---
title: "Use the waiting list"
description: "Note down who's waiting for a time for a service, call them when one opens up and book them from the list."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use the waiting list

Use the waiting list when a patient needs a service and there's no time that suits them. You note them down with what they need and when they can come, and as soon as a time opens up you call them and book them. Urgent ones go first.

## Before you start

- Your organization must use the waiting list. If you don't see **Lista de espera** (waiting list) in the menu, someone with **Administración** can turn it on in **Configuración** › **Institución y funciones**.
- Every role sees the list. To add people and change their status you need **Recepción**, **Profesional** or **Administración**.

## Add someone to the list

1. In the menu, click **Lista de espera**.

2. Click **Agregar a la lista de espera** (add to the waiting list).

3. In **Nombre del paciente** (patient's name), search for the patient by name and pick them. If it's someone new, type their name and, if you have them, their **Documento** and **Teléfono**.

4. In **Servicio**, pick what they need. If they want a particular professional, pick them in **Profesional (opcional)**; if not, leave it on **Cualquiera que lo ofrezca** (anyone who offers it).

5. If it matters, write when they can come: **Desde (opcional)** (from), **Hasta (opcional)** (until) and **Horario que prefiere (opcional)** (preferred times), for example «Martes y jueves en la mañana» (Tuesday and Thursday mornings).

6. If it's urgent, turn on **Urgente**: it goes first in the list. Add a **Nota (opcional)** (note) if needed.

7. Click **Agregar a la lista** (add to the list).

## What you see when you're done

The person shows under **En espera** (waiting) with the service, the professional, when they'd like to come and who added them. The number beside **En espera** says how many people are waiting.

## Book someone from the list

1. When a time opens up, find who needs it in the list. Urgent ones are at the top.

2. Call them: in **⋯**, choose **Llamar** (call). Once you've spoken to them or left a message, choose **Marcar contactado** (mark as contacted) in the same menu.

3. Click **Agendar** (book) on their row. **Agendar** opens with their service, their professional and the date they can come from already filled in.

4. Pick the slot, check their details and click **Confirmar cita** (see [Book an appointment](/en/agenda/book-an-appointment/)).

When the appointment is saved, the person leaves the waiting list and shows as **Cita agendada** (appointment booked), with **Ver su cita** (see their appointment).

## The list's statuses

| Status | What it means | How it gets there |
| --- | --- | --- |
| **En espera** (waiting) | Waiting for a time. | When added, or with **Volver a en espera** (back to waiting). |
| **Contactado** (contacted) | You've called or messaged them. | **Marcar contactado** |
| **Cita agendada** (appointment booked) | They have an appointment. | When booked from the list, or with **Marcar cita agendada**. |
| **Quitado de la lista** (removed) | No longer waiting. | **Quitar de la lista** (remove from the list) |
| **Vencida** (expired) | No longer current. | — |

Those with an appointment or removed are kept at the bottom, under **Cerradas** (closed).

## People added by the WhatsApp assistant

If your organization has an Arbol WhatsApp assistant, it can add patients to the list: they say **Agregado por el asistente de WhatsApp** (added by the WhatsApp assistant) and have **Ver en contactabilidad** to read the conversation. While there are people the assistant added that nobody has picked up, the menu shows how many beside **Lista de espera**.

Some say why they're waiting:

- **Coordinar con el médico** (coordinate with the doctor): their payer is set so that only the team books. Talk to the professional and book them yourself.
- **Cita prioritaria** (priority appointment): they already have an appointment but asked for an earlier one.

## Priority

The **Prioritarias** (priority) tab brings two lists together:

- **Citas prioritarias** (priority appointments): patients who already have an appointment, marked **Urgente** when booked or with **Marcar como prioritaria**. Click **Adelantar** (bring forward) to look for an earlier time and move it. Under **⋯** are **Ver en la agenda** (see on the agenda) and **Quitar prioridad** (remove priority).
- **En espera con prioridad** (waiting with priority): people waiting who are marked **Urgente**. Call them first.

## Common problems

**You don't see the Agendar button on a row.** The person has no registered patient, already has an appointment or was removed from the list, or your role is **Consulta**. Book them from **Agendar** and then choose **Marcar cita agendada** on their row.

**It says «Alguien cambió esta entrada; ya ves la lista al día» (someone changed this entry; the list is now up to date).** Someone else changed it at the same time. Check its status and make your change again if needed.

**It says «La fecha final no puede ir antes de la inicial» (the end date can't be before the start date).** Check **Desde** and **Hasta**.

Source: https://docs.getarbol.com/en/agenda/waitlist/index.mdx