Managing Waitlist Entries

Beyond the day-to-day of booking and notifying, the Waitlist Dashboard Card lets you maintain the list itself — adjust entries as patient needs change, remove entries that no longer apply, and review every action that’s been taken on an entry. This article covers all of those housekeeping actions in one place.

Most housekeeping actions are reached from the three-dot actions menu on an individual entry card. The menu contains:

Action	Use Case
Mark as Booked	Manually mark the entry as fulfilled (booked through another channel)
Edit	Change the practitioner, type, preferences, notice, or notes
Cancel Entry	Remove the entry from the active list
View Log	See the full audit trail of every action taken on this entry

To notify a patient, use the blue Email / SMS buttons under Contact Preference on the card itself — not this menu. See Notifying a Waitlist Patient.

Editing an Entry

Click Edit to open the same panel used for adding a new entry, with every field pre-filled from the existing entry.

You can change:

Practitioner(s) — admin only; practitioners can only edit their own entries
Appointment Type
Availability mode — switch between “Any available time” and “Specific days/times”
Days & Times grid — adjust which day/period combinations match
From / Until date range
Minimum notice
Notify By channels
Notes

Click Save Changes to apply. The entry’s bookability is re-computed against the new preferences, and the colour on the card updates accordingly.

When Editing Is Hard-Blocked

If the entry’s appointment type is soft-deleted (the type exists but has been marked inactive), you’ll see a warning but the entry can still be saved. If the type is missing (deleted entirely from the system), you must pick a current appointment type before you can save — the entry will otherwise stay in the Expired tab.

Mark as Booked

Use Mark as Booked when a patient has been booked into an appointment through some channel other than the dashboard card — for example, you created the appointment manually in the calendar after a phone call.

This action:

Sets the entry’s status to booked
Removes the entry from the active list
Does not create a calendar appointment

If you want to both book the appointment AND mark the entry as booked in one step, click a matching slot on the entry card instead. See Booking a Patient From the Waitlist.

Cancelling an Entry

Click Cancel to remove the entry from the active waitlist.

The entry is marked as cancelled and disappears from the dashboard.
The audit log retains a record of the entry and its cancellation.
The patient is not notified — if you need to tell them, send a separate message before cancelling.

Use cancel when the patient no longer wants to be on the waitlist, has been booked elsewhere, or the entry was created in error.

Viewing the Entry Log

Every entry has a full audit log. Click View Log to open a popup listing every action taken on the entry — when it was created, every edit, every status change, every notification sent or blocked.

Each log row shows:

Date and time of the action
Actor — the staff member who performed it
Action type — created, edited, notified, status changed, etc.
Status pill — colour-coded (sent / blocked / success / etc.)
Details — relevant information about the action

For email notifications, a View Email link opens the actual sent email in a separate window — the exact message the patient saw, fully formatted.

The audit log is read-only and cannot be edited.

Appointment History

Each patient row on the dashboard card has an Appointment History button to the left of the entry cards. Clicking it opens a panel listing every appointment — past and upcoming — for that patient, with full context for each one.

The panel has three columns:

Column	Contents
Appointment	Practitioner, visit type, appointment date and time, status, View in Calendar button
Details	Booked by (creator + booked date), Last modified by (last editor + modified date)
Notes	Preview of the appointment description; click More to slide in the full notes

Appointment Status Colours

The status text in the Appointment column is colour-coded:

Green — attended (Completed, Attended, Checked In, Checked Out)
Red — didn’t happen (No Show, Cancelled, Cancelled by Patient, Deleted, etc.)
Blue — upcoming (Pending, Confirmed, Reminded)

Appointments booked through online booking by a guest show as “Guest / Patient” in the Booked by column.

Appointment Summary Panel

Some patient rows show a Last Visit or Next Visit summary card. Clicking either opens a focused Appointment Summary panel with:

Patient name, phone, email
Date / time
Practitioner and appointment type
Notes (fully formatted)
Status dropdown — change the appointment’s status directly from this panel

For future appointments, the panel also has an Actions dropdown with:

Cancel Appointment — set the status to cancelled
Cancel and Notify Patient — cancel and send the patient the standard cancellation notice (same email the calendar sends when you cancel an event there)

If the patient has no email or phone on file, Cancel and Notify Patient still cancels the appointment but displays a notice that no message could be sent, with a link to open the patient’s workspace and add contact info.

View in Calendar

From the Appointment Summary panel or any row of the Appointment History panel, View in Calendar opens the calendar, navigates to the appointment’s day, and shows the event details — handy for jumping into the calendar to make adjustments you can’t make from the panel.

On a cold load, the calendar can take a few seconds to load. While it loads, the source panel shows a spinner so it’s clear something is happening.

The Expired Tab

Entries land in the Expired tab when they can no longer be booked:

The appointment type was deleted entirely
The Until date has passed without a booking
Some other invariant has been broken

Expired entries cannot be booked directly — the action menu offers only Edit (where you can pick a current appointment type to recover the entry) and Cancel. Use this tab to clear out dead entries.