Waitlist notifications and queue management

Purpose

1.1. Manage high-demand guest flow by automatically registering guests to a virtual waitlist, notifying them of spot changes via SMS, email, or app, reducing in-person crowding, optimizing table turnover, and ensuring seamless guest experience from wait to seating.
1.2. Provide real-time updates on queue status, estimated seating time, and customized prompts for arrival, special offers, or feedback collection.
1.3. Integrate with POS/reservation systems to dynamically update guest status and notify staff for prioritized seating.
1.4. Offer multi-channel communication (SMS, email, mobile push, WhatsApp) and synchronize all responses into a unified dashboard for host/manager review.

Trigger Conditions

2.1. New walk-in guest registered on digital waitlist app or website.
2.2. Online guest submits reservation but no slots available, opt for waitlist.
2.3. Manual entry by staff into POS or mobile app.
2.4. Real-time table status update signaling approaching table readiness.
2.5. Cancellation or no-show, activating next-in-line notification.
2.6. Positive guest response (“on the way”) triggering pre-arrival prompts.
2.7. Guest leaves queue via opt-out link or response command.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Configure programmable SMS API for instant guest notifications; sample: POST /Messages with dynamic wait time.
3.2. SendGrid
• Feature/Setting: Automated transactional email via Dynamic Templates API; send messages with position updates.
3.3. Firebase Cloud Messaging
• Feature/Setting: Push notification API for mobile alerts when table status changes; use topic messaging for guest segments.
3.4. WhatsApp Business API
• Feature/Setting: Use /v1/messages endpoint to trigger template-based guest updates.
3.5. Slack
• Feature/Setting: Incoming Webhooks for staff alerts on waitlist activity; real-time update to host channel.
3.6. Zapier
• Feature/Setting: Webhook or reservation app trigger for connecting POS with waitlist logic.
3.7. Airtable
• Feature/Setting: Real-time database with “Status” field; trigger automations for guest notification.
3.8. Google Sheets
• Feature/Setting: App Script to monitor queue changes; auto-send notifications with Gmail or SMS plugins.
3.9. Salesforce
• Feature/Setting: Automation rule via Process Builder or Flow for reservation-to-waitlist transitions.
3.10. Square POS
• Feature/Setting: Use Webhooks API to send table-status updates to trigger notifications.
3.11. HubSpot
• Feature/Setting: Workflow automation for sending guest status emails with custom tokens.
3.12. ActiveCampaign
• Feature/Setting: Conditional automation to send SMS/email based on waitlist triggers.
3.13. Mailgun
• Feature/Setting: API to send transactional emails with dynamic waitlist info.
3.14. Pusher
• Feature/Setting: Real-time push notification for front-of-house staff and guests when table is almost ready.
3.15. Intercom
• Feature/Setting: Behavior-based messages to notify guests via chat or SMS when their turn approaches.
3.16. Calendly
• Feature/Setting: Webhook to automate notification for guests waiting for open reservation slots.
3.17. Microsoft Power Automate
• Feature/Setting: Automated workflows for multi-channel waitlist notifications; connectors for SMS, Teams, or Outlook.
3.18. OneSignal
• Feature/Setting: App-based push notifications for wait time and table readiness.
3.19. Plivo
• Feature/Setting: SMS API for instant bulk notifications to queued guests.
3.20. Zoho CRM
• Feature/Setting: Instantly update guest status fields and trigger follow-up notifications with workflow rules.
3.21. Webex Teams
• Feature/Setting: Bot alerts for staff on guest wait time and next-up status.
3.22. Freshdesk
• Feature/Setting: Ticket automation for special guest requests or VIP queue management.
3.23. DocuSign
• Feature/Setting: Collect e-signatures for liability forms or special event acknowledgment from guests during waitlist registration.
3.24. Amazon SNS
• Feature/Setting: Send SMS or app notifications in response to queue or reservation system triggers.

Benefits

4.1. Minimizes physical crowding, ensuring better guest safety and satisfaction.
4.2. Enhances guest transparency and reduces frustration by providing real-time status.
4.3. Optimizes staff workload and response efficiency via automated, synchronized communication.
4.4. Increases table turnover rate and revenue by streamlining guest flow.
4.5. Enables multi-channel, customizable guest engagement with a professional experience.