The KCM Waitlist interface depends on whether or not LIVE STREAM has been turned ON for KCM. The first page that opens will either be the Check-In List (Live Stream is OFF) or the most recent customer profile (Live Stream is ON). For simplicity, this tutorial will use a KCM where the Live Stream is OFF

In this example, Live Stream is OFF and the Data Sync settings limits employees to manually adding selected contacts to the Waitlist as well as allowing contacts to use the Waitlist Self-Entry.

1. Launch KCM and enter your PIN. KCM will open on the Check-In List. 

Contacts that have not been added to the Waitlist will appear with an ADD button.

Contacts that already exist on the waitlist will appear with a REMOVE button.

2. Click 'Waitlist' from KCM toolbar to view the contacts on the Waitlist.

3. All contacts added to the waitlist will display certain information. This includes the contact's name (if provided), their mobile number, their calculated wait time, Waitlist status, and buttons that allow employees to send messages and complete the contact's Waitlist activity.  

Contacts added to the Waitlist appear with a Green background and gradually change colors from green - yellow - orange - red as their time on the waitlist increases. 

- GREEN  =  New Entry

- YELLOW   = +15 Minutes on Waitlist

- ORANGE  = +30 Minutes on Waitlist

- RED  = +60 Minutes on Waitlist 

4. When the contacts' table, order, or turn to enter is ready, click 'SEND' to send the contact a message.  

Note: In order to send messages from the Waitlist, you must select a default keyword from the 'Link Keyword to Send Messages' drop-down menu of the Check-In Manager Settings pop-up. To configure this setting and create Waitlist message templates, please return to the Check-In Manager Settings. 

'Send Message' page allows employees to send a Free-Form message or send one of the Message Templates activated for the Waitlist. 

5. Send a Free-From Message - Click ENTER YOUR OWN MESSAGE to open a text field. Use the space provided to enter your message. Then click 'Send Message' to deliver your message. 

6. Send a Message Template - Click one of the available templates. Then click 'Send Message' to deliver your message. The ongoing conversation history with the contact appears in the Conversation column.

Status Updates and Message Notifications 

When a contact has been added to the Waitlist, their Waitlist card displays their Status as "Checked-in"

When a message has been sent to a contact, the contact's Waitlist card displays a MSG SENT prompt 

If a contact replies to the text they were sent, their Waitlist card will display a NEW MSG prompt. Click 'NEW MSG' to view the conversation history and send a reply.

If the contact uses one of the status buttons of the Waitlist Line Status page, their Waitlist card will display the new Status.

Waitlist Line Status page:

7. Completing Waitlist Activity - Click 'DONE' when a contact's Waitlist activity has been completed and their card will be moved from Active to the Completed section.

8. Clearing Waitlist Activity - Completed Waitlist activity can be cleared in 3 ways.

Clear Individually - Click 'CLEAR' to clear an individual contact from the Waitlist. 

Clear All - Click 'CLEAR ALL' to clear the entire Completed section of the Waitlist.

Daily Auto Complete - Use the Daily Auto Complete option in the KCM Waitlist Settings to clear any remaining Waitlist entries at the end of each day. When ON, the Waitlist automatically clears daily at 3 am PST.    

9. (optional) Back to Waitlist - Use 'Back to Waitlist' to move a contact's card from Completed to Active.