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WaitWell

WaitWell is a cloud queue management and appointment booking platform that lets service locations run virtual queues and bookings from a single screen.

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By WaitWell

waitwellsoftware.com

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Overview

Customers join a virtual queue by QR code, website link or kiosk, or book in-person and virtual appointments online, while staff manage the queue, walk-ins and booked visits from one screen. Customers get SMS or email updates with AI-calculated wait times, appointments sync both ways with Outlook and Google Calendar, and virtual visits get Zoom, Teams or Google Meet links. Dashboards and reports track wait times, service times and no-shows across locations, with integrations, API access and SSO listed on the Enterprise and Campus plans.
More product details

Product

Demo Url
waitwellsoftware.com/interactive-demo
License Model
Proprietary
Solution Kind
Platform

Who it is for

Industries
  • Healthcare
  • Government
  • Education
Organization Types
  • Business
  • Government
  • Education
Roles
  • Administrators

Features

Waiting Time Tracking

AI-calculated estimated wait times

Average wait and serve times in a real-time dashboard

More details & conditions: Waiting Time Tracking

Service goal setting for wait and service times by location

Categories: Waitlist

Queue Management

Single-screen queue management for in-person and virtual customers

Ticket routing, transfer and prioritization

More details & conditions: Queue Management

Waiting room capacity management and two-stage waiting

Queue hours and holds, custom fields and custom buttons

Categories: Waitlist

Online Booking

Customers book, modify or cancel appointments online

Staff book in person or by phone through the Central Booking Hub

Categories: Waitlist

Customer Database

Customer data import from external data sources

Customer notes and service history on profiles

Categories: Waitlist

Reservations Management

Appointment booking synchronized with the walk-in queue

Booked customers prioritized over walk-ins

More details & conditions: Reservations Management

Customers can reserve their place in line and return when ready

Categories: Waitlist

Waitlist Status Tracking

SMS and email updates on wait time and position in line

Waitlist displays on a smart TV or tablet

More details & conditions: Waitlist Status Tracking

Queue hold lets customers pause until ready

Categories: Waitlist

Public Waitlist

Customers join a virtual queue by QR code, website link or kiosk

Service locator map embeds real-time availability and wait times on your website

More details & conditions: Public Waitlist

Callback queue for visitors who join online

Categories: Waitlist

SMS Messaging

Two-way texting from the queue screen

SMS notifications within the plan's monthly notification allowance

More details & conditions: SMS Messaging

SMS delivery via Twilio or Telnyx connections

Categories: Waitlist

Visitor Tracking

Real-time view of customers waiting, being served, served, no-shows and cancellations

Wait times, service times and peak waiting reporting by location

Categories: Visitor Management

Pre-Registration

Appointment booking with service-specific waivers and advance payments

Document upload ahead of the visit

Categories: Visitor Management

Self Check-In/Check-Out

Self check-in by QR code, website link or on-site kiosk

Kiosk on a customer-supplied tablet or WaitWell kiosk hardware

Categories: Visitor Management

Registration Management

Custom fields completed before joining the queue

Waivers, forms and document upload before or during a visit

More details & conditions: Registration Management

Customer ID validation through integrations

Categories: Visitor Management

Show all details (19)

Confirmations/Reminders

Confirmation texts and emails

Automated appointment reminders and wait-time updates by text or email

Categories: Appointment Scheduling

Online Booking

Customers book, modify or cancel appointments online from your website

Choice of in-person or virtual appointments

More details & conditions: Online Booking

Multi-location booking with per-location services and hours

Categories: Appointment Scheduling

Appointment Management

In-person, virtual, booked and walk-in appointments managed in one place

Virtual meeting links for Zoom, Google Meet and Microsoft Teams

More details & conditions: Appointment Management

Customers choose preferred staff via profile photos and bios

Categories: Appointment Scheduling

Client Database

Customer data import from external data sources

Customer profile notes and service history

Categories: Appointment Scheduling

Availability Management

Daily capacity for appointments and walk-ins per location

Service-specific appointment and staff availability and business hours

More details & conditions: Availability Management

Two-way Outlook and Google Calendar sync

Staff schedule changes update appointment slots in real time

Categories: Appointment Scheduling

Automated Scheduling

Appointment workflows with pre-visit waivers, documents and advance payments

Automated confirmation and reminder messages

More details & conditions: Automated Scheduling

Booked customers added to the queue automatically on arrival and prioritized over walk-ins

Categories: Appointment Scheduling

Client Management

Customer notes on profiles for future visits

Service history, staff notes, ratings and reviews in one place

More details & conditions: Client Management

Staff booking by phone or in person through the Central Booking Hub with role-based access

Categories: Appointment Scheduling

Workflow details

Rules
  • Name
    Daily capacity
    Scope
    Per location
    Description
    Set how many appointments and walk-ins each location offers per day
  • Name
    Service availability
    Description
    Appointment and staff availability and business hours configured per service and location
  • Name
    Queue hours
    Description
    Set the hours and days the queue is open or closed and allow queue holds

Categories: Waitlist · Appointment Scheduling

Booking
  • Name
    Appointment booking
    Description
    Customers book, modify or cancel; walk-ins integrate into the schedule while booked customers are prioritized
  • Name
    Central Booking Hub
    Description
    Staff book in-person or phone customers across locations with role-based access; listed on Enterprise and Campus plan cards

Categories: Visitor Management

Occupancy
  • Name
    Waiting room capacity
    Description
    Set waiting room capacity and notify customers when space is available inside (two-stage waiting)
  • Name
    Real-time dashboard
    Description
    Shows customers currently waiting, peak waiting, being served, no-shows and cancellations

Categories: Visitor Management

Pricing

Common pricing conditions

Applies to: Basic · Starter · Campus · Enterprise

Export included in the plan
Yes

Basic

Access in this plan

Human Availability
Timezone
MST
Weekdays
  • Mon
  • Tue
  • Wed
  • Thu
  • Fri
Opens local
07:00
Closes local
19:00
Human staffed
Yes
Response SLA
  • Clock
    Business time
    Target minutes
    1,440

Plan details & limits

Business Model
  • Subscription
Limits
  • Locations

    Unlimited

  • Notifications per month

    250

  • Virtual queues

    2

Starter

Access in this plan

Human Availability
Timezone
MST
Weekdays
  • Mon
  • Tue
  • Wed
  • Thu
  • Fri
Opens local
09:00
Closes local
17:00
Human staffed
Yes
Response SLA
  • Clock
    Business time
    Target minutes
    2,880

Plan details & limits

Business Model
  • Subscription
Limits
  • Locations

    1

  • Notifications per month

    100

  • Virtual queues

    1

Campus

Contact vendor

Contact vendor

Access in this plan

Response SLA
  • Clock
    Business time
    Target minutes
    240

Plan details & limits

Business Model
  • Subscription
Limits
  • Locations

    Unlimited

  • Virtual queues

    Unlimited

Enterprise

Contact vendor

Contact vendor

Access in this plan

Response SLA
  • Clock
    Business time
    Target minutes
    240

Plan details & limits

Business Model
  • Subscription
Limits
  • Locations

    Unlimited

  • Virtual queues

    Unlimited

Access & availability

API operations and access

Build custom queue-join and appointment front ends without the WaitWell interface (headless operations)

Integrate WaitWell with in-house tools through a RESTful API documented on OpenAPI

What you need
  • Paid plan

Technical details

API

API access conditions
  • API access and webhooks are listed on the Enterprise and Campus plan cards and FAQs; the comparison table also lists them for Starter and Basic.
Access
Public
Protocols
  • REST
Outbound webhooks
Yes

Deployment

Client Channels
  • Browser
  • Mobile app
  • API
Client OS
  • Platform
    iOS
  • Platform
    Android
Delivery Models
  • Cloud (SaaS)
Sandbox
Yes

Implementation

Delivery Mode
  • Vendor

Data

Export Formats
  • Excel workbook

AI

Input Modalities
  • Text
Output Modalities
  • Text
Use Cases
  • Knowledge question answering

Reliability

RPO Minutes
30
RTO Minutes
60

Customization

Supported Scopes
  • Branding
  • Fields
  • Roles
  • Templates

Security

Access Models
  • Role based
Assurances
  • Kind
    Attestation
    Standard
    SOC 2 Type II
  • Kind
    Self declaration
    Standard
    HIPAA
  • Kind
    Self declaration
    Standard
    NIST CSF 2.0 (aligned)
  • Kind
    Assessment
    Standard
    Annual third-party penetration testing
Residency Scope
  • Country
    Canada
    Provider
    AWS
  • Region
    US East
    Country
    United States
    Provider
    AWS
Retention Controls
Yes

Support

Channels
  • Email
  • Phone
  • Chat
  • Knowledge base
Included In Plan
Yes
Training Formats
  • Documentation

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