Create waitlists for your physical locations so walk-in clients can check their place in line, receive real-time status updates, and get notified when it is their turn.

### Overview

Walk-in waitlists let your agency manage client flow at physical offices, courthouses, and service centers without paper sign-in sheets or manual queue tracking. Clients join the waitlist by scanning a QR code, visiting a portal link, or being added by staff at the front desk. Once on the waitlist, clients see their position in line and receive automatic notifications as they move through the queue.

- Create waitlists tied to specific physical locations such as courthouses, clerk offices, or probation offices
- Generate shareable waitlist links through your portal that clients can bookmark or access from any device
- Allow clients to join the waitlist by scanning a QR code posted in your lobby or waiting area
- Send real-time status updates via SMS or email as clients move through the queue
- Track wait times, service times, and visitor volume for operational reporting

Front desk staff use waitlists to manage walk-in traffic during high-volume hours. Court clerks direct self-represented litigants to a digital queue instead of a physical line. Probation offices let clients check in for appointments and wait remotely until they are called. In each case, the waitlist reduces crowding, shortens perceived wait times, and gives staff control over service flow.

### Prerequisites

Before setting up walk-in waitlists, make sure you have:

- An active eCourtDate agency account with Admin or Manager role access
- At least one [location](https://app.ecourtdate.com/locations) created in your agency (go to **Admin** > **Locations** to manage locations)
- A configured [web portal](https://app.ecourtdate.com/portals) to host the public-facing waitlist page
- (Optional) A printed QR code for lobby display (see [How to Generate QR Codes](/how-to-generate-qr-codes))
- (Optional) Auto message templates configured for waitlist status notifications

### How-To Steps

#### Step 1: Create a Location (If Needed)

1. Sign in to your eCourtDate agency.
2. Click **Admin** > **Locations** in the top navigation bar.
3. If your physical location is not already listed, locate the **Create Location** form on the left side of the page.
4. Enter the **Name** (for example, "Main Courthouse" or "Downtown Clerk Office").
5. Enter the full **Address**, including street, city, state, and ZIP code.
6. Click **Create** to save the location.

The location is now available for linking to a waitlist.

#### Step 2: Enable the Waitlist on Your Portal

1. Go to **Admin** > **Portals** and click **Edit** on the portal you want to use.
2. Locate the **Waitlist** section in the portal settings.
3. Enable the **Waitlist** toggle.
4. Configure the following settings:
   - **Title**: Enter a public-facing title (for example, "Walk-In Service Queue").
   - **Description**: Add brief instructions for clients (for example, "Join the waitlist and we will notify you when it is your turn").
   - **Location**: Select the physical location associated with this waitlist from the dropdown.
   - **Notify**: Enter phone numbers or email addresses for staff who should receive alerts when clients join the waitlist.
   - **Fields**: Select which information clients must provide when joining (for example, name, phone, reason for visit).
5. Click **Save** to activate the waitlist.

#### Step 3: Configure Waitlist Notifications

1. While still editing the portal, scroll to the **Waitlist Notifications** section.
2. Enable **Auto-Notify on Join** to send clients a confirmation when they join the waitlist with their position number.
3. Enable **Auto-Notify on Status Change** to send updates when the client's position changes or when it is their turn.
4. Select the notification channel: **SMS**, **Email**, or both.
5. (Optional) Link a specific **Auto Message** template to customize the notification content. You can include merge tags such as [WaitlistPosition] and [EstimatedWaitTime].
6. Click **Save** to apply the notification settings.

#### Step 4: Share the Waitlist with Clients

There are several ways to make the waitlist accessible to walk-in clients:

**QR Code (Recommended for Lobbies)**

1. From the portal edit screen, click **Generate QR Code** under the portal preview.
2. Download the QR code as a PDF or PNG.
3. Print the QR code and display it prominently in your waiting area with a call-to-action such as "Scan to join the waitlist."

**Portal Link**

1. Click the **Copy Link** button next to the waitlist section in the portal settings.
2. Share the link on your agency's website, in text messages, or in email communications.

**Sidebar Navigation**

1. In the portal editor, click **Add Waitlist** under the **Sidebar Navigation** section.
2. The waitlist page now appears as a menu item on your portal's side navigation for clients who are already signed in.

#### Step 5: Manage the Queue

1. Go to **Admin** > **Portals** and click **Edit** on the portal with the waitlist.
2. Click the **View Waitlist** button to open the live queue management screen.
3. The queue displays all clients currently waiting, in order, with the following details:
   - Client name and contact information
   - Reason for visit
   - Time joined
   - Current wait time
   - Position in line
4. To serve the next client, click **Call Next**. The client at the top of the queue receives a notification that it is their turn.
5. To remove a client from the queue (for example, if they left), click **Remove** next to their name.
6. To move a client up or down in the queue, use the **Move Up** or **Move Down** buttons.

#### Step 6: Add a Client Manually (Staff-Assisted)

If a client cannot scan the QR code or access the portal:

1. Open the waitlist management screen.
2. Click **Add Client** at the top of the queue.
3. Enter the client's **Name**, **Phone Number**, and **Reason for Visit**.
4. Click **Add to Waitlist**.

The client is placed at the end of the queue and receives a confirmation notification if their phone number is provided.

### What to Expect

After enabling the waitlist, clients can join the queue within seconds by scanning a QR code or visiting the portal link. They receive a confirmation with their position number and an estimated wait time (if configured). As staff serve clients and click **Call Next**, everyone in the queue moves up and receives updated notifications. Staff see a real-time dashboard showing the current queue length, average wait time, and individual client details.

At the end of the day, all unserved clients are automatically cleared from the queue (or you can clear it manually). Historical waitlist data is retained for reporting.

### Best Practices

- **Post QR codes at every entry point** to your waiting area, including front doors, reception desks, and self-service kiosks. The easier it is to join the waitlist, the higher adoption will be.
- **Keep the join form short** by only requiring essential fields (name and phone number). Lengthy forms discourage clients from using the waitlist.
- **Assign a dedicated staff member** to manage the queue during peak hours. Consistent queue management keeps wait times accurate and clients satisfied.
- **Monitor average wait times weekly** using the reporting data. If wait times consistently exceed acceptable thresholds, consider adding staff or adjusting service hours.
- **Use the waitlist for appointment check-ins too**. Clients with scheduled appointments can scan the QR code when they arrive, alerting staff that they are on-site and ready.

### Frequently Asked Questions

**Q: Can clients see how many people are ahead of them in line?**
A: Yes. When a client joins the waitlist, they see their position number and the number of people ahead of them. This updates in real time as the queue moves.

**Q: What happens if a client leaves without being served?**
A: Staff can click **Remove** next to the client's name in the queue management screen. The client is removed and everyone behind them moves up. You can also configure an automatic timeout to remove clients who have been waiting beyond a set duration.

**Q: Can I run waitlists for multiple locations at the same time?**
A: Yes. Each portal can have its own waitlist linked to a different location. If your agency has multiple offices, create a separate portal (or portal page) for each location's waitlist.

**Q: Do clients need to create an account to join the waitlist?**
A: No. The waitlist join form can be configured as public, meaning clients enter their name and phone number without signing in. For agencies that require authentication, you can set the waitlist to require portal login.

**Q: Can I view historical waitlist data for reporting?**
A: Yes. Waitlist data, including join times, service times, wait durations, and daily visitor counts, is stored and accessible through the **Reports** section. Export the data to CSV for further analysis.

### Troubleshooting

**Issue:** Clients are not receiving waitlist notifications.
**Symptoms:** Clients join the waitlist successfully but do not get SMS or email updates.
**Solution:**

1. Verify that **Auto-Notify on Join** and **Auto-Notify on Status Change** are enabled in the portal's waitlist settings.
2. Confirm the notification channel (SMS, email, or both) is selected.
3. Check that the client provided a valid phone number or email address when joining.
4. Go to **Admin** > **Settings** and verify your agency's SMS and email sending is active and not suspended.
5. If using a custom auto message template, test the template independently to confirm it sends correctly.

**Issue:** The waitlist page is not visible on the portal.
**Symptoms:** Clients visit the portal but cannot find the waitlist or see a blank page.
**Solution:**

1. Confirm the **Waitlist** toggle is enabled in the portal settings.
2. Check that a **Location** is selected for the waitlist.
3. Verify the portal status is set to **Active**.
4. If the waitlist is in the sidebar navigation, ensure the **Add Waitlist** link was saved successfully.
5. Open the portal link in an incognito browser window to rule out caching issues.

> **Important:** If you continue to experience issues after following these troubleshooting steps, sign in to eCourtDate and create a ticket by clicking the ticket button in the bottom right corner of the screen.

### Related Articles

- [How to Create Web Portals](/how-to-create-web-portals)
- [How to Generate QR Codes](/how-to-generate-qr-codes)
- [How to Manage Portal Check-Ins](/how-to-manage-portal-check-ins)