# Example: waiting lists

Waiting lists often include people who no longer need an appointment: they've recovered, been seen elsewhere or moved. Asking them directly by text, and reading the answers in the spreadsheet the list is kept in, is a quick way to find them and shorten the list.

[Video: https://www.youtube.com/watch?v=DdJFMuINGkU](https://www.youtube.com/watch?v=DdJFMuINGkU)

## The waiting list

Row 1 has the column headers. Each row below is a patient: first name, last name, mobile number and the department they're waiting for.

![A waiting list with first name, last name, mobile and department columns](/img/exssite/wl-sheet1.png)
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## Set up the send

Open ExcelSend from **Home** → **Send SMS**, then on the **Send New** tab:

1. Choose the mobile number column in **Mobile number field:**.
2. Under **Replies:**, choose **Allow replies**. Patients need to be able to answer.
3. Tick **Add 17 character opt-out link** if you want to offer an opt-out.
4. Leave **Send When:** on **Now**.
5. Tick **Add report fields to spreadsheet**. This is how the answers come back to the list.

## The message

> ^^firstName^^ ^^lastName^^, you are currently on a waiting list to see a ^^department^^ consultant. Would you like to remain on this waiting list? Please reply YES or NO to this message.

Each [merge field](/docs/sending/merge-fields/) matches a column header. You can [save the message](/docs/sending/write-your-message/) to reuse it for the next list.

## Preview and send

Click **Create Preview**. ExcelSend merges the message with each row, so you can check every message, the cost and the total before clicking **Send messages**.

Then wait. Allow 24 to 48 hours for most replies to come in.

## Read the replies

1. Open the same workbook, click a single cell and open ExcelSend.
2. On the **Reports** tab, click **Refresh**.

The report columns to the right of the list fill in for each patient:

![The waiting list with report columns showing delivery and replies](/img/exssite/wl-sheet2.png)
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See [Report columns](/docs/replies-and-reports/report-columns/) for what each column holds.

> [!WARNING]
> Several report columns contain Yes and No, such as `exs_wasMessageSent`. Only `exs_reply` holds the patient's answer.

## Shorten the list

1. Hide or delete the report columns you don't need.
2. Sort by `exs_reply`.
3. Review the NO replies and remove those patients from the list, following your department's validation process.

![The waiting list sorted by reply](/img/exssite/wl-sheet3.png)
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Patients who haven't replied can be followed up by phone, or sent a second message from a new copy of the sheet.

## Related

- [Example: appointment reminders](/docs/examples/appointment-reminders/)
- [Refresh reports](/docs/replies-and-reports/refresh-reports/)
- [Merge fields](/docs/sending/merge-fields/)

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Source: https://excelsend.com/docs/examples/waiting-lists/