# Setting Up Waitlists
{% hint style="warning" %}
**Are you a patron looking to join a waitlist?** When an event is sold out, you'll see a "Join Waitlist" button on the event page. Click it, and you'll be notified if spots open up!
**The following guide is for venue administrators and managers** who want to configure and manage waitlists for their events.
{% endhint %}
## What Are Waitlists?
Waitlists turn "sold out" from a dead end into an opportunity. When your events reach capacity, interested patrons can add themselves to a waitlist, and you can notify them when spots become available.
CrowdWork's native waitlist feature:
* **Captures demand** automatically when events sell out
* **Tracks by occurrence** — each waitlist submission is tied to a specific date/time
* **Stores submissions** in one central dashboard for all your events
* **Enables direct outreach** with built-in email functionality
* **Displays waitlist counts** on your event overview pages
* **Works for both shows and classes** with flexible settings
{% hint style="info" %}
**Important:** Waitlists are occurrence-specific. When a patron joins a waitlist, they're signing up for a particular date and time, not just the event in general. This allows you to manage demand for each performance or class session individually.
{% endhint %}
{% hint style="success" %}
**Good news!** Waitlist collection is enabled by default for all new accounts. If you're already up and running, your sold-out events are likely already capturing waitlist submissions.
{% endhint %}
***
## Configuring Waitlist Settings
Waitlist collection is controlled at the theatre level in your Checkout Options settings.
### Accessing Waitlist Settings
1. Navigate to **Theatre Details** in your Dashboard sidebar
2. Scroll down to the **Checkout Options** section
3. Find the **Collect Waitlist Submissions** dropdown
> **Direct link:** [Theatre Checkout Options](https://crowdwork.com/dashboard/theatres/edit#section-7)
### Waitlist Collection Options
| Option | Description |
| ------------------------ | --------------------------------------------------------------- |
| **Everywhere** (default) | Collect waitlist submissions for all sold-out shows and classes |
| **Only Shows** | Collect waitlist submissions only for sold-out shows |
| **Only Classes** | Collect waitlist submissions only for sold-out classes |
| **Do Not Collect** | Disable waitlist collection entirely |
***
## What Your Patrons See
When an event reaches its max capacity, the experience changes automatically for your patrons.
### The Waitlist Button
When a show or class is sold out for a specific date/time:
* The "Get Tickets" or "Register" button transforms into a **"Join Waitlist"** button
* Clicking the button opens a simple modal explaining that they'll receive an email if space becomes available
* Patrons confirm by clicking **"Join Waitlist"** in the modal
The patron is added to the waitlist for that specific occurrence (date and time), not the event as a whole.
### Logged-In vs. New Patrons
* **Logged-in patrons**: Automatically added to the waitlist with one click
* **New visitors**: Prompted to sign in or create an account first, then redirected back to join the waitlist
### Already on the Waitlist
If a patron returns to the event page after joining the waitlist, they'll see a message indicating they're already on the waitlist for that event.
***
## Managing Your Waitlist
### Viewing All Waitlist Submissions
Access your complete waitlist from the Dashboard sidebar:
1. Click **Waitlist** in the left-hand menu
2. View all waitlist submissions across all your events
> **Direct link:** [Waitlist Dashboard](https://crowdwork.com/dashboard/waitlist)
### Filtering Your Waitlist
Use the filters at the top of the waitlist page to narrow down submissions:
| Filter | Description |
| ------------------- | ---------------------------------------------------- |
| **Filter by Event** | Show only submissions for a specific event |
| **Filter by Date** | Show only submissions for a specific occurrence/date |
| **Filter by Email** | Search for a specific patron by email address |
### Waitlist Count on Event Pages
For a quick view of waitlist demand, check your event's overview page:
1. Navigate to any event in your Dashboard
2. Scroll down to the **Admissions** section
3. The **Waitlist Count** displays how many people are waiting for that event
Click the **"View More"** link below the count to jump directly to the waitlist filtered for that specific event and date.
***
## Inviting Patrons from the Waitlist
When spots open up, here's how to notify your waitlisted patrons.
Step 1: Make Spots Available
Before inviting anyone from the waitlist, you need to have tickets available for them to purchase. Here are the most common ways spots become available:
#### Refunding an Existing Ticket
The most common scenario is when a ticket holder can no longer attend and requests a refund. After you [issue a refund](/for-theatres/issuing-refunds.md), their ticket is released and becomes available for purchase.
#### Marking an Admission as Standby
If a patron can't attend but you're not ready to issue a full refund (or they want to potentially attend a different date), you can mark their admission as **Standby**. This releases their spot without fully canceling their ticket.
To mark an admission as Standby:
1. Go to the event's overview page in your Dashboard
2. Scroll down to the **Admissions** section
3. Check the box next to the admission you want to modify
4. Click the **Actions** button at the top right of the table
5. Select **Edit**
6. Change the **Status** dropdown from "Paid/Active" to "Standby"
7. Click **Confirm Changes**
{% hint style="info" %}
**What is Standby?** Standby keeps the admission on file but it won't count toward tier quantities or capacity caps. This is useful when you want to hold a patron's information without blocking their seat from being sold. For more details, see [Managing Admissions](/for-theatres/managing-admissions.md#what-is-standby).
{% endhint %}
Steps to Edit an Admission from any Event Overview
#### Other Ways to Add Availability
You can also make spots available by:
* **Increasing max capacity** on the event
* **Adding capacity to an existing tier**
* **Creating a new tier** (consider making it [password-protected](/for-theatres/creating-a-show-or-class.md#tiers-quantities-password-and-early-bird-options) for waitlist patrons)
* **Adding a new date/occurrence** — see our Academy guide on [using waitlists to promote new dates](/the-academy/crowdwork-academy/waitlists-never-turn-away-a-patron.md#using-waitlists-to-promote-new-dates-or-events)
{% hint style="warning" %}
**Important:** If your max capacity is still met, patrons will still see "Join Waitlist" instead of the purchase button. Spots must be available for them to complete a purchase.
{% endhint %}
Step 2: Select Waitlist Recipients
1. Go to the **Waitlist** page in your Dashboard
2. Use the checkboxes on the left side of each row to select who you want to invite
3. You can select individual patrons or multiple at once
Steps to select waitlist recipients to email.
Step 3: Send the Invitation Email
1. Click the **Actions** button at the top right of the table
2. Select **Send Email**
3. The email form opens with pre-filled defaults:
* **Subject:** "A waitlist spot has opened up!"
* **Body:** A message explaining that a spot is available with a link to purchase
4. Customize the message if needed (especially if using a password-protected tier—include the password!)
5. Check the Terms of Service agreement box
6. Click **Send Email**
{% hint style="success" %}
The email automatically includes event details and a button linking patrons directly to the event page where they can complete their purchase.
{% endhint %}
Form to customize email sent to selected waitlist recipients.
Step 4: Patrons Receive Email & Respond
Invited patrons receive an email with:
* The subject line you specified (prefixed with your theatre name)
* Your custom message
* Event details (name, date, time)
* A button to view the event and purchase tickets
The button links directly to the **same occurrence** (date/time) they originally joined the waitlist for. Patrons then follow the normal checkout process to claim their spot for that occurrence of the event.
Sample email sent to selected waitlist recipients.
***
## The Complete Workflow
Here's the typical waitlist process from start to finish:
1. **Event sells out** — Your show or class reaches max capacity
2. **Waitlist activates** — The "Join Waitlist" button automatically appears
3. **Patrons sign up** — Interested people add themselves to the waitlist
4. **You monitor demand** — Check the Waitlist page or event overview to see interest
5. **Spots open up** — A ticket holder requests a refund, you mark an admission as Standby, or you add capacity
6. **You invite patrons** — Select waitlisted individuals and send them an email
7. **Patrons purchase** — They click the link in the email and complete checkout
{% hint style="info" %}
**Pro Tip:** If you're adding new capacity (rather than filling a refunded spot), **consider creating a password-protected tier** specifically for waitlist patrons. This prevents general visitors from claiming the newly added spots before your waitlisted patrons have a chance.
{% endhint %}
***
## Best Practices
### How Many People Should You Email?
When spots open, you might wonder how many waitlisted patrons to invite. Consider:
* **Invite more than you have spots for** — Not everyone will respond immediately (or at all), so cast a wider net to make sure opened spots get filled.
* **Send in waves** — Start with a portion of your waitlist, give them time to respond, then invite more if spots remain.
* **Set a deadline** — In your email, mention a timeframe (e.g., "Spots are first-come, first-served and may fill quickly").
### How Long Should You Wait Before Emailing More?
There's no one-size-fits-all answer, but here are some guidelines:
| Time Until Event | Recommended Wait |
| ----------------- | -------------------------------------------------- |
| 1+ weeks away | Give 24-48 hours before emailing additional people |
| A few days away | Give 12-24 hours before the next wave |
| Tomorrow/same day | Email everyone immediately—it's now or never! |
### Using Password-Protected Tiers
For fairness and to reward your waitlisted patrons:
1. Create a new tier with a limited quantity
2. Set a password (e.g., "WAITLIST2024")
3. Include the password in your email to waitlisted patrons
4. They use the password at checkout to access the reserved tier
This prevents random visitors from snagging the newly added spots.
### Using Waitlists to Promote New Dates
Want to direct waitlisted patrons to a completely new date or event? Since the default email link goes back to the original occurrence, you'll need to customize your message. Check out our Academy guide for detailed steps on [using waitlists to promote new dates or events](/the-academy/crowdwork-academy/waitlists-never-turn-away-a-patron.md#using-waitlists-to-promote-new-dates-or-events).
***
## Tracking Waitlist Activity
### Emails Sent Column
On the Waitlist page, you'll see columns showing:
* **Emails Sent** — How many invitation emails each person has received
* **Last Email Sent** — The date and time of the most recent email
This helps you track who you've already contacted and avoid sending duplicate invitations.
### Waitlist Count on Event Overview
The Admissions section on each event's overview page shows:
* Total tickets sold
* Waitlist count for that date
* Quick link to view the waitlist
***
## FAQs
How do I remove someone from the waitlist?
Currently, there isn't a way to manually remove someone from the waitlist. This feature may be added in a future update.
Can patrons remove themselves from the waitlist?
Not at this time. Patrons remain on the waitlist until they purchase a ticket or the event passes.
Are waitlisted patrons automatically added to the event when I email them?
No. Sending an email simply notifies them that spots are available. They must click the link in the email and complete the normal checkout process to claim a ticket.
Do they get a free ticket when I email them?
No. The email invites them to purchase a ticket. They'll pay whatever price is set for the available tier(s).
How do I prevent anyone from claiming spots I've added for waitlist patrons?
Create a password-protected tier with limited capacity. Only share the password with your waitlisted patrons in the email you send them. This ensures only invited patrons can access those specific tickets.
After someone purchases a ticket, are they removed from the waitlist?
No, currently patrons remain on the waitlist even after purchasing. You can use the "Emails Sent" column to track who you've already contacted.
How can I tell who I've already invited?
Check the "Emails Sent" and "Last Email Sent" columns on the Waitlist page. These show how many invitation emails each person has received and when.
Are waitlisted patrons visible in the POS/mobile app?
Not yet. Waitlist management is currently only available through the web dashboard.
Why does the waitlist button still show after I freed up a spot?
The waitlist button appears whenever your max capacity is met. If you refunded a ticket or marked an admission as Standby, the spot should be available. If you manually increased capacity, make sure you've saved the event. If the total available tickets still equals the total sold, the waitlist will remain active.
What is Standby status?
Standby is a status you can assign to an admission (ticket or class registration) that keeps the record on file but doesn't count toward tier quantities or capacity caps. It's useful when a patron can't attend but you're not ready to issue a full refund, or when they might want to be moved to a different date. To mark an admission as Standby, select it from the Admissions table on the event overview page, click Actions → Edit, and change the Status to "Standby."
Can I customize the email template?
Yes! When you click "Send Email" from the Actions menu, you can edit both the subject line and the email body before sending. The event details are automatically appended.
Can I direct waitlisted patrons to a different date or new event?
Yes! The default email link takes patrons back to the same occurrence they signed up for, but **you can customize the email message to include a link to a new date or event**. This is a great way to use your waitlist as a marketing tool. See our Academy guide on [using waitlists to promote new dates or events](/the-academy/crowdwork-academy/waitlists-never-turn-away-a-patron.md#using-waitlists-to-promote-new-dates-or-events) for detailed steps.
***
## We Want Your Feedback!
This is version one of our native waitlist feature, and we're actively developing improvements based on your input. If you have suggestions, feature requests, or run into any issues, please [reach out to our support team](/contacting-support.md) or [submit a feature request](/request-a-feature.md).
***
## Need Help?
If you have questions about configuring waitlists or need assistance with your waitlist workflow, [contact our support team](/contacting-support.md).
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