> For the complete documentation index, see [llms.txt](https://help.peoplevine.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.peoplevine.com/products/control-panel-overview/events-engine-overview/manage-waitlist.md). # How to Set Up and Manage a Waitlist A waitlist captures members who want to attend a sold-out event so you can reach out when tickets free up. On Member Portal 3.0, a sold-out event with a configured waitlist shows a **Join Waitlist** button on the event card instead of a static *Sold Out* state — so members can self-serve their interest the moment capacity is reached. ### Before you begin (Prerequisites) * **Permissions**: Administrator, Supervisor, Manager, Support, or Account Rep. See: [How to Manage Users and Permissions](/products/control-panel-overview/admin-overview/manage-roles-permissions.md). * **Event Setup**: The event must already exist. See: [How to Set Up an Event](/products/control-panel-overview/events-engine-overview/create-event.md). * **Form**: A waitlist form. You can reuse a generic waitlist form across events or create a new one per event for cleaner segmentation. See: [How to Create a Form](/products/control-panel-overview/forms-overview/create-form.md). ### How the waitlist works on the portal | Event state | What members see on MP3.0 | | --------------------------------- | ------------------------------------------ | | Tickets available | Standard *Buy Tickets* / *Register* CTA | | Sold out, **waitlist configured** | **Join Waitlist** button on the event card | | Sold out, no waitlist configured | *Sold Out* — no member action | When members click **Join Waitlist**, they're taken to the form you've assigned. The form captures their interest; responses live with the form in the Control Panel. When tickets become available (someone cancels, or you increase capacity), you reach out to waitlist respondents — typically by exporting the form responses and sending a newsletter, or by promoting individuals manually. ### Set up a waitlist #### 1. Create the waitlist form 1. Navigate to [**ENGAGE > Survey & Forms > Manage Forms**](https://control.peoplevine.com/surveys). > **Note (Pro Dash):** Navigate to **ENGAGE > Surveys & Forms > Manage Forms**. 2. Click **NEW FORM** (or copy an existing waitlist form template). 3. Add the questions you need from members — at minimum, name and email; optionally party size, dates of preferred attendance, or special requests. 4. Save the form. For full form setup, see: [How to Create a Form](/products/control-panel-overview/forms-overview/create-form.md). > **Note:** Use a **separate waitlist form per major event** so responses are easy to segment and you can email one event's waitlist without filtering across all waitlists. #### 2. Enable the waitlist on the event 1. Navigate to [**SELL > Manage Events**](https://control.peoplevine.com/events). > **Note (Pro Dash):** Navigate to **SELL > EVENTS > Manage Events**. 2. Click on the event to open its dashboard, then click **EDIT** to open the editor. 3. Scroll to the **Ticket and Waitlist Options** section. 4. Toggle ON **When tickets sell out, allow people to join a Waitlist**. 5. From the **Select a Form to Enable Waitlist:** dropdown that appears, pick the form you created in step 1. 6. Click **UPDATE EVENT** at the bottom of the editor. The portal now shows **Join Waitlist** on the event card once the event is sold out. ### Manage the waitlist when tickets free up When a ticket becomes available (cancellation or capacity increase), you have two main paths to fill the spot: #### Path A — Send a newsletter to everyone on the waitlist Best when you want a first-come-first-served race for the freed inventory. 1. Navigate to [**ENGAGE > Survey & Forms > Manage Forms**](https://control.peoplevine.com/surveys) and open the waitlist form for this event. 2. Click **EXPORT FORM RESPONSES**. 3. Use the export to build an **attribute group** — this creates the recipient segment for your newsletter. You cannot drop an email list directly into a newsletter; it must be an attribute group. 4. Send a newsletter announcing tickets are available and link to the event page. #### Path B — Promote individuals manually Best when you have a strict order or want to honour the original join order. 1. Open the waitlist form responses (sorted by submission date). 2. Reach out to the next person in order — by phone, email, or by registering them directly from the Control Panel via [How to Manage Event Registrations](/products/control-panel-overview/events-engine-overview/manage-registrations.md) (REGISTER PERSON flow). 3. Once they confirm, register them and process payment per your standard ticket flow. ### Update or remove the waitlist mid-event * **Update the waitlist form**: edit the form in [**ENGAGE > Survey & Forms > Manage Forms**](https://control.peoplevine.com/surveys). Changes apply to new submissions; existing responses are unchanged. * **Switch waitlist forms**: open the event editor and reassign the form. Existing responses remain on the old form. * **Disable the waitlist**: uncheck **When tickets sell out, allow people to join a Waitlist** in the event editor. The Join Waitlist button stops appearing on the portal; existing responses remain on the form for reference. ### Waitlist limitations The waitlist captures interest only. The platform does not: * Reserve a ticket for a waitlisted member when a slot opens. * Notify waitlisted members automatically — send a newsletter or trigger a campaign. * Promote a waitlist entry to a confirmed registration — staff register the next person and process payment manually. ### Best Practice * **One waitlist form per major event.** Generic shared forms make segmentation messy and increase the risk of emailing the wrong list. * **Keep the form short.** Name + email + party size is enough — additional questions slow down submission. * **Set a clear expectation in the form intro copy.** Tell members they'll be contacted *if and when* a ticket opens up, and that joining the waitlist isn't a guarantee of attendance. * **Process freed inventory quickly.** Reach out to waitlisted members as soon as a ticket opens; delays reduce conversion. ### What Happens Next * **On the member side**: A member on a sold-out event sees **Join Waitlist** and clicks through to the form. They submit and get a form-confirmation email. When you reach out with availability, they take the next step on their own (register via portal) or your team registers them in the Control Panel. * **On the admin side**: Form responses build up in [**ENGAGE > Survey & Forms > Manage Forms**](https://control.peoplevine.com/surveys); export at any time. * **Next step**: [How to Manage Event Registrations](/products/control-panel-overview/events-engine-overview/manage-registrations.md) · [How to Cancel and Refund a Member's Tickets](/products/control-panel-overview/events-engine-overview/cancel-refund-tickets.md) · [How to Set Up Event Emails](/products/control-panel-overview/events-engine-overview/setup-event-emails.md). *Last updated: 2026-05-24* --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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