Waitlisting

You can set up a waitlist that automatically triggers when your event reaches capacity, a specific ticket sells out, or when a session reaches capacity. Please read through all the documentation before using this feature. This works for paid and free events.

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Waitlisting can only be enabled on the Event or the Event Item. It can not be enabled on both.

Event Waitlisting

There are three fields on the Event object:

  1. Waitlist Enabled
  2. Waitlist Capacity
  3. Remaining Waitlist Capacity

If you have created a custom permission set, and users assigned to that custom permission set need access to waitlisting, please add the above fields with read or edit access.

Enabling Waitlisting

  1. Check the Waitlist Enabled field.

When checking this field and your event's reached its capacity, waitlisting will be available. There is a Status Formula field on the Event that will change to "Sold Out, Waitlist Open".

This tells your event page that the normal event registration is closed, but open to waitlist registrations.

Waitlist Process

The below images show what the registration process looks like when an event has waitlisting enabled.

"Register" buttons turn to "Join Waitlist""Register" buttons turn to "Join Waitlist"

"Register" buttons turn to "Join Waitlist"

All tickets that are available will have a "Waitlist Only" label.All tickets that are available will have a "Waitlist Only" label.

All tickets that are available will have a "Waitlist Only" label.

All of the fields or questions that are included on the Attendee Form in an Event Item will be displayed when registering an Attendee for the waitlist.All of the fields or questions that are included on the Attendee Form in an Event Item will be displayed when registering an Attendee for the waitlist.

All of the fields or questions that are included on the Attendee Form in an Event Item will be displayed when registering an Attendee for the waitlist.

After defining the Attendee information, you'll see a yellow ticket next to them. This signifies the Attendee is on the waitlist.After defining the Attendee information, you'll see a yellow ticket next to them. This signifies the Attendee is on the waitlist.

After defining the Attendee information, you'll see a yellow ticket next to them. This signifies the Attendee is on the waitlist.

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Paid Events

Attendees won't be charged for paid registrations until they are taken off the list.

Once they finish the registration, they will get created as an Attendee with a registration status of "Waitlisted - Pending" and they will receive a waitlist email (out of the box workflow/email template is provided, just needs to be activated).

Activate this workflow to send out an automated waitlist email.Activate this workflow to send out an automated waitlist email.

Activate this workflow to send out an automated waitlist email.

Attendee's registration status = Waitlisted - Pending.Attendee's registration status = Waitlisted - Pending.

Attendee's registration status = Waitlisted - Pending.

Remove Attendee from Waitlist

To remove the waitlisted attendee from the waitlist and finish registration follow the below steps.

  1. Enable the workflow/email template that let's the attendee know they are off the waitlist.
Remove from waitlist email sent to the Attendee to complete the registration.Remove from waitlist email sent to the Attendee to complete the registration.

Remove from waitlist email sent to the Attendee to complete the registration.

  1. Update the Attendee's Status from "Waitlisted - Pending" to "Pending". This will trigger the workflow to send out an email letting the Attendee know they can finish registration.

They will answer any additional questions and pay for their ticket if it was a paid ticket.

Waitlist Capacity

  • Define the Waitlist Capacity with the number of attendees you will allow to waitlist. If you want to set an unlimited amount, simply set the field to 99999.

    • The Waitlisted and Remaining Waitlist Capacity fields are automatically updated based on the attendees who are waitlisted.

    • Make sure the Total Capacity is defined.

  • Event Level waitlist capacities will only be shown once waitlisting is active, not before. The number of tickets remaining will be shown when Waitlist Enabled is selected on the Event Level and the Remaining Waitlist Capacity is 10 or less.

Once the Remaining Waitlist Capacity = 0, then the Event will be marked as Sold Out.

Event Ticket Waitlisting

  • Enable waitlisting on the event item by checking the Waitlist Enabled field.

  • Define the Waitlist Capacity with the number of attendees you will allow to waitlist. If you want to set an unlimited amount, simply set the field to 99999.

    • The Waitlisted and Remaining Waitlist Capacity fields are automatically updated based upon the waitlisted attendees.

    • Make sure the Quantity Available is defined.
      The Quantity Available field needs to be defined so that when the Remaining Quantity is 0, Attendees will be waitlisted.

Once the Quantity Remaining is 0, then all subsequent Attendees will have a Registration Status = Waitlisted - Pending.

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Waitlist Email

If you have activated our Waitlisted Email workflow, when the status is updated to Waitlisted - Pending, an email is immediately sent to the attendee.

Once the Remaining Waitlist Capacity is 0, then the Event Item will be marked as Sold Out.

Remove from Waitlist

For Event and Event Item waitlisting

When you are ready to remove an Attendee from the waitlist, update the Attendee's Registration Status to "Pending".

This will trigger the workflow rule to send an email to the Attendee, inviting them to complete their registration through the AttendeeLink. Since their status is "Pending" and an event item (ticket) was already selected, they will only have to answer any custom questions and pay for the ticket.
They will not be able to add additional tickets or change their ticket type.

Session Waitlisting

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Sessions Waitlisting is not included in the November 2021 release.

The Capacity and Waitlisting section has been removed from the page layout for Sessions. If a user tries to register, they will receive the following message. “Session waitlisting is not currently available but will be included in a forthcoming release. Message as of November 3, 2021.”

  • Enable waitlisting on sessions by checking the Waitlist Enabled field.

  • Define the Waitlist Capacity if there is one.
    If there is unlimited capacity, leave that field blank.

  • The Waitlisted and Remaining Waitlist Capacity fields are automatically updated based on the attendees who are waitlisted.

  • Make sure the Quantity Available is defined.
    The Quantity Available field needs to be defined so that when the Quantity Remaining is 0, Attendees will be waitlisted.

Once the Quantity Remaining is 0, then all the subsequent Session Attendees will have a Registration Status = Waitlisted - Pending.

Once the Remaining Waitlist Capacity is 0, then the Session will be Sold Out.

Automating the Waitlist

Automating the waitlist process is easy! This will automatically update attendee status's if they are waitlisted, allowing them a chance to register for the event.

  • This is controlled by the Waitlisting: Automate field on Event Settings. If set to Yes, the automation will be turned on.

  • This follows a first in, first out method. The first attendee to register for the waitlist will be the first one to be removed from the waitlist.

  • When an attendee changes their Registration Status from Registered to Declined or Canceled the next attendee in line with the status Waitlisted - Pending will be updated to the Pending status.

  • Once the attendee's status is updated to Pending, they will receive an email with their AttendeeLink to complete their registration.

  • While the attendee's status is Pending, no other attendees will be able to register for the event until they accept or decline the invitation. If another attendee cancels their registration, the next in line will also be updated to Pending status.


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