Please note that the Next Generation Events feature is only available to organizations with Neon CRM Impact or Empower packages AND Neon Pay as the payment processor.
Contact us at clientaccountspecialist@neonone.com to discuss your current package and/or switching to Neon Pay.
Learn how to utilize the events waitlist feature in this step-by-step guide. This help guide will cover how to enable, utilize, and manage event waitlists and waitlist notifications in Neon CRM.
Recommended Reading Before You Start
Content
Enabling the Waitlist - Notify Me Feature
Adding Constituents to a Waitlist
When are Email Notifications Sent?
The Notify Me feature of the Waitlist module introduces a fully integrated, set-it-and-forget-it functionality to allow would-be ticket buyers to be notified if tickets to a previously sold out event occurrence become available again at a later date.
When enabled, if a constituent attempts to purchase tickets for a sold out event, the system will automatically prompt constituents to add their name to a waitlist. If tickets once again become available for that event occurrence (i.e., after a ticket refund/release), an email is sent to all constituents on the waitlist informing them of the ticket availability. The tickets are then available for purchase on a first come, first served basis.
Instructions
Enabling the Waitlist - Notify Me Feature
Note: The waitlist Notify Me feature is found under an event's Advanced Settings after the event has been created. This feature is not visible or available in the creation wizard during the event creation process.
After you have created your event, to access and enable the waitlist Notify Me feature:
1. Select Events in the navigation menu and select Events on the drop-down menu.
2. Select your event on the Events page.
3. Select Waitlist under the Advanced Settings section in the left menu.
4. Select the Notify Me option on the Waitlist page.
The Notify Me Details form will appear.
5. Complete the Notify Me Details form per the image and table below.
| Do you want to limit your waitlist's capacity? | Select whether you wish to limit the waitlist's capacity. If so, enter the maximum amount of spots you wish to allow on a waitlist per occurrence in the Waitlist Capacity field. (Be mindful to choose a reasonable amount to strike a balance between getting open seats filled quickly without raising false hopes for constituents.) |
| Required Constituent Information to Collect | The First Name, Last Name, and Email Address are required. |
| Constituent Communication | Edit the Confirmation Response field, as needed, to configure the message that appears in the pop-up after a constituent joins the waitlist (maximum of 500 characters). |
6. Select Save Changes.
Adding constituents to a waitlist
When an event occurrence has sold out, the Notify Me feature (if enabled as detailed above) will automatically activate. There are two ways constituents may be added to a waitlist once an occurrence is sold out: 1) on public pages, the system will prompt ticket buyers to join the waitlist when they select a sold-out occurrence, and 2) administrators can manually add individuals to the waitlist through the Sales & Check-In pages in Neon CRM. Both of these processes are explained below.
Joining a Waitlist via Public Pages (Constituents add themselves to the waitlist)
A constituent may join a waitlist for a sold out event occurrence on the event's public pages by selecting the Join Waitlist button. Depending on the number of occurrences for an event, the Join Waitlist button will be located in different locations, as follows:
- If the event has only one occurrence, constituents will see the Join Waitlist button on the event's main detail page. To join the waitlist, they must:
1. Select the Join Waitlist button.
2. Complete the Join Waitlist pop-up form and select Confirm.
- If the event has multiple occurrences, constituents will see the Select Date button on the event's main detail page. They will need to first navigate to their preferred occurrence to see the Join Waitlist button. To join the waitlist, they must:
1. Select the Select Date button.
2. Select their desired occurrence.
3. Select the Join Waitlist button.
4. Complete the Join Waitlist pop-up form and select Confirm.
For both methods described above, a pop-up will appear confirming their action. (The message set in the confirmation message is the message entered in the Notify Me Confirmation Response field of the Notify Me Details form described in the first section in this article.)
Upon joining the waitlist, a confirmation email will be sent to the constituent, including a link for them to opt out if they choose to do so.
Joining a Waitlist via the CRM Sales & Check-in Pages (System admins add constituents to the waitlist)
To manually add a constituent to a waitlist as a system admin:
1. Select Events in the navigation menu and select Sales & Check-In on the drop-down menu.
2. Select the applicable event on the All Events tab (or on the Today's Events tab, if applicable) on the Tickets page.
3. Select the applicable occurrence (even if there is only one occurrence, you must select it).
4. Select the Waitlist tab.
5. Select Add to Waitlist.
The Add to Waitlist pop-up will appear.
6. Complete the required information for the constituent.
7. Select Confirm.
A popup will appear confirming your action.
8. Select Done.
Upon joining the waitlist, a confirmation email will be sent to the constituent, including a link for them to opt out if they choose to do so.
Managing a Waitlist
As an admin, you can access and manage a waitlist as follows:
1. Select Events in the navigation menu and select Sales & Check-In on the drop-down menu.
2. Select the applicable event on the All Events tab (or in the Today's Events tab, if applicable) on the Tickets page.
3. Select the applicable occurrence (even if there is only one occurrence, you must select it).
4. Select the Waitlist tab.
You can now view all constituents on the waitlist for the selected event occurrence (per the image below).
In this list, you may complete any of the following actions per the image and table below:
| A | Search for constituents by name or email |
| B | Add a constituent to the waitlist (by selecting the Add to Waitlist button) |
| C |
Main action menu (select the three dots next to the Add to Waitlist button). On this menu, you may:
|
| D | Click on a name to access the constituent's account |
| E |
Individual action menu (select the three dots next to a constituent's name). On this menu, you may:
|
When are email notifications sent?
An email notifying constituents that tickets are once again available for a particular event occurrence for which they are on the waitlist is sent automatically when an action results in releasing tickets (i.e. a refund/ticket release is processed for an event occurrence) or when more tickets are made available when new seats are added (i.e., a system admin increases the capacity of an event to make more tickets available).
To avoid spamming constituents, certain email maximums have been set in place. Using the manual email send can override these maximums but please use these maximums carefully to avoid being flagged as spam email for your constituents:
- an email can only be sent once every 4 hours, and
- only 2 emails can be sent per day.
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