How to Set Up an Event Waitlist – Yapsody Support

The Waitlist feature allows ticket buyers to register their interest in an event that is sold out. When tickets become available, waitlisted customers can be notified and given an opportunity to purchase them.

🎥 Video Guide

Before You Start

The Waitlist option appears on your online store only when the event is sold out.
If tickets become available through a capacity increase or refunds, waitlisted customers get priority over the general public.
You can notify waitlisted customers manually or enable Automatic Ticket Allocation to manage notifications based on predefined settings.
When customers are notified that tickets are available, they receive a secret link to purchase tickets while the event remains marked as Sold Out to other customers.
You can view waitlisted customers and notification activity in the Waitlist Report.

Step 1: Enable the Waitlist for Your Account

The account-level Waitlist settings apply to all events by default. You can customize these settings for individual events.

From the Box Office Calendar, hover over your organization name in the top-left corner and select Settings from the dropdown menu.
From the options on the left, select Waitlist and enable the switch.
Configure the Waitlist settings as described below.

Waitlist Settings

Collect Customer's Cell Phone Number

Enabled by default. This setting allows you to collect the customer's phone number along with their name and email address on the Waitlist form.

Collect Ticket Quantity

This option is unchecked by default. Enable it if you want customers to specify the number of tickets they wish to purchase.

Time to Respond

For manual ticket allocation, set how long waitlisted customers have to purchase tickets after receiving the secret link. The maximum allowed response time is 365 days.

Automatic Ticket Allocation

This option is enabled by default. Disable it if you prefer to select customers and send ticket availability notifications manually.

When Automatic Ticket Allocation is enabled, configure the following settings:

Ticket Count to Trigger Email: The minimum number of available tickets required to trigger availability notifications.
Ticket Offering Interval: The time interval between notifications sent to waitlisted customers.

The response time determines how long a customer has to complete the purchase after receiving the secret link.

Customize Waitlist Labels

You can customize the default labels displayed to customers, such as changing Waitlist Button to Join Waitlist.

Select the checkbox next to the label you want to rename.
Enter your preferred text in the text editor that appears.
Save your changes.

The character limits are 20 characters for the Waitlist Button and 40 characters for the Waitlist Form Title.

Step 2: Enable the Waitlist for an Event

After enabling the Waitlist at the account level, configure it for the event.

From the Box Office Calendar, open the event and click Edit in the top-right corner.
Select Customize, then Waitlist, and click Add Waitlist.
On the Waitlist Settings page, customize the settings for this event or keep the default settings.
Save your changes.

Step 3: Choose a Ticket Allocation Method

Yapsody supports two methods for managing ticket availability notifications: Manual Ticket Allocation and Automatic Ticket Allocation.

Option A: Manual Ticket Allocation

Manual Ticket Allocation lets you control when customers are notified and which waitlisted customers receive an opportunity to purchase tickets.

Setup requirements

Enable the Waitlist.
Disable Automatic Ticket Allocation.

How it works

Customers join the Waitlist when the event sells out.
When tickets become available, select the customers you want to notify from the Box Office.
Send notification emails to those customers.
Customers receive a time-limited secret link to purchase tickets.
If a customer does not complete the purchase within the configured response time, the link expires.

If a link expires, you can notify the same customers again or select different customers.

All notification activity is tracked in the Waitlist Report.

If none of the notified customers purchases tickets, the tickets are released for general public sale.

When to use Manual Ticket Allocation

Choose this method if you want to:

Control which customers receive ticket availability notifications.
Prioritize specific customers, such as VIPs or priority groups.
Manage ticket allocation manually for events with lower demand.

Option B: Automatic Ticket Allocation

Automatic Ticket Allocation allows Yapsody to manage ticket availability notifications according to your configured rules.

Setup requirements

Enable the Waitlist.
Enable Automatic Ticket Allocation.

Configurable settings

Ticket Count to Trigger Email: The minimum number of available tickets required to trigger notifications.
Ticket Offering Interval: The interval between notifications sent to waitlisted customers.
Time to Respond: The period during which a customer can complete the purchase using the secret link.

How it works

Customers join the Waitlist when the event sells out.
When tickets become available, the system automatically sends notifications according to the configured rules.
Notifications are sent sequentially based on the configured intervals.
Customers receive a time-limited secret link to purchase tickets.
Customers who complete their purchase are removed from the Waitlist.

If there are no customers on the Waitlist, available tickets are immediately released for general public sale.

When Automatic Ticket Allocation is enabled, the manual Notify Customer option is disabled.

All activity is logged in the Waitlist Report.

When to use Automatic Ticket Allocation

Choose this method if you want to:

Distribute available tickets with minimal manual intervention.
Manage large audiences or high-demand events.
Automate the notification process using predefined rules.

Step 4: How Customers Join the Waitlist

Once the event is sold out and the Waitlist is enabled:

The Join Waitlist option appears on the online store.
When customers click Join Waitlist, they are prompted to enter their contact details and any other requested information.
After submitting the form, customers see a confirmation message: You are now on the waiting list!
Customers receive a verification email in their inbox. They must click the Verify Waitlist Registration button in the email to complete the verification.
After verification is complete, customers are redirected to the online store, where they see the message Verification Successful.

Customers can then be notified when tickets become available, depending on the allocation method and configured settings.

Frequently Asked Questions

Can I control who receives ticket availability notifications?

Yes. With Manual Ticket Allocation, you select the customers to notify. With Automatic Ticket Allocation, the system manages notifications according to your configured settings.

What happens if a customer does not purchase tickets before the link expires?

The purchase link expires after the configured response time. With manual allocation, you can notify the same customer again or select another customer.

What happens if no one on the Waitlist purchases the available tickets?

For Manual Ticket Allocation, tickets are released for general public sale if none of the notified customers purchases them. With Automatic Ticket Allocation, tickets are immediately available for general sale if there are no customers on the Waitlist.

Where can I track Waitlist notifications?

Use the Waitlist Report to view notification activity and track the Waitlist process.

Can I customize the Waitlist for an individual event?

Yes. Account-level settings apply by default, but you can customize the Waitlist settings for an individual event through the event's Edit → Customize → Waitlist options.