A booked appointment doesn't automatically land in the live waitlist. Someone has to check the customer in when they arrive. That way you can tell who has shown up and who's running late.

Check in from the Appointments page

  1. In the admin sidebar, click Appointments.
  2. Use the date filter to pick Today, and optionally filter by Queue or Status.
  3. Find the booking and click Check In. The status moves from Scheduled to Checked In and the customer appears in the live waitlist.
  4. When you're done serving them, come back and click Complete, or complete them from the Waitlist screen.

Self check-in from a kiosk

If the location has a kiosk, a customer with an appointment can check themselves in. The kiosk looks up their appointment by the phone number they used to book, then adds them to the waitlist as checked in. If the phone number doesn't match, the kiosk will treat them as a new walk-in instead.

Status transitions

Appointments move through a few states. Scheduled (booked) can become Checked In or Cancelled. Checked In can become Completed or Cancelled. A cancelled appointment can be restored back to Scheduled if a customer calls back to rebook.

Common problems

  • Kiosk didn't find the appointment. The phone number the customer typed doesn't match the one they booked with. Check them in manually from the Appointments page.
  • Customer is a no-show. Leave them as Scheduled or cancel the appointment. There's no separate no-show status, but cancelled bookings keep your reporting clean.
  • Checked in the wrong person. Cancel the new waitlist entry on the Waitlist screen. The original appointment status can be changed back on the Appointments page.
  • Staff wants a heads-up when someone checks in. Turn on staff notifications for the queue so you get an email on check-in.

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