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Waiting List With Square Appointments

With a Square Appointments Plus or Premium subscription, you can use waiting list to fill schedule gaps caused by last-minute cancellations or reschedules. It also allows you to:

  • Enable popular staff to capture demand from clients who want to book but are hindered by limited availability.

  • Message clients, add staff notes or remove the client from the waiting list.

Note: Client messaging is currently only available in US and Canada.

Enable Waiting List

  1. From your Square Appointments Dashboard, go to Online Booking > Settings.

  2. Under Waiting List, toggle on Enable waiting list on your online booking site. This setting will apply to all locations.

Once the waiting list is enabled, the prompt ‘Don’t see your preferred date or time? Join Waiting List’ will display to clients on your online booking page.

Learn more about creating a Square Online booking site from Appointments.

View Your Waiting List

You can view your full waiting list and waiting list entry details by going to your online Square Dashboard and selecting Appointments > Waiting List

To view your waiting list from the Square Appointments app, select ≡ More > Waiting List

Note: The link and applet will only display for staff that have the ‘Manage all staff calendars’ permission enabled. Learn more about adjusting staff availability and permissions.

Waiting List Details

On the Waiting List page in your online Square Dashboard, you can view waiting list entries for a specific location through the location selector. Once you select a location, you will see a list of waiting list entries with the following:

  • Date added: the date the client was added to the waiting list

  • Client name

  • Service & Staff

  • Duration: total duration of all services

  • Waiting List preferences, which include: 

    • Client notes: notes that the client entered when joining the waiting list through the online booking site

    • Staff notes: notes for staff members

    • Customer availability preferences

Customer contact information

Customers are required to enter contact information for the waiting list, including: 

  • First name 

  • Last name 

  • Email address

  • Phone number 

If customers do not provide a first or last name, you will see ‘Unknown’ for those fields on the waiting list entries. If customers do not provide an email address or phone number, those fields will remain blank.

Manage Your Waiting List

Add and Edit Staff Notes

You can add or edit staff notes to communicate client information with staff members.

From your online Square Dashboard:

  1. Select Appointments > Waiting List

  2. Find the waiting list entry you want to edit and click ••• by the entry.

  3. Select Edit.

  4. In the waiting list details, enter your note in the Staff note field.

  5. Click Save.

From your Square Appointments app:

  1. Tap ≡ More > Waiting List.

  2. Find and tap the entry you want to edit.

  3. Tap ••• in the upper left.

  4. Scroll and find the Staff note field and enter your note.

  5. Tap Save.

Once a staff note has been added, you can edit the note by following the same steps and selecting Edit Staff Note.

Filter by Services and Staff

On the Square Appointments app for iOS, you can filter your waiting list view by service and staff. You can clear all filters at any time.

Note: This feature is not available on Square Dashboard or the Square Appointments app for Android devices.

Filter by Staff Member

Filtering by staff member shows waiting list entries where at least one requested service’s staff preference is set to that staff member.

You can filter by multiple staff and ‘Any Available’ at the same time. 

Filter by Service

Filtering by service shows waiting list entries with that requested service. You can filter by multiple services at the same time.

Add a Client to the Waiting List

From your online Square Dashboard: 

  1. Select Appointments > Waiting List.

  2. Select Add

  3. Enter the client details, select the services requested and click Save.

From your Square Appointments app:

  1. Select ≡ More > Waiting List.

  2. If you have no waiting list requests, select Add to waiting list. If you have existing waiting list requests, tap the plus icon (+).

  3. Select Add customer to add an existing customer or create a new customer.

  4. Select Add service and add additional notes, if needed.

  5. Tap Save.

Edit or Remove a Waiting List Entry

From your online Square Dashboard:

  1. Select Appointments > Waiting List.

  2. Find the waiting list entry you want to edit.

  3. Click ••• by the entry and select Edit or Remove

From your Square Appointments app:

  1. Tap ≡ More > Waiting List.

  2. Find and tap the entry you want to edit or remove.

  3. Tap ••• in the top right and select Edit request or Remove

  4. Tap Save to confirm your changes.

Edit Client Availability Preferences

When you click the ‘Join Waiting List’ button, the Join Waiting List screen will prompt an availability preference option pre-filled with the current viewing date. In order to join Waiting List, you are required to input at least one availability preference option, which must include both a date and time preference. You can add up to five availability preference options. 

To adjust your preferences:

  1. Select ‘edit link’ on each availability option. 

  2. A ‘delete link’ button will only appear on available options if more than one option is added.

Note: Date and time preferences can overlap between availability preference options.

Date Preference 

With the date availability preference, you can select a single date or a contiguous date range. The ‘date’ will initially be pre-filled to the specific date you are currently viewing. (i.e. If today’s date is November 11, the date will automatically pre-fill to 11/11.) The start date and end date are both specific dates that you can select within the date picker. 

To adjust your preferences:

Reset the prefill, by clicking back and forth between the Join Waiting List and Date/Time screen. 

From there, you can edit the date preference to any date or date range. 

Time Preference

You can edit this availability preference to any time during business hours.

  • Selecting ‘Any time’ disables the single ‘Time’ field displayed.

  • Selecting ‘Before’ or ‘After’ enables the single ‘Time’ field displayed.

  • Selecting ‘Between’ makes two enabled time fields display.

Note on Time Zone: Availability preferences are shown in the time zone used when the waiting list entry was created. For example, if the customer joined the waiting list in PST and your business time zone is in EST, the customer’s waiting list entry will show their preferences in PST. 

Receive Waiting List Notifications

When a client is added to the waiting list, whether through the online booking site or added directly, the client will receive a notification that they’ve successfully been added to the waiting list.

Depending on your notification settings, staff listed on the waiting list entry will also receive a notification that a client has joined the waiting list.

Manage Waiting List Automation Settings

Automated Notifications 

For scheduled openings that occur when an appointment is cancelled, rescheduled or marked as a no-show, you can choose to automatically notify customers whose availability matches the opening.

To turn on automatic schedule opening notifications

  1. Log in to your Square Dashboard and click Appointments > Settings > Online Booking.

  2. Under Waiting List, toggle on ‘Send my clients a notification when an opening occurs’.

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