When a visitor who is in the queue interacts with the store — scanning a display's QR code, talking to the chatbot — the platform surfaces that interaction to staff. You see a summary in the Waiting view and more detail on the visitor's details page once you pick them up, so you can start the conversation where the visitor left off.

Before you begin

See the most recent interaction while they wait

  1. In the left navigation of Retail Admin, select QUEUEING & APPTS.
  2. In the Waiting view, read the interaction line on the visitor's card. It shows the display name — which tells you roughly where they are in the store — and their most recent interaction, for example Branch Entrance > BUILD NEW HOME.

See the full picture after pick-up

  1. On the visitor's card, select Pick up.
  2. On the visitor's details page, review the customer summary. Out of the box it includes the visitor's device type; your organisation can add CRM, customer data platform or decisioning data to this summary through the Visitor API.
Once the mobile site is embedded in your organisation's mobile app, every customer attribute the app can access can be surfaced here — see Use customer and decisioning data to personalise the store visit and Connect your mobile app or third-party system to the Visitor API.

Verify it worked

A visitor who scanned a display before joining shows that display and interaction on their card in the Waiting view, and the details page after pick-up shows at least their device type.

Next step

View queue and appointment history