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Notify your customers with personalized SMS and Email

One of the best things with using Waitwhile to manage your customer queue is that it lets your customers roam freely while they're waiting. When it's their turn, you'll simply send them a notification alerting them to head back!


Christoffer Klemming

Sat Oct 08 2016 • 3 min read

Notify your customers with personalized SMS and Email

Waitwhile supports powerful SMS and Email capabilities with personalized and automated ways to keep your customers informed. In this post we'll explain how you can take full advantage of this and make your customers smile!


Using SMS like a Pro

All your customers have their smartphone at hand and SMS is a perfect way to communicate with them. Waitwhile comes with 4 types of SMS you can use to keep your customers informed:

  1. Confirmation SMS: An initial text message is sent to the customer once added to your waitlist.
  2. Alert SMS: This can be used to manually notify a customer when it is their turn
  3. Automated Alert: This can be used to automatically notify a customer when it is soon their turn (e.g. when they are Xth in line or when X minutes are remaining)
  4. Custom SMS: You can send any custom free text SMS to a customer easily from within your waitlist.
How to customize your texts

All the above texts are fully customizable and you can change them any way you want under the SMS Settings page. Just edit the text field for each SMS and it will automatically save.

Even cooler, you can use “variable placeholders” to personalize them with any collected data field, like name, order in line or estimated wait. Just include {name} or any of the other 8 placeholders you have available.

SMS customization

2-way texting

Customers receiving your SMS texts can reply to to the SMS and their replies will show up in your waitlist instantly! This provides a convenient way to have 2-way SMS conversations without leaving the Waitwhile interface.

2-way SMS

What's more, if their reply contains certain hot-words, such as “cancel” or “delay” this will automatically update the customer status incl. taking them off your list. Easy for them, easy for you!

Email bonanza!

Think emails are more classy than SMS? We got you covered!

Under the new Email Settings page you can turn on Confirmation Email and an Alert email for your waitlist. Now if you add a customer with an email, these offer a great way to keep them informed through email instead - or together with - SMS!

You can edit both the subject line and the email body any way you want and include the same variable placeholders as above. Even better, you can style and format your email with links, images or headlines - using Markup. See how we've included our Waitwhile logo below by adding the following code in the edit panel:
![Image description](

Email customization

Really neat!

Make it yours

Both emails and SMS are great ways to make your Waitwhile experience really reflect your unique brand. So make sure to be creative and think of what your customers would expect to hear from you.

If you're on our Business Plan or Starter Plan you can even remove the Waitwhile branding to make it 100% feel like your business!

Hope this was helpful. As always, don't hesitate to let me know if you have any questions on!

Happy waitlisting!