---
title: "Waitlisting"
slug: "event-waitlisting"
tags: ["Events"]
updated: 2026-09-09T19:18:36Z
published: 2026-09-09T19:18:36Z
canonical: "docs.blackthorn.io/event-waitlisting"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blackthorn.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Waitlisting

You can set up a waitlist that automatically triggers when your Event reaches capacity, a specific Event Item sells out, or when a Session reaches capacity. Please read the documentation before using this feature. This works for paid and free Events.

## [Embedded content](https://player.vimeo.com/video/902040043)Event Waitlisting

Waitlisting can only be enabled on the Event OR the Event Item. It **cannot** be enabled on both.

There are three fields on the Event object:

- **Waitlist Enabled**
- **Waitlist Capacity**
- **Remaining Waitlist Capacity**

![D_06_09_waitlisting](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlisting.png)

If you created a custom permission set, users assigned to that custom permission set will need to access waitlisting. Please add Read or Edit access to the fields listed above.

### Enable Waitlisting

Check the **Waitlist Enabled** field to enable waitlisting. The waitlist will become available once your Event reaches its **Total Capacity**. At this point, the **Status Formula** field on the Event will change to "Sold Out, Waitlist Open". This tells your Event page that the normal Event registration is closed, but open to waitlist registrations.

![D_06_09_enable waitlisting](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_enable%20waitlisting.png)

### Waitlist Process

The images below show what the registration process looks like when an Event has the **Waitlist Enabled** field checked. ![D_06_09_waitlist process 1](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlist%20process%201.png)

*The* ***Register*** *button becomes the* ***Join Waitlist*** *button.*

---

![D_06_09_waitlist process 2](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlist%20process%202.png)

*All Event Items that are available will have a "Waitlist Only" label.*

---

![D_06_09_waitlist process 3](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlist%20process%203.png)

*The fields or questions included on the Attendee Form for an Event Item will be displayed when registering an Attendee for the waitlist.*

---

![D_06_09_waitlist process 4](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlist%20process%204.png)

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

---

Once a potential Attendee finishes registering, an Attendee record with the **Registration Status** of "Waitlisted - Pending" will be created. The Attendee will receive the email stored in the **Waitlisted Email** field. The out-of-the-box workflow/email template is provided, but will need to be activated.

Attendees won't be charged for paid registrations until they are removed from the waitlist.

![D_06_09_waitlist process 5](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlist%20process%205.png)

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

![D_06_09_waitlist process 6](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_waitlist%20process%206.png)

#### Waitlist Sequence

Salesforce tracks when an Attendee joins/registers for an Event’s waitlist.

This distinction is especially important when an Event Organizer manually creates an Attendee record and invites the Attendee to an Event. If the invited Attendee registers for the Event later, causing them to be added to the Event’s waitlist, Salesforce will track the date and time the Attendee joined the waitlist.

### Waitlist Capacity

1. 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.
2. Event level waitlist capacities will only be shown once waitlisting is active, not before. The number of Event Items remaining will be shown when **Waitlist Enabled** is selected on the Event level and the **Remaining Waitlist Capacity** is "10" or less.
3. Once the **Remaining Waitlist Capacity** = "0", then the Event will be marked as Sold Out.

### Waitlist Emails

If you have activated our Waitlisted Email flow, when an Attendee's **Registration Status** is updated to "Waitlisted - Pending," an email is immediately sent to the Attendee.

## Event Items and Waitlisting

1. Enable waitlisting on the Event Item by checking the **Waitlist Enabled** field. ![EventItem_Waitlisting_1](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/EventItem_Waitlisting_1.png)
2. Set the **Full Name** and **Email** fields in the Attendee Form section to "Required". ![EventItem_Waitlisting_2](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/EventItem_Waitlisting_2.png)
3. Enter the number of spots available on the waitlist in the **Waitlist Capacity** field. If you want to set an unlimited amount, enter "99999".
  - The **Waitlisted** and **Remaining Waitlist Capacity** fields are automatically updated based on the number of waitlisted Attendees.
  - Once the **Remaining Waitlist Capacity** = "0", then the Event Item will be marked as Sold Out. ![EventItem_Waitlisting_3_1](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/EventItem_Waitlisting_3_1.png)
4. Enter an amount in the **Quantity Available** field.
  - The **Quantity Available** field must be defined. When **Quantity Remaining** = "0", Attendees will be waitlisted.
  - **Quantity Remaining** = "0", all subsequent Attendees will have a **Registration Status** = "Waitlisted - Pending". ![EventItem_Waitlisting_3_2](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/EventItem_Waitlisting_3_2.png)

### Data Dictionary and Waitlist Counts

The [Data Dictionary](https://docs.blackthorn.io/docs/data-dictionary) can help Event Organizers inform potential Attendees of the number of available Tickets, Session spots, and Products using the following Keys.

- **Key** = “LBL_COUNT_TICKETS_REMAINING”
- **Key** = “LBL_COUNT_ITEMS_REMAINING”
- **Key** = “LBL_COUNT_SPOTS_REMAINING”
- **Key** = “MSG_QUANTITY_TICKET_WAITLISTED”

IMPORTANT NOTE: These Keys do not work for Donations.

#### Create a Data Dictionary Group

ImportantCapital letters must be used in the **Key** field. 

1. In the App Launcher, enter and click "Data Dictionary Group".
2. Click **New**. ![CreateDataDictionaryGroup_Object](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/CreateDataDictionaryGroup_Object.png)
3. Enter a **Data Dictionary Group Name**.![CreateDataDictionaryGroup_New](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/CreateDataDictionaryGroup_New.png)
4. Click **Save**.

#### Create Data Dictionary Entries

To show the amount of available Tickets, Sessions, or Products, you must include "{count}" in the **Value** field.

1. Click **New** next to the Data Dictionary Entry. In a Data Dictionary Group, each Data Dictionary Entry can only support one language. ![CreateDataDictionaryGroup_NewEntry](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/CreateDataDictionaryGroup_NewEntry.png)
2. In this example, we’ll set **Language / Locale** to “English.”
3. For Event Items with **Type**set to “Main event ticket” or “Guest,”
  1. Set **Key** = “LBL_COUNT_TICKETS_REMAINING”
  2. Set **Value** = “{count} Tickets Left in Event”
4. Click **Add Row**.
5. For Event Items with **Type**set to “Other” (Products),
  1. Set **Key** = “LBL_COUNT_ITEMS_REMAINING”
  2. Set **Value** = “{count} Products. Left in Event"
6. Click **Add Row**.
7. For Sessions,
  1. **Set Key** = “LBL_COUNT_SPOTS_REMAINING”
  2. **Set Value** = “{count} Tickets Left in Session”
8. Click **Add Row**.
9. For waitlisted Tickets (Event Items with `Type` set to “Main event ticket” or “Guest”),
  1. **Set Key** = “MSG_QUANTITY_TICKET_WAITLISTED”
  2. **Set Value** = “[count] Waitlist Spots Left”![](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/Data%20Dictionary%20Key%20Counts.png)
10. Click **Save**.
11. Click **Back** to return to the Data Dictionary Group record.

Click [here](https://docs.google.com/spreadsheets/d/1mANZ058qszzrXjEdB0Wv4AVbcN5aj41h7-qd9XtrRy0/edit?usp=sharing) for the full Events Data Dictionary list.

### Waitlisting at the Event level

When waitlisting is enabled on the Event, the **Event capacity is the only thing that triggers the waitlist**. Registrants are waitlisted once the Event is full, not when an individual ticket runs out. Ticket quantities still limit how many of that ticket someone can select, but they do not start a waitlist on their own.

In this mode the waitlist fields on the ticket are ignored: **Waitlist Capacity**, **Waitlisted** and **Remaining Waitlist Capacity** on the Event Item are not used. All ticket types draw from a single shared waitlist on the Event, so the Event Waitlist Capacity is the total across every ticket.

### Waitlisting at the ticket level

When waitlisting is enabled on individual tickets instead, **each ticket runs its own waitlist**, using its own Waitlist Capacity. When one of those tickets sells out, people choosing it join that ticket’s waitlist. Other tickets that still have room are unaffected and continue to sell normally. Tickets with waitlisting left off simply show as sold out when they run out.

Event capacity still applies as an overall ceiling. Even when a ticket has seats left, registration is limited by how much Event capacity remains.

### Ticket types that are never waitlisted

Tickets of type **Other** and **Donation** are excluded from waitlisting entirely, whichever level you have configured.

## Session Waitlisting

1. Enable waitlisting on Sessions by checking the **Waitlist Enabled** field.
2. Define the **Waitlist Capacity** if there is one. If there is unlimited capacity, leave that field blank.
3. The **Waitlisted** and **Remaining Waitlist Capacity** fields are automatically updated based on the Attendees who are waitlisted.
4. Define the **Quantity Available** field. The **Quantity Available** field needs to be defined so that when the **Quantity Remaining** = "0", Attendees will be waitlisted.
5. Once the **Quantity Remaining** = "0", then all the subsequent SessionAttendees will have a **Registration Status** = "Waitlisted - Pending".
6. Once the **Remaining Waitlist Capacity** = "0", the Session will be Sold Out.

![D_06_09_session waitlisting](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_session%20waitlisting.png)

A waitlisted Attendee will NOT be removed automatically from a Session waitlist once a spot becomes available. If you haven’t enabled waitlist automation, your organization must define its own process to promote and notify (or use the workflow rule for email send) waitlisted Session Attendees.

## Automate the Waitlist

Automating the waitlist means Event Organizers no longer need to manage it manually. Instead, Attendees are added to the waitlist automatically. The process uses the date and time of the Attendee record’s creation to determine the Attendee’s place in line.

To activate automatic waitlisting, use the Event Settings’ **Waitlisting: Automate** field. (If the **Waitlisting: Automate** field isn’t on the Event Settings page layout, use the steps below to add it.)

To explain how waitlisting works, we’ll use an example with Attendee A and Attendee B.

Set **Waitlisting: Automate** to "Yes" to turn on the automation. (The default setting is “Yes.”)

Attendee A’s **Registration Status** is set to "Registered." Attendee B’s **Registration Status** is set to "Waitlisted – Pending." Attendee A updates their **Registration Status** to “Declined” or “Canceled.”

This change causes Attendee B’s **Registration Status** to change to “Pending.” Attendee B will receive an email with their [AttendeeLink](https://docs.blackthorn.io/docs/attendeelink) to complete their registration.

While Attendee B's **Registration Status** is set to "Pending," no other Attendees can register for the Event until Attendee B accepts or declines the invitation.

At the same time, if Attendee C, who is registered for the Event, cancels their registration, Attendee D, who is on the waitlist, will have their **Registration Status** updated to "Pending."

If you want to manage the waitlist manually or if the automated waitlist sequence based on the Attendee record’s creation date and time does not meet your requirements, set the Event Settings’ **Waitlisting: Automate** to “No.”

> [!WARNING]
> Limitation: Attendee Groups
> 
> When a primary Attendee is created or invited, and additional Attendees are added during registration, the automated waitlist may behave unexpectedly. For example, members of an Attendee Group may not receive the next available waitlist spot(s) together.

### Add the Waitlisting: Automate Field

1. Click the **Gear** icon.
2. Click **Setup**.
3. Click the Object Manager tab.
4. In the Quick Find box, enter and click “Event Settings”.
5. Click the Page Layout tab.
6. Click Event Settings Layout.
7. Drag and drop the **Waitlisting: Automate** field on to the page layout.
8. Click **Save**.

## Remove an Attendee from the Waitlist

Complete the following steps to remove an Attendee from an Event or Event Item waitlist. Once that is done, the Attendee will be able to complete the registration process.

1. Enable the workflow/email template that notifies the Attendee that they are off the waitlist.

![D_06_09_remove from waitlist](https://cdn.document360.io/f977eec0-500f-40a3-b663-724a51f78075/Images/Documentation/D_06_09_remove%20from%20waitlist.png)

1. Update the Attendee's **Registration Status** to "Pending". This will trigger the [workflow rule](https://docs.blackthorn.io/docs/email-management-event-invites-reminders-more) to send an email to the Attendee, inviting them to complete their registration through the [AttendeeLink](https://docs.blackthorn.io/docs/attendeelink).

Since the Attendee's **Registration Status** is "Pending" and an Event Item was already selected, they only need to answer any custom questions and pay for the Event Item. (Attendee*s cannot add additional Event Items or change their Event Item type.)*

- Waitlisted Attendees can also remove themselves from an Event's waitlist via their AttendeeLink if the Event Settings' **Enable Cancel Registration** field is set to "Yes."

### What happens when a registered Attendee is deleted?

When a spot becomes available by an Attendee canceling their registration or an Event Organizer deleting the Attendee record or increasing the capacity, the waitlist automation will perform the following steps.

- The **Registration Status** of the person at the top of the waitlist will automatically be updated to “Pending”.
- A waitlist pending email will be sent to that individual.

Note: The deleted Attendee will NOT receive an email letting them know they are no longer registered since the email can’t be tied to the Attendee once the Attendee record is deleted.