Queue Management
Virtual queueing set-up, staff tools, and managing store queues.
Set up queueing
1Enable virtual store queueing How-to guide
Turn on virtual store queueing in Platform Admin, add reason-for-visit categories, upload staff and enable queueing per store — about 15 minutes.
2Add reason-for-visit categories and sub-categories How-to guide
Define the reasons a visitor can choose when joining the queue, with a time to serve for each, plus optional sub-categories and visitor-type filters.
3Queue settings reference Reference
Every field on the Queue Settings tab in Platform Admin → Queueing / Appointments, with its default value and what it controls.
4Update the platform's SMS sender ID How-to guide
Replace the default ${BrandName} SMS sender with your own sender ID in Company Settings → Platform Set-up, and check AWS has approved it.
5SMS and email messages sent to visitors Reference
The 13 SMS and 7 email templates the platform sends to queue and appointment visitors, when each is sent, and how to turn one on or off.
6Set up a dedicated concierge display or kiosk How-to guide
Turn a display at the store entrance into a join-the-queue kiosk: a single-item mobile site template plus QR Control on that display — a few minutes.
Staff profile (Retail Admin)
7Update your staff profile How-to guide
Change the first name and last name shown to visitors and colleagues from the Profile page in Retail Admin — under a minute.
8Update your profile photo How-to guide
Replace the default initials avatar with a photo that visitors see on their phone when you pick them up from the queue.
9Manage your availability status How-to guide
Set yourself Available or Unavailable in Retail Admin so wait-time estimates stay accurate — and know when the platform changes your status for you.
10Update the languages you speak How-to guide
Add the languages you speak to your staff profile so managers can route visitors who need them to you via the On Hold queue.
Managing the queue
11Add a visitor to the queue manually How-to guide
Register a visitor in the store queue from the staff tablet when they cannot or do not want to scan a QR code — about 30 seconds.
12Let a visitor join the queue by scanning the QR code on the staff tablet How-to guide
Show the join-the-queue QR code on the staff tablet so the visitor registers from their own phone, using their stored contact details.
13Let a visitor join the queue by scanning a QR code on a display How-to guide
Add a join-the-queue option to the mobile site shown by QR Control on store displays, so visitors can join from anywhere in the store.
14Pick up a visitor from the queue How-to guide
Take the next visitor from the Waiting view, find them using the notes on their record, and start the visit so the timers and SMS fire.
15Place a visitor on hold How-to guide
Pause a visitor without losing their place — to hand them to a colleague with the right skills, or while they step out — and pick them up again from On Hold.
16Add additional information to a visitor in the queue How-to guide
Record context on a visitor's queue record so the next staff member knows what they need and the visitor does not have to repeat themselves.
17See which languages staff on shift speak How-to guide
Check the languages of an individual staff member, of everyone on shift, or of a store from HQ Admin, before routing a visitor who needs one.
18Copy a visitor's mobile number or email address How-to guide
Copy a picked-up visitor's mobile number or email address to the clipboard with one tap, to look them up in your CRM without retyping.
19View a visitor's recent interactions and profile data How-to guide
See where a queued visitor has been in the store and what they interacted with, plus any connected customer data, before and after you pick them up.
20View queue and appointment history How-to guide
Open the Queue History and Appointment History tables in Retail Admin to see who visited, why, who served them and how long they waited.
Store managers
21View store queueing stats and the staff status widget How-to guide
As a store manager, read the store-wide queueing stats, drill into an individual staff member's stats, and see who is available, serving or unavailable.
22Remove a visitor from the queue How-to guide
As a store manager, delete a visitor from the Waiting, In Progress or On Hold view — for example one left over from the day before.
23Handle visitors with special requests (language or business customers) How-to guide
As a store manager, move a waiting visitor straight to On Hold with a note or required language, so the right staff member picks them up.
24Retail Admin shows 'Lost Connection to Queueing Server!' FAQ
What the 'Lost Connection to Queueing Server!' banner in Retail Admin means and what to do about it.
