespoke message to the customer, type your message in the free text box.
Click the send icon.
Check in a waiting customer
When the table becomes free, the customer automatically gets a text message advising them to come back to the venue. To check them in, click the tick by the customer's Wait List entry. The customer entry moves to the Bookings list, and the booking shows on the suggested table.
Add a customer to the wait list
To add a booking to the waitlist, follow the steps below:
Click Diary, then click Add Booking.
Enter the Booking Type and number of guests.
Click Add to waitlist.
The time defaults to ASAP.
Fill in the customer details.
If they've booked previously, use the Find a Customer search.
If required, add a Run Sheet note.
Click Save.
Check-in waiting customers
To view your waitlist and check in customers, follow either of the steps below:
From the Diary or Floorplan
Click Diary or Floorplan.
In the panel on the left, see your On Wait List section.
To check them in, click the arrow
icon, then click the tick icon.
From the Run Sheet
Click Run Sheet.
In the panel on the left, see your On Wait List section.
To check them in, click Check In.
📌Note: If required, you can set up automated outbound texts to notify clients when a table becomes available.
Create and use LiveWait texts
When you add a customer to the waitlist, they receive an automated message advising their estimated wait time.
Customer actions
From this, they can:
Reply NO: To cancel and be automatically removed from the waitlist. They receive another automated text confirming they've been removed from the waitlist. Your waitlist automatically re-adjusts the wait time for the other people on your waitlist.
Reply UPDATE: To get an automated updated estimate of how long they have left to wait.
Reply with a personalised message: To send an SMS to the venue.
View and reply to inbound texts
To manage inbound texts in your LiveWait list, follow the steps below:
Click Floorplan, then click WaitList.
If you've had a message, there's a blue speech bubble icon by the booking.
Click the blue speech bubble.
You can see all messages to and from the customer.
Enter a message back to the customer.
Click the send icon.
To head back to the bookings list, click Check-In List.
Complete text centre
To see your complete Text Centre, which contains all inbound SMS messages, follow the steps below:
Click Diary.
Click X Unread.
When a table is ready
You can set reminder texts to send 10 or 5 minutes before the table is ready, and a final text once the table is ready. These texts let the customer know when they can start heading back to the venue.
To set up automatic reminder emails, or create personalised reminder messages, follow the steps below:
Click Settings, then click Sites and select a site.
Click Emails & Texts.
Under Waitlist Reminders, create your message.
Click Save.
Add the LiveWait widget code to your website
To add your LiveWait widget on your website, you will find the code to do so in your Access Collins admin.
To access it:
Click Settings, Sites, and choose your site.
Click LiveWait Widget.
Copy the code and pass it to your web developer.