New Dashboard: Using the Live Waitlist

The Live Waitlist feature allows your restaurant to manage walk-ins effectively, letting guests view their estimated wait time from their mobile device and receive an SMS alert when their table is ready.

An optional integration with Google is also available on request, which allows your clients to add themselves to the waitlist directly from the Join Waitlist button on your Google Business Profile.

Note: This feature can only be activated if your restaurant is using Table Inventory. For activation or to request the Google waitlist activation, please contact our support team at [e-mail].

Key Benefits

• Improve Host Stand Efficiency: Manage all walk-in guests from one simple, organized digital list.
• Enhance the Guest Experience: Guests can check their live wait time and position from their own phone, reducing "how long is the wait?" inquiries.
• Give Guests Freedom: SMS notifications allow guests to leave the immediate area, explore nearby, or wait comfortably in their car. They can return easily once their table is ready, reducing lobby congestion.
• Capture More Diners: An optional integration with Google allows guests to join your waitlist directly from Google Search and Maps.

Managing Your Waitlist

Your dashboard gives you direct access to add guests and manage your waiting list.

How to Add a Guest to the Waitlist

1. Click the + Waitlist button, located in the sidebar.
2. In the "Add to Waitlist" window, select the Party Size.
3. Optional: If your restaurant uses Experiences, you can select one (e.g., Table, Bar). 
4. In the Guest field, search for an existing guest or add a new guest.
5. Add any optional notes and reservation tags as needed.
6. The system will display an Estimated wait. You can override this if needed.
7. Click Save.

Viewing the "Waiting" Tab

The guest will be added to the Waiting tab (located in the sidebar next to Reservations). From this list, you can see the guest's Estimated wait time directly on their card.

To see a full breakdown, hover your mouse over the estimated time. A pop-up will appear showing:

• Remaining: The wait time remaining.
• Actual: How long the guest has been waiting so far.
• Total: The total quoted wait time given to the guest when they were added.

How Wait Time is Calculated

By default, the system automatically calculates the guest's estimated wait time. It does this by considering all tables available both online and internally on your floor plan.

Example: If your terrace tables are unavailable for online reservations but are available internally in your settings, the system will count them when calculating the wait time for a walk-in.

• To override the wait time: If you would like to give a different wait time to your clients than the estimated wait time calculated by the system, you can manually override it. In the "Add to Waitlist" window, click the edit icon next to the Estimated wait time to select a new value.
• To make tables unavailable: If you wish for a table to be excluded from the waitlist calculation, you must make the table unavailable internally (in red) in your table settings or block the table for the duration of the service. 

Guest Notifications

The Initial Confirmation SMS

Once the walk-in is created, your guest automatically receives an SMS confirming they have been added to the waitlist. This message includes a link to the web portal where they can see:

• Their name, party size, and the time they were added.
• The remaining wait time (updated in real-time).
• An option to leave the waitlist.

Notifying Guests Their Table is Ready

There are two primary ways to notify a guest that it is time to return:

Manual Quick Action

From the Waiting tab, click the blue chat bubble ("Send Table Ready Notification") on the guest's card. Once sent, the icon changes to a green checkmark for visual confirmation. You can view the contents of the sent SMS by opening the main chat window for the reservation.

Automated Trigger (Status-Based) 

If you have Table Ready SMS Automation enabled, the notification is triggered automatically when the status changes:

• Via Dashboard: When you manually mark the reservation as Completed.

• Via POS Integration: When the table is cleared on your POS system, it syncs with Libro to mark the guest as Completed, instantly firing the notification.

Regional Exception: Restaurants in the Caribbean

For restaurants in the Caribbean, the Live Waitlist system communicates with guests exclusively through email.

• Guests receive an email confirmation with their wait time and a link to the web portal.
• The final "your table is ready" notification is also sent via email.

Customization & Optional Features

Add a Custom Message to the Web Portal

You can add a personalized message to the guest's web portal (e.g., "Please have your ID ready," "Wait by the front entrance").

1. Access your Libro Back Office.
2. From My Restaurants, click on Settings.
3. Go to the Messages option.
4. Under the section 'Messages inside Live Waitlist Web Portal', click Add a message.

Google Integration ("Join Waitlist")

This optional feature connects your Libro Live Waitlist directly to your restaurant's "Reserve with Google". It adds a "Join Waitlist" button that is visible to any customer who finds you on Google Search or Google Maps.

Key Benefits:

• Capture More Guests: Secure diners who are actively searching in your area right now.
• Reduce Phone Calls: Frees up your host staff from answering "how long is the wait?" calls.
• Streamlined Operations: All guests, whether from Google or in-person, are funneled into your single, organized waitlist.

How It Works for the Guest:

1. A guest finds your restaurant on Google Search or Maps.
2. They see the "Join Waitlist" button, along with the current estimated wait time (this data is pulled live from your Libro system).
3. The guest selects their party size and enters their contact details (Name and Phone Number) directly into the Google interface.
4. They tap "Confirm" and are officially added to your list.

How It Works for Your Staff:

• Seamless Integration: The guest from Google appears in your "Waiting" tab automatically, just like any other walk-in.
• Standard Workflow: Libro immediately sends the guest your standard confirmation SMS, including the link to the Live Waitlist web portal.
• No New Process: You manage them (e.g., send the "Table Ready" notification, track their status) in exactly the same way you manage all other guests on the waitlist.

How to Activate: To request the Google waitlist integration, please contact our support team at [e-mail].