GoLearn – Automated Waiting Lists Guide

Problem

Members want to join full classes or be notified when spaces become available. Staff need a way to manage waiting lists efficiently, automate member notifications, and allow online self-service for joining and managing waiting lists.

Resolution

1. Understanding Waiting Lists and Held Spaces

• Held Spaces: Temporarily holds a space in a class for a set period (default is 24 hours). If not taken, spaces are offered to those on waiting lists.
• Priority Waiting List: For existing members marked for movement into a full class.
• General Waiting List: For new or existing members who add themselves to a waiting list for a full class.

Note: Members offered a space remain in the "offering pool" until the space is taken or no longer available.

2. Managing Waiting Lists In-Centre

1. Go to the "Waiting Lists" section in GoLearn.
2. Choose the relevant course group and level.
3. Book a member onto the General or Priority waiting list for all sessions in one step, or:
   • Select a specific class and add a member to any waiting list type.
4. Optionally add an expiry date and additional notes during booking.
5. View members in the relevant waiting list, including:
   • Date/time added
   • Number of times offered a space
   • Last contacted
   • Expiry date (if set)
6. To move a member between waiting list types, repeat the booking process for the same class but select a different list type.
7. To view or edit a member’s waiting lists and held spaces, access their profile in GoLearn.
   • Edit expiry date or notes, or remove the member from the waiting list as needed.
   • To change list type, go to the waiting list for the specific class.

3. Managing Waiting Lists Online

Online Joining

• If "Enable a member to add themselves to a waiting list" is set to TRUE, members booking via online joining can select "Join waiting list" for full classes.
• New members start as "PENDING" members until they become full members by booking a class.
• Members can manage their waiting lists online and remove themselves if needed.
• When a space becomes available, they see an "Add to basket" option to book.

HomePortal Movements

• If "Enable a member to add themselves to a waiting list via a movement" is set to TRUE, moving members can add themselves to a waiting list for any full class.
• Moving members join the Priority waiting list.
• Members can "Move" into available spaces via HomePortal.
  • After a successful move, related waiting list notifications stop and the member is removed from all waiting lists for that course.
  • If a space has already been taken, members see an error message when trying to move; the "Move" button disappears after 15 minutes.

4. Setting Up Contact Triggers

• After being added to a waiting list: Sends an email when a member is added to a waiting list in-centre. Not sent if member self-joins online.
• After space becomes available on a class with a waiting list: Notifies waiting members when a space opens, allowing them to book or move into it.
  1. Go to Settings > Members > Contact Triggers > Add Trigger.
  2. Set "Centres, Courses, and Levels" and "Payment Plans" as required.
  3. Use the "Waitinglist List Type" condition to tailor messages.
  4. Set up contact actions for member and/or teacher notifications.
  5. Use message placeholders like class name, day, time, and HomePortal address for clarity.
• After being removed from a waiting list: Notifies when a member is removed from Priority or General waiting list (does not apply to Held spaces).

5. Setting User Permissions for Waiting Lists

• View the waiting list: Access the waiting list overview, filter lists, view/manage member-specific waiting lists.
• Add someone to the waiting list: Add members from the overview or individual class screens.
• Edit an existing waiting list entry: Edit notes or expiry dates for members on a waiting list.
• Delete a waiting list entry: Remove members from class or all waiting lists (with required permissions).

6. Waiting List Settings (Configurable by Support Request)

• The settings that control online waiting lists, HomePortal movements, notification batch sizes and timings, expiry and pending-member clean-up are changed by support request. When requesting changes, specify the field name and desired config option.
• Each setting, its default and its allowed values are listed in AWL Configs.

Notes

• Once offered, a member remains eligible to book a space until it is taken, even if offered to others later.
• Members can only change between waiting list types through class-specific waiting list management.
• All waiting list settings changes require support team involvement.
• Permissions must be set to allow staff to manage waiting lists as needed.
• Related: How to Hold a Space; Adding a Member to Multiple General Waiting Lists.

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