The Pending Action Queue is conveniently located at the top left corner of your Xola account, represented by 
icon. This queue serves as your central hub for important action notifications that require your attention, helping you stay on top of critical tasks without missing a beat.
Several types of notifications appear in this queue, including balance due alerts, pending purchases, and communications from your customers that need your prompt response. By consolidating these items in one place, the Pending Action Queue streamlines your workflow and ensures you never overlook anything important.
The queue refreshes automatically every 5 minutes, so any new updates or changes will appear quickly without the need for you to manually reload or refresh the page. This real-time updating helps you maintain timely responses and efficient management of your daily tasks.
User Access: Admin or Reservationist roles have access to filtering and taking action from the Pending Action Queue.
To grant access to users, click here.
What's covered in this article:
Types of Purchases in the Pending Action Queue
- Abandoned Reservation: If a customer begins the checkout process by entering reservation information on the Purchases Details page of your checkout window and reaches the Payment Details page but does not follow through with the purchase, this reservation will be considered "abandoned" after one hour of inactivity. From the Pending Action Queue, you can view these abandoned reservations and contact the customer.
- Balance Due Purchase: A purchase with an open balance will remain in the Pending Action Queue until the balance has been fully collected. Click on the purchase to access the purchase detail page, and click on Collect Balance to settle up.
- Refund Due: A purchase with a refund due will remain in the Pending Action Queue until the refund has been given to the customer or a booking value is decreased. Click on the purchase to access the purchase detail page, and click on Refund Excess Payment to refund.
- Invoice Due Purchase: Like balance due and deposit purchases, purchases with open invoices will remain in the Pending Action Queue until the rest of the balance has been fully collected. Click on the purchase to access the purchase details, and click on Collect Balance to settle up.
- Pending Confirmation: If purchases for certain products are on manual acceptance or the trip minimum hasn't yet been met, they will remain in the Pending Action Queue until they are accepted or declined. From the Pending Action Queue, click on the purchase to access the purchase detail page, and then accept or decline the purchase.
- No-Shows: When a customer is marked as a No-Show and has a balance due, they are immediately sent into the Pending Action Queue. The purchase will remain here until the balance has been collected or until the customer has been booked into another experience.
- Deposit Purchase: Like balance-due purchases, purchases with open deposits will remain in the Pending Action Queue until the rest of the balance has been fully collected. Click on the purchase to access the purchase details, and click on Collect Balance to settle up.
Communications
Unread Messages in the Pending Actions Queue are when a customer replies to any of the messages that are sent to them. If you click on the record, it will take you to the purchase to see the message, and you can respond to the customer from there.
Note: You must first send a message through Xola so the customer has the option to reply. You will not see any messages if the customer replies to an automated message (confirmation email, event reminder, etc). They must reply using the button shown in the message-specific email.
Unread Message notifications in the Pending Action Queue will only reflect the latest unread message per purchase. If a guest has sent you multiple messages, only the latest one will be reflected.
Filtering
You can filter your pending action queue to show you the information you would like. For example to take a look at all of the reservations that have a balance due, you could sort the Pending Actions Queue by Balance Due. If you need to see who has not paid their invoice, you can sort by Invoice Due.
