What’s new at WaitWell – March 2026

👋 Hi WaitWell Community,

Big updates this month! We’ve rolled out new features to make WaitWell more customizable, easier to navigate, and better equipped to serve multilingual audiences. Plus smarter queue management and expanded ticket tracking. We’ve also been on the road connecting with service leaders across healthcare, government, and beyond. Here’s what’s new.

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Search settings

The new settings search functionality in WaitWell significantly enhances navigation and usability. Now, instead of browsing through multiple menus, you can simply type a keyword into the Settings search bar. Relevant options appear instantly, allowing you to locate the settings you need quickly. This feature not only saves time but also simplifies configuration, making it easier for users of all experience levels to customize WaitWell exactly the way they want.

Service locator map enhancements

We’ve made several updates to the Service Locator Map to improve usability and control. Visuals have been refreshed with larger buttons, and the location list can now be sorted by name instead of distance. The search function now supports both names and addresses.

The service filter has been moved into the advanced search area for a more intuitive experience when enabled. New customization options include setting the map’s font, choosing the position of the location list or search sidebar, and a new “Simple with wait time” marker that lets you control how wait time information is displayed.

Additionally, a recent update adds more granular control, allowing the map to be displayed at the queue or service-type level.

Queue page customization

The mini dashboard on the queue page, which previously displayed three different metrics can now be customized to show panels from nine different metrics. You may choose up to four items to display at once, and Organization Admins can set the default metric configuration for all users. This flexibility lets teams focus on the data that matters most to their operations.

Lobby enhancements

We’ve enhanced the lobby display to make it clearer and easier to use. A new option lets you add an icon to distinguish appointments from walk-ins, making different visitor types easier to spot at a glance. Another improvement keeps individuals on hold in their original position instead of moving them to the bottom without a number, so the queue display now more accurately reflects the actual order.

Kiosk multilingual start buttons

A new option has been added to the Kiosk local settings that allows you to display more than one start button in multiple languages. This enhancement makes it easier to support diverse audiences by giving users the ability to begin their journey in their preferred language right from the start screen.

Ticket Tags

The Ticket Tags feature makes organizing and tracking tickets effortless. Add tags manually using the ticket menu or form, or create custom buttons that apply one or more tags instantly. Automate tagging based on field values or waiver answers, such as marking urgent tickets or international patients. Tags can filter reports and ticket lists, and exports include all applied tags, giving your team clear insights at a glance.

On the road

This month, we participated in several key events, connecting with service professionals across healthcare and government and gaining insights into challenges facing different sectors.

The Florida County Clerks and Comptrollers Winter Conference is a major educational and networking event for clerks and comptrollers from across Florida.

At the Airports at Work annual conference, airport leaders and industry partners came together to share operational best practices and insights that improve airport services and enhance the passenger experience through effective collaboration and innovation.

The Addictions and Mental Health Ontario Annual Conference brought together service providers, policymakers and community leaders for two days of workshops and discussions focused on transforming mental health and addictions care, with a strong emphasis on equitable and compassionate approaches.

Next month

Next month you can catch the WaitWell team at two more major events. We will be at Health 2.0 in Las Vegas where innovators and healthcare leaders showcase new technology and solutions for improving health services and patient experience. We will also be at the Healthcare Administration Conference in Toronto where administrators and leaders in the healthcare space gather to learn and share best practices in operational excellence and service delivery.

Be sure to stop by and connect with us to talk about how WaitWell can support your organization.

In the media

WaitWell consistently ranks strongly in the G2 seasonal reports and this spring report is no different. In addition to our existing badges, WaitWell was recently awarded the Best Estimated ROI badge by G2. This award reflects the impact WaitWell has on organizations that use it to streamline service operations.

According to G2 reviewers, customers see a positive return on investment in just 5.4 months after implementing WaitWell compared with 13.6 months for other visitor management solutions. G2 also considers time to go live in its assessment of ROI and WaitWell customers reported an average of two weeks to go live, compared with 1.67 months for other solutions in the category.

Until next time, The WaitWell team 💙