WaitWell
waitwellsoftware.com
Buyer notes
What to know about WaitWell
WaitWell is a browser-accessible SaaS platform focused on queue and appointment management for service-oriented organisations. It combines virtual queuing (QR, web, kiosk), appointment booking, virtual meetings (Zoom/Google Meet/Teams), payments and document workflows with real-time analytics. The product is offered in clear Starter and Basic tiers priced per location, with Enterprise/Campus plans providing integrations, SSO, API/webhooks, dedicated support and SLAs. Implementation options range from quick, white-glove setups to a six-stage consultative onboarding for large deployments, and optional kiosk hardware is supported. The site emphasises multi-location administration, AI wait time estimation (Waillo) and a reporting stack suited to operational optimisation.
- Best for
- Best-fit buyer: multi-location service organisations (health clinics, government counters, higher education service centres, retail/service hubs) that need integrated queuing, appointments and virtual service —
- Known strength
- Combined queuing and appointment scheduling in one platform with AI wait-time estimates and integrated virtual meetings —
- Review coverage
- 4.73/5 · 297 reviews
Strengths
- Combined queuing and appointment scheduling in one platform with AI wait-time estimates and integrated virtual meetings —
- Clear per-location starter and basic pricing plus enterprise options with integrations, SSO and SLAs —
- Robust reporting (35+ reports), multi-location analytics and same-day exports to inform operational decisions —
Fit considerations
- Some specialised capabilities (custom integrations, SSO, sandbox, SLA) are gated to Enterprise/Campus plans and require sales engagement —
Questions to ask
- Which plan structure best matches your number of locations, visitor volume, and rollout timeline?
- Which privacy, compliance, and record-retention requirements matter most for your organisation?
- How well does WaitWell match your busiest visitor, contractor, or reception workflow?
- Which locations, teams, and visitor types should be included in the first rollout?
- What reporting, notifications, and emergency workflows matter most for your sites?
Implementation notes
- Starter/Basic plans are positioned for faster, low-touch deployment; Enterprise/Campus include a six-stage consultative implementation and sandbox for testing —,
- Kiosk hardware is optional; organisations can bring their own tablet or purchase devices via WaitWell —,
Overview
WaitWell is a cloud-based queue, appointment and virtual-service platform for multi-location service organisations. It replaces physical lines with virtual queues, supports booked and walk-in appointments, AI-estimated wait times, payments, document upload/waivers, two-way messaging and real-time dashboards for operational reporting.
Plans range from Starter and Basic tiers to custom Enterprise/Campus packages with integrations and premium support options (per WaitWell pricing). )
Best for
- Busy service locations needing queue and appointment management (reception desks, help desks, customer service counters) —
Target industries
Key capabilities
Appointment booking & management
Self-serve booking, sync of booked and walk-in appointments, calendar integration and automated reminders.
Visitor journey
Virtual queues (QR, website link, kiosk), AI-estimated wait times, two-stage waiting and callback options to let visitors join and wait remotely.
Payments & no-show reduction
Supports pre-authorisation or upfront payments tied to visits to reduce no-shows and speed service.
Virtual service
Integrated virtual meetings with unique, secure meeting links for Zoom, Google Meet and Microsoft Teams.
Integrations & API
Out-of-the-box integrations plus webhooks and an open API for CRM, calendar, ERP and virtual meeting platforms.
Analytics & reporting
Real-time dashboards, 35+ templated reports, same-day exports and multi-location analytics (including Waillo AI Insights on higher tiers).
Two-way communication
Unlimited two-way messaging via web, email and SMS with templated communications and in-queue messaging.
Pricing
Public Starter and Basic tiers list per-location monthly pricing; Enterprise and Campus are custom-priced with fixed-pricing and volume/term discounts.
| Plan | Price | Billing | Includes |
|---|---|---|---|
| StarterEntry plan for single-location operations; includes 1 virtual queue, 100 notifications/month, basic reports and starter support. | $29 | month · per location | 1 location with unlimited staff accounts —, 100 notifications per month — |
| BasicAdds multi-location support, a second virtual queue, 250 notifications/month, advanced reports and expanded support channels. | $55 | month · per location | Unlimited locations and staff accounts —, 250 notifications per month — |
| EnterpriseCustom-priced plan for large organisations with unlimited queues, custom SMS allowance, integrations, SSO, API/webhooks, Waillo AI Insights, premium support and SLA. | custom | Plan details | Unlimited queues and custom SMS allowance —, Includes integrations, SSO, API access, Waillo AI Insights and premium support — |
| CampusTailored for campuses and large multi-department organisations; mirrors Enterprise feature set with campus-specific billing and admin capabilities. | custom | Plan details | Designed for campuses with complex, multi-department needs —, Includes multi-location analytics, central booking hub and invoicing by department — |
Comparison data
Published signals used in the Recommended ranking.
- Pricing approach
- Fixed tiers
- Deployment complexity
- Guided setup
- Hardware requirement
- Optional kiosk
Review sources
- Capterra4.8/5100 reviews
- GetApp4.8/5100 reviews
- SourceForge4.7/5197 reviews
Deployment & integrations
- Cloud-based SaaS accessible through a browser (cloud deployment and automatic updates) —,
- Zoom (virtual meetings) —,
- Google Meet (virtual meetings) —
- Microsoft Teams (virtual meetings) —
- Calendar integrations (Outlook / Google Calendar) —,
Security, compliance & support
- Service Level Agreement (SLA) available on Enterprise/Campus —
- Single Sign-On & Multi-Factor Authentication (SAML support) —,
- Redundancy, performance monitoring, backup & recovery and audit logging —,
- Data residency: servers located across North America (data residency signal) —
- Governance frameworks referenced: NIST, SOC, HIPAA and GDPR (governance signal) —,