What’s new at WaitWell – February 2026

Big updates are here. Waillo is live, new platform enhancements are rolling out, and we have been connecting with service leaders across industries. Here is everything you need to know.

Waillo

At the end of January, we introduced Waillo, our new AI functionality built directly into WaitWell. Waillo is designed specifically for service queuing and appointments, helping customers get to the right place faster while giving your team clearer answers and better visibility into day-to-day operations. It enhances the platform you already use with smarter routing and actionable insights in a way that feels seamless and easy to adopt.

We recently hosted a live webinar exploring Waillo in depth, including how it works and the impact it can have on service operations. If you missed it, you can watch the full recording here.

Waillo Chat

Waillo Chat helps visitors get to the right service faster by understanding questions in plain language. Customers can join a line, book an appointment, or get answers from your knowledge documents without needing staff assistance. This reduces front desk pressure and shortens the time it takes for customers to move forward with confidence.

Waillo Insights

Waillo Insights allows you to ask operational questions such as where service breaks down or which hours need more staff. Instead of pulling multiple reports and piecing data together, you get clear answers directly from your WaitWell data in seconds. Waillo Insights helps you understand what is happening across locations, spot trends, and make informed staffing or process decisions without digging through dashboards.

New custom roles and permissions

You now have more control over what each staff role can access in WaitWell. With more than 60 individual permissions available, you can create custom roles that reflect real job responsibilities and adjust default roles to better match how your teams work.

For organizations with multiple locations, staff can be assigned different roles at different sites for more precise access control. Existing permission settings were carried over during the transition. If you previously had different Agent permissions by location, you may now see multiple Agent roles created automatically to reflect those differences.

Summon feature

The Summon feature improves how service time is measured. When a customer is called to the desk, a timer starts. Once service begins, that waiting time is removed from the total service time so reports reflect the actual time spent helping customers.

You can also choose what happens when the summon timer runs out, such as prompting staff to take the next step.

Managing language translations

We have made it easier to manage translations for your custom phrases, service type names, queue names, and descriptions. This new feature is available under the Location Settings tab.

You can select any item to edit translations manually or use AI-powered translation to generate them automatically. This gives you more flexibility to keep language consistent across locations while saving time on updates.

On the road

Beyond product updates, we spent time connecting with teams across government, healthcare, and higher education. Hearing directly from the people managing busy counters, intake desks, and student services helps us better understand how WaitWell can reduce pressure and improve service experiences.

At SASFAA, we spoke with financial aid teams about the real pressures they are facing, including seasonal volume spikes, complex student questions, and limited visibility into service data and performance trends. These conversations continue to shape how we think about improving WaitWell for higher education teams balancing accessibility, compliance, and meaningful reporting.

At the CDCAT Winter Conference, we connected with county and district clerks from across Texas. We heard firsthand about long lobby lines during peak hours, no-shows that disrupt schedules, and the ongoing challenge of balancing walk-ins with booked appointments. Conversations like these help guide how we keep improving WaitWell for public sector teams.

We also participated in the HCAP Reverse Expo. Even though it was virtual, we had meaningful conversations with healthcare leaders about patient intake bottlenecks, long waiting room times, and the impact of no-shows on clinic flow. Hearing these challenges helps us continue refining WaitWell for healthcare environments.

In the media

It has also been a busy few months outside the platform.

WaitWell was ranked number 33 on G2’s Top 40 Office Management Software Products list out of more than 950 products in the category. This recognition is based on customer reviews and satisfaction data, and we are grateful to everyone who has shared their feedback.

Covenant Health partnership

Covenant Health recently highlighted its partnership with WaitWell and the work done together to modernize patient flow, reduce lobby congestion, and create a more predictable check-in experience.

Revolutionizing the patient experience podcast

Shannon Vander Meulen, CMO and Co-Founder of WaitWell, joined Jordan Vollrath on the Leaders in Healthcare podcast to discuss how WaitWell is reshaping how patients experience waiting. The conversation focused on reducing stress, improving visibility into wait times, and making healthcare visits more predictable.

Death of the waiting room podcast

Shannon also appeared on the SMB Community Podcast in an episode titled Death of the Waiting Room: Is AI Finally Killing the Lineup? The discussion explored ethical AI, customer-centric service design, and how modern queue management is redefining expectations around in-person service delivery across North America.

Everything we shared here is built with one goal in mind: making service flow better for your team and the people you serve. We are excited about what this unlocks and even more excited about what comes next.

Until next time, The WaitWell team 💙