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Video: Adding and Managing Clients in Waitlist

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Video Tutorial Transcript

Irina from Zanda 00:05 Hi there and welcome to the new Zanda video. In this video I will tell you about using the waitlist feature. 00:14 First of all, let us start with an overview of the waitlist feature. You can access it in your Zanda account two ways. 00:22 The first very quick and simple one is using this icon here at the top panel. Just click on the waitlist icon and the waitlist will open for you. 00:33 Another option is to go to the people menu here on the sidebar and select waitlist to open the waitlist. So now what it does and what it gives you.

What You Can See in the Waitlist

00:45 Here you can add clients to your practice waitlist and you can add either existing clients or you can even create new client profiles by adding them to your system through your waitlist. 00:58 Uh, and the information that it gives you is some information about the client. You can see here the mobile address, for example, uh, and then the information of the appointment they are waiting for. 01:11 For example, their practitioner preference, the location of the appointment preference. The client's date of birth, uh, what availability they are looking for, uh, and also how long they have been on your wait list. 01:25 Uh, you can see my test clients have been waiting for an appointment for a long time. Uh, also you can use some tags to organize your clients in the waitlist and so on.

Adding a Client to the Waitlist

01:36 So let us have a look how all that works. First of course, let us start with adding a client to the waitlist. 01:43 And here at the top you can see two options. You can either start by searching For a client through the, um, searching from the client profiles that you already created in your Zanda account. 01:56 Or you can click add new client and briefly enter the client information like the first name, last name, mobile phone, email, select the preferred practitioner and so on. 02:11 So let us go through, uh, through an existing client. I will select the client Who is in my system, but I can cannot offer an appointment to them for now. 02:23 So I'm adding them to the wait list. Once I've added the existing client to the wait list feature, here I can see when the appointment Was scheduled their last appointment, and if there is a next existing appointment, so it already gives you an idea of where you are at with this existing client. 02:48 Then, uh, the next field, here we can add the practitioners whose appointments they're waiting for, it can be one practitioner or multiple practitioners. 02:57 Then to help with organizing your wait list, let us add, um, tags. Tags are custom, so you can create your own list of tags of about how you want to categorize and group your wait list clients. 03:10 So here, for example, I will select, um, the consolation list. That's where I am adding my client, and also I will add that he is, um, yeah, good and flexible with the times of the appointment. 03:25 Any notes I want to, um, add to these clients? I will add here. Uh, so these notes will save in the waitlist and where one you are removing the client from the waitlist, they can be transferred to the record in the client profile. 03:47 I will show this to you a little bit later. Next, let's select the location where the client is waiting for the appointment. 03:55 Let's say they agree either to face-to-face or telehealth, uh, appointment. And next is the availability. Here, it's very easy to set up. 04:04 First, you can select what time of day they are waiting for. Uh, by default, the, uh, work or business days will highlight. 04:14 You can remove some of them if you offer weekend appointments. You can also highlight those. So that's where you can set up what availability the client is after. 04:27 Uh, the waiting scenes is, uh, the field that you can update. So for example, if you're transferring your wait list from your previous practice management system to Zanda, that's where you can update, uh, this waiting scenes date. 04:40 So let's say they're waiting scenes. The first of April and the date added is the Date where they were entered into your Zanda account on the waitlist, the system will fill this in automatically for you and this date cannot be changed. 04:56 And then we will save those changes. They go, we added an existing client to our waitlist. And we can do the same with the new client. 05:08 Let's quickly do that. We'll address. And the next will be absolutely the same. Uh, so first we will select the default practitioner, or preferred practitioner for their appointments, and then whose appointments they are waiting for. 05:42 It's a new client in our tabs. Location, they only want phone consults, for example, and they are only available in the morning or in the business days. 05:56 And waiting since. Yeah, I'm just adding them. The new client they're waiting since today and safe. So they're basically the same steps. 06:05 You just enter the new information of the client and they are added to your wait list and the new client profile is also created in your Zanda account.

Customizing Waitlist Columns

06:17 And you can see all those clients conveniently listed here on this pop-up. The next time anytime you need to see what your waitlist looks like, just click here at the top and the waitlist will open it. 06:33 Now that we have added some clients to our waitlist, let us have a look what else we can do with it. 06:39 And first, let's have a look at how we can add more information to these table of clients or maybe remove the columns that you don't need to see on your waitlist. 06:50 To do that, let's click the select columns button here at the top, sorry, bottom left. And you will see the list of all possible columns to be included into your wait list. 07:03 And, uh, to add more columns, we can just check them. For example, let's add the date of birth of your clients, and let's add the noise to this. 07:15 If you want to remove something, you can just uncheck. In the box. And then you will click Apply. And you will see how the layout of your waitlist will change.

Managing Clients in the Waitlist

07:27 So now we can see the data first. Uh, and now we can see the notes that were added to the client's entries. 07:35 But we don't see how long they have been waiting since. Um, so the next feature I wanted to show you. 07:43 Maybe if you want to reorder and pull some clients to the top. For example, if you want to see your new clients at the top of the wait list, you can easily do this, just grab the six dots in front of their names and drag them to the top of the list. 08:01 And that's how you can easily reorder the list of clients on your wait list. The next feature, let's have a look at how you can remove the clients. 08:12 If you don't need to see them on your wait list. So for example, I was Yeah, let's remove my client here. 08:21 So to remove just one client, uh, you can click this red, uh, cross, red X, uh, in the last column. 08:32 And if there was a note, uh, added to the waitlist entry, you can select to save the waitlist note in admin notes on their client profile. 08:44 And it's asking you, are you sure you want to remove? So, if you want to confirm this action, yes, and check to save the waitlist note into the admin notes for your reference. 08:56 So, let's remove this client from my waitlist. If you need to remove more clients, um, and you can just select multiple checks here. 09:07 Uh, on the list and click this button at the bottom, remove selected clients and they also will be removed and the system the same way will ask you if you want to save the waitlist notes in those clients' profiles in your account. 09:23 So just to confirm when you're removing clients from the waitlist you are not removing them from your Zanda account. The profiles in your account stay intact.

Filtering the Waitlist

09:33 Okay, let's uncheck that because I don't want to remove them just yet. Alright, what else we can do with this list of client? 09:41 We can use the filters available here at the top. So the filters are, of course you can search by the client name. 09:48 I'm sure you will have a longer wait list than I do here with my test clients. So if you have a really long list, you can see them all on one page. 09:56 Use the search by the client name. Also you can filter your wait list by practitioner, so you can select, uh, Clients waiting for whom? 10:06 You can, uh, you want to see only, uh, wait list. Filter by location. Uh, let's do that, for example. And there are more filters for you. 10:16 They're just hidden to save some space on this screen. Uh, but if we add them, you can also filter by tags. 10:23 So we only want to see clients with flexible times. Uh, you can also filter by day. Uh, for example, only clients who want To visit you on Monday and Tuesday. 10:37 And also, clients filtered by time, only the clients who want to see the morning availability. So there you go. We have filtered our waitlist down to clients who match all those filters.

Exporting the Waitlist to CSV

10:52 And here at the bottom, you will see the count how many clients are matching those criteria. Um, and another feature to help you with working with these clients, you can export The list you generated into a CSV, or you can export all your waitlist clients into a spreadsheet. 11:13 So, uh, let's clear those filters to bring the full list of our clients back to the screen. Now, what else we can do with them? 11:23 We can actually communicate with those clients. Uh, and again, there are two options. If you want to communicate something to a group of clients, Uh, you can select them by checking, that's checkbox. 11:39 You can use the filters narrow down the list of clients and check on the those clients who were selected through the filters. 11:46 And once you've selected the clients you want to communicate with, let's click here, send SMS to selected clients. Uh, and here you can either free type the message you want to share with them. 12:01 Uh, or you can use an SMS template that you created prior to that. Let's click on that. Uh, and, uh, the SMS will populate here using that template. 12:15 And then all you need to do is just click send SMS. And another way to communicate with just one client through your waitlist, click on this speech bubble in front of the knee. 12:27 The panel for SMS messaging will open just for this client, and again you can either free type the text you want to send to them, or you can select the SMS, template, you have prepared for such types of messages and send that SMS to your client. 12:48 But from managing your wait list directly in Zanda account, you have the option to export it into a spreadsheet. We are the CSV file. 12:58 So let me show you how you can select what clients you want to export into that wait list. So it can be either the full list. 13:06 You just need to click Export to CSV once you've opened your, um, wait list. So that's very easy. But if you need to narrow down and only to export, uh, a list of specific clients, uh, what you can do. 13:21 Um, multiple ways here. You can either check Some clients, our all clients in the list that you see on your screen, use the filters to narrow down that list of clients, that you want to export, and also you can select what information about those clients you wish to export. 13:44 So you may choose to see just some specific information on your wait list, but you want to export all of it that's available. 13:52 In that case, Check all those boxes here, click Apply, and use the filters if you want to select a specific group of clients, and after that, click Export to your CSV when you are happy with your selection.

Communicating with Waitlist Clients

14:11 The file will be exported on your device, on your computer, on your laptop, and you will find it in your downloads folder. 14:21 As a CSV file and then open through any program that you have, uh, you are using for opening this type of file soon. 14:31 Wonderful. We have set up our wait list. We know how to use it. Let me now show you how it works and how it suggests the clients who are waiting for a specific appointment. 14:42 So for example, I will, uh, cancel this appointment from a client I have in Samuel's calendar because the client called, they can't make it. 14:51 So what we will do, we will change the status of this appointment to one of the statuses that mean that this appointment is not attended.

Using the Waitlist for Cancellations

15:00 It can be rescheduled, cancelled, late consolation or no show. So these four types of appointment status will trigger the wait list. 15:10 So I will select cancelled in this case because the client called they gave me the reason. So I will cancel that appointment and the waitlist immediately will pop up. 15:21 Showing me the matches of the clients who are waiting for this type of the appointment, where all the information you enter about the client on the waitlist matches the details of this appointment. 15:34 So here I have one. What I can do, I'll just select them, use Zanda to select it clients. I will use a template for the waitlist offer, just update it maybe, so it's a tenium appointment, and I will just quickly send it to the client. 15:54 That's it! I, Very quickly, in just a few seconds, manage the consolation and send the offer to the waitless client. 16:03 You can be one client, we can be multiple, just select all of the clients you want to offer this appointment to, send them a message, and you can just schedule them in once they have confirmed that they are eager to come for this appointment. 16:18 So this is how this works, uh, sort of automatically for you. Uh, if you don't see, um, the option of waitlist popping up like that, most likely it has been disabled in your, um, calendar settings. 16:34 So let's have a look at how we can enable that feature if you wish it to work it for you this way. 16:41 So what we will do, we will click on the settings menu here on the side to open the settings panel. 16:48 Uh, and here, uh, let us go into the scheduling, uh, category, click, calendar, display. And here we have this setting that says, show weightless matches when canceling appointment. 17:03 So you need to make sure that this, uh, setting is enabled for you and save the changes. So these, um, settings will apply to all the users of your Zanda account. 17:14 So it's not just, if it's not just you using our, um, platform, but you are working in practice with multiple practitioners, multiple users. 17:23 Everyone will see this feature come up. Uh, the waitlist will pop up when there is a matching client for the cancelled appointment. 17:34 And this is all for now. That's all I wanted to tell you about the waitlist feature. I hope it's a useful feature that you will like it and that it will help you to manage your clients even better. 17:48 I will see you another time.