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Learn how to utilize the events Priority Listing waitlist feature in this step-by-step guide. This help guide will cover how to enable and manage event Priority Listing waitlists in Neon CRM.
Recommended Reading Before You Start
Content
Enabling the Waitlist - Priority Listing Feature
Adding Constituents to a Priority Listing Waitlist
Managing a Priority Listing Waitlist
Selling Tickets to a Constituent on a Priority Listing Waitlist
The Priority Listing feature of the Waitlist module introduces advanced waitlist functionality to allow would-be ticket buyers to be contacted by your organization in a priority ordering if tickets to a previously sold out occurrence become available again at a later date.
When enabled, the system places constituents on an event's waitlist in the order in which waitlist requests are received. This ensures constituents who are first to request a spot on a waitlist are the first constituents who have the opportunity to purchase tickets if they become available. This feature does allow you, as the system administrator, to manually adjust the priority order of constituents on a waitlist, if needed. As tickets become available, they are put on hold so your organization can then contact waitlisted constituents in a waitlist's order of priority, ensuring tighter controls on who can purchase released tickets.
Instructions
Enabling the Waitlist - Priority Listing Feature
Note: The Priority Listing waitlist feature is accessible 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 Priority Listing waitlist 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 Priority Listing option on the Waitlist page.
The Priority Listing Details form will appear.
5. Complete the Priority Listing Details form per the image and table below.
| Waitlist Capacity | Enter the maximum amount of constituents you wish to allow on a waitlist per occurrence. (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 | Choose the constituent information you wish to collect so you can easily contact a constituent and sell released tickets as they become available. The First Name, Last Name, and Email Address are required and cannot be removed. The Phone Number checkbox is selected by default, but you may uncheck it, if needed. The Ask if accessible seating is required selection is optional. |
| 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 Priority Listing Waitlist
When an event occurrence has sold out, there are two ways constituents may be added to a waitlist: 1) on public pages, the system will prompt ticket buyers to join the waitlist when they select a sold-out occurrence, and 2) system administrators can manually add constituents to a 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 a 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 of 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, after a constituent joins a waitlist, a pop-up will appear confirming their action. (The message set in the confirmation message is the message entered in the Confirmation Response field of the Priority Listing 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 (A system administrator adds a constituent to a waitlist)
To manually add a constituent to a waitlist as a system administrator:
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 pop-up 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 Priority Listing Waitlist
As a system administrator, 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 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.
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 (the three dot action menu 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 dot action menu next to a constituent's name). On this menu, you may:
|
Selling Tickets to a Constituent on a Priority Listing Waitlist
When the Priority Listing waitlist is enabled, once a previously-sold ticket is released and ready to be sold, the system will immediately put that ticket on hold. Someone from your organization can then contact the next constituent on the Priority Listing waitlist to ask if they would like to purchase the ticket. If the constituent wishes to purchase the ticket (or tickets, as applicable):
1. Select Events in the navigation menu and then 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 the three dot action menu next to the constituent's name to whom you wish to sell the ticket(s) and select Sell Tickets.
From this point on, follow the procedure as outlined in the following article: Selling Tickets on Hold for an Event. (If your waitlisted event is a general admission seating event, begin on Step 5 in the guide under Selling Tickets on Hold for General Admission Seating and Online Events. If your waitlisted event is an assigned seating event, begin on Step 4 in the guide under Selling Tickets on Hold for Assigned Seating Events.)
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