In this article, you will find all the necessary information to set up and use the Zenchef Waitlist feature.
Summary
- Why use the Waitlist?
- Setting up from the Web App
- Using the Waitlist
The Automatic Waitlist feature
- Common Cases & FAQs
What you need to know
Activating the Waitlist allows you to quickly confirm a new reservation in the event of a cancellation. Reservations on the Waitlist are displayed in your Reservation List but are not counted in the available cover stock.
The Waitlist feature is included in the Manage and Grow plans. It is not yet available on the mobile app.
1. Why use the Waitlist?
The Waitlist allows you to replace cancelled reservations, optimizing the occupancy of your restaurant.
2. Setting up from the Web App
Click on the Service you want to enable the waitlist for, and choose Edit.
Go to the Online Automation tab (the third tab of the Service).
Scroll down to the Availabilities section and toggle on Waitlist.
Set the number of covers that can be added to the waitlist. You can limit the number of people on the waitlist by reservation, by the total for the service, and by arrival time slot.
Click Save & Close at the bottom.
3. Using the Waitlist
Add a manual reservation to the "Waitlist" status.
From your reservation page, you can manually add a reservation to the Waitlist.
Start by entering the reservation as usual, then scroll down to Temporary status and click Waitlist.
Then click Save.
The client will receive an email or SMS (as configured in Settings > Guest Notifications) confirming their addition to the Waitlist.
Managing a reservation on the Waitlist
From your reservation page, Waitlisted reservations are clearly marked with a Waiting list status. You can also set a Filter to show you only this type of Pending reservation.
If you wish to confirm a Waitlisted reservation, click its status and choose Confirmed.
The client will receive an email or SMS (as configured in Settings > Guest Notifications) confirming their reservation.
4. The Automatic Waitlist feature
To make cancellation management easier and maximize your bookings, Zenchef now offers automated availability notification, which informs clients on the Waitlist when a timeslot becomes available.
How it works
To enable this feature, go to Settings > Reserve > Operations > Schedule. Click to Edit the relevant Service.
Go to the Online Automation tab (the third tab) and scroll down to the Availabilities section.
Make sure Waitlist is enabled.
Under Waitlist, toggle on Automated availability notification.
Set a Notification delay: immediate, 5 minutes, 10 minutes, or 15 minutes after the slot is released.
When a table opens up after an online cancellation or manual change, clients on the Waitlist are automatically notified by email or SMS (as configured in Settings > Guest Notifications > New availability following a cancellation — make sure either email or SMS is selected).
However, notifications are not sent if a time slot opens up within the late access time frame you've defined, or there is less than an hour left before the start of the Service or reservation.
Be sure to click Save & Close so your Service change takes effect.
Why activate this feature
Optimized occupancy: Reduce empty seats and maximize your bookings.
Improved customer experience: Clients receive the information instantly and can book immediately.
Time-saving: No need to manually contact each client when timeslots become available.
5. Common Cases & FAQs
Common Cases
The waitlist is not available to my clients — Make sure that this feature is included in your subscription plan and that it is properly activated in your Settings.
How do I remove a client from the waitlist? — Click on the status of your client’s reservation, then select the Cancelled status.
FAQ
Do waitlisted reservations automatically get confirmed? — No, if a spot becomes available in your restaurant, you are responsible for manually accepting a client from the Waitlist by confirming their reservation. This way, you maintain control over last-minute bookings.