Manage walk-in waitlists with real-time status updates so your visitors spend less time waiting and your staff stays organized.

### Overview

- **What it is:** The **Waitlists** feature lets you create digital queues for walk-in visitors at your locations, share join links, and track wait times in real time.
- **Why it matters:** Paper sign-in sheets and manual tracking lead to confusion, long wait times, and frustrated visitors. Digital waitlists give everyone visibility into their place in line and let staff manage throughput efficiently.
- **Who uses it:** Front-desk staff, clerks, office managers, and administrators at courthouses, probation offices, and other public-facing locations.
- **Expected outcomes:** Shorter perceived wait times, better visitor flow, and actionable data on throughput and peak hours.

### Prerequisites

- An active eCourtDate account with admin or staff permissions
- At least one location configured in your eCourtDate settings
- A device (tablet, computer, or phone) available at the front desk for queue management

### How-To Steps

#### Step 1: Access the Waitlists Page

1. Click **Events** in the main navigation.
2. Click **Waitlists** to view existing waitlists or create a new one.

#### Step 2: Create a New Waitlist

1. Click **Create Waitlist**.
2. Enter a name for the waitlist (for example, "Main Lobby" or "Probation Office Walk-ins").
3. Select the **Location** this waitlist serves.
4. Configure operating hours if you want the waitlist to accept visitors only during specific times.
5. Click **Save**.

#### Step 3: Share the Join Link and QR Code

1. Open the waitlist you just created.
2. Click **Share** to view the public join link and QR code.
3. Copy the link and share it on your website, in email communications, or on signage at your location.
4. Print the QR code and post it at your entrance so visitors can scan and join the queue from their phones.

#### Step 4: Manage the Queue in Real Time

1. Open the active waitlist to see all visitors currently in the queue.
2. Review each visitor's name, reason for visit, arrival time, and estimated wait.
3. Click **Next** to call the next visitor in line.
4. Click **Remove** to take a visitor off the list if they leave before being served.
5. Drag and drop entries to reorder the queue if priority adjustments are needed.

#### Step 5: Send Real-Time Status Updates

1. When a visitor's turn is approaching, click **Notify** next to their entry.
2. The system sends an SMS or push notification letting the visitor know they are next.
3. Visitors can also check their live status by revisiting the join link on their device.

#### Step 6: Track Throughput and Performance

1. Navigate to the **Reports** tab within your waitlist.
2. Review metrics such as average wait time, total visitors served, peak hours, and staff throughput.
3. Use this data to adjust staffing levels and improve visitor experience.

### What to Expect

Visitors who join via the link or QR code appear in your queue immediately. Status notifications reach visitors within seconds. Throughput data accumulates over time, giving you increasingly useful insights into traffic patterns.

### Best Practices

- Post the QR code prominently at every public entrance to encourage self-service joining.
- Monitor the queue continuously during business hours to avoid long gaps between calls.
- Use operating hours settings to automatically close the waitlist outside of business hours.
- Review throughput reports weekly to identify peak periods and staff accordingly.
- Combine waitlists with appointment scheduling for a hybrid approach that serves both walk-ins and scheduled visitors.

### Frequently Asked Questions

**Q: Can visitors join the waitlist remotely before arriving?**
A: Yes. Anyone with the join link can add themselves to the queue from any device. This is useful for visitors who want to minimize their time in the lobby.

**Q: What information do visitors need to provide when joining?**
A: By default, visitors enter their name and reason for visit. You can customize the join form in the waitlist settings to collect additional information.

**Q: Can I run multiple waitlists at the same location?**
A: Yes. You can create separate waitlists for different services or departments at the same location (for example, one for general inquiries and another for probation check-ins).

**Q: How do visitors know when it is their turn?**
A: Visitors receive an SMS or push notification when you click **Notify**. They can also monitor their position in real time by checking the join link on their device.

**Q: Is there a limit to how many visitors can join a waitlist?**
A: There is no hard limit. However, if your queue grows very large, consider adding staff or opening a second service window.

### Troubleshooting

| Issue | Symptoms | Solution |
|-------|----------|----------|
| QR code does not work | Scanning produces an error or blank page | Verify the waitlist is active and the join link is correct. Regenerate the QR code from the **Share** menu. |
| Visitor not appearing in queue | Visitor says they joined but is not listed | Ask the visitor to refresh the join link on their device. If the issue persists, add them manually from the staff view. |
| Notifications not delivered | Visitor does not receive the "you're next" alert | Confirm the visitor entered a valid phone number. Check that SMS delivery is enabled in your waitlist settings. |
| Waitlist accepting entries outside of hours | Visitors joining after business hours | Verify that operating hours are configured correctly in the waitlist settings. Save changes and test by visiting the join link outside the set hours. |

### Related Articles

- [How to Manage Events](/how-to-manage-events)
- [How to Manage Locations](/how-to-manage-locations)
- [How to Set Up Portals](/how-to-set-up-portals)