Waitlist and making up sessions

Why

A full online session doesn’t have to end at “no spots left”, and a cancelled session doesn’t have to get lost in Messenger. Both cases have their own list and their own flow to a booked time in Planote.

Waitlist — click path

When an online session is full (e.g. 1/1 seats), the parent sees a “Join waiting list” button on the booking page instead of an empty screen — they fill in contact and child details, and the lead lands in the system.

On the clinic side: Menu → Waitlist shows the lead (name, phone, email) — no spreadsheet. Once a seat opens up:

1. Create session — first a record is created from the lead’s details.
2. Pick a time and check the box to email the parent.
3. The lead’s status changes to “Session scheduled”.

Tutaj pojawi się film: Session full? The lead doesn't get lost — the waitlist in Planote

Nagranie w przygotowaniu — wraca w tym miejscu.

Making up sessions — click path

Making up sessions is a separate feature you need to turn on first: Settings → Finance tab → Enable makeup sessions. Also set the notice threshold (how many hours before the session a report still qualifies for a make-up — 0 means no threshold).

Once make-ups are enabled, a child lands on Admin → To make up in two ways:

• A parent reports an absence in the portal (see Parent portal) — with make-ups enabled, that’s not just a note in the history, it’s a make-up credit right away.
• Add manually — when a guardian reports an absence by phone instead of through the app, the admin adds the entry themselves: child, session, and a short reason. Same list, a second way in.

An entry has the status “to make up” and “no response” until you propose a time.

1. For each child on the list, pick a new time (date, time, therapist) — the status changes to “scheduled”. That’s the date that goes into the SMS.
2. Select the children and send an SMS with a link — the text includes the child’s name, the proposed time, and a question about attendance.
3. The parent clicks the link in the SMS and picks I’ll be there or I won’t be there — no call to the front desk.
4. The list updates with each parent’s reply; the SMS history shows the exact text that was sent (useful for “I never got the SMS” disputes).

Note

Order matters: propose the time first, only then send the SMS — a message with no specific date doesn’t mean anything to a parent.

Tutaj pojawi się film: The make-up list — from SMS to a new time

Nagranie w przygotowaniu — wraca w tym miejscu.

Tutaj pojawi się film: From an absence to a confirmed make-up — the app, a phone call, and SMS

Nagranie w przygotowaniu — wraca w tym miejscu.

Parent cancellation policy

In the same tab (Settings → Finance) you also set the terms under which a parent can cancel a session without financial consequences:

• Free cancellation window (hours before start) — how many hours before the session a report is free. 0 disables the threshold (every timely report is free).
• Late cancellation charge (%) — the percentage of the session price charged when a parent reports an absence after that threshold (100% = full price, 0% = always free).

It’s the same policy that decides whether a report still qualifies for a free make-up or not.

FAQ

Does a waitlist lead have to be handled right away? No — it stays on the list until a seat opens up and you click “Create session”.

What if a parent doesn’t reply to the make-up time SMS? The status stays “no response” on the list — you can call, or send another SMS with a different time.

Are the waitlist and the make-up list the same thing? No — the first covers new leads for full sessions, the second covers already-enrolled children whose session was cancelled.

Does every reported absence land on the To make up list? Only when the make-up feature is enabled in Settings. Without it, a report just becomes a regular note in the history, with no make-up credit.