How to use the schedule waitlist
Add a customer to a service waitlist and let the offer go out automatically through WhatsApp when an opening comes up. Track and cancel entries.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When the schedule is full, the customer joins the service waitlist, with the date range and times that work for them. If someone cancels, Cognizy automatically offers the opening through WhatsApp, in waitlist order.
Where to find it in Cognizy
Before you start
- Have the service registered in Schedule › Services and hours and WhatsApp connected.
- The customer needs to be registered in contacts (you can register them on the spot).
Step by step
- Step 1:
Open and click Add to waitlist.
- Step 2:
In Contact, search for the customer by name or phone number and click them.
- Step 3:
Choose the Service and, if it matters, the Professional. In From and To, enter the date range when the customer can come; in Times of day, select Morning, Afternoon or Evening (if none are selected, any time works).
- Step 4:
Click Add.
- Step 5:
The customer appears in the list as Waiting, with the service, date range, and source. When a matching opening comes up, the offer is sent through WhatsApp and the status changes to Offer sent.
- Step 6:
To track it, use the filters at the top: All statuses (Waiting, Offer sent, Scheduled, Expired, Canceled) and All services.
- Step 7:
To remove someone from the list, click Actions on the row and choose Cancel.
How to know it worked
The entry appears in the list with the updated status. Anyone who was canceled no longer receives offers and appears in the Canceled filter.
If something goes wrong
An opening came up and the offer was not sent.
Check that WhatsApp is connected and that the opening matches the service, professional, dates, and time of day in the entry.
The customer does not appear in the Contact search.
Type part of the name or phone number. If they do not exist yet, use the Register option that appears in the list.
An entry became Expired.
The date range (From and To) ended without an opening. Add the customer again with new dates.
Next step
Create a booking link so customers can schedule on their own.
Sign in with your Cognizy account to save your progress.
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