Sometimes a visitor needs to be taken out of the queue — most often because a staff member forgot to finish serving them the night before and they are still in In Progress. A store manager can remove a visitor from any of the 3 views in a few seconds.

Before you begin

  • A Retail Admin sign-in with the Store_Manager role for your store.

Steps

  1. In the left navigation of Retail Admin, select QUEUEING & APPTS.
  2. Select the view the visitor is in: Waiting, In Progress or On Hold.
  3. On the visitor's card, open the options menu (3 dots).
  4. Select Remove from Queue.
  5. When asked to confirm, select OK.
Removal is immediate and cannot be undone. The visitor receives no SMS; if they are still in the store, add them again with Add a visitor to the queue manually.

Verify it worked

The visitor's card disappears from the view. The record remains in View queue and appointment history with its final Status.

Next step

Handle visitors with special requests (language or business customers)