# Queue Management > Virtual queueing set-up, staff tools, and managing store queues. Part of the [Personalisation Hub Help Centre](https://personalisationhub.com/support-centre/?format=md). ## Set up queueing - [Enable virtual store queueing](https://personalisationhub.com/support-centre/queue-management/enable-virtual-store-queueing/?format=md): Turn on virtual store queueing in Platform Admin, add reason-for-visit categories, upload staff and enable queueing per store — about 15 minutes. - [Add reason-for-visit categories and sub-categories](https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/?format=md): 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. - [Queue settings reference](https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/?format=md): Every field on the Queue Settings tab in Platform Admin → Queueing / Appointments, with its default value and what it controls. - [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/?format=md): Replace the default ${BrandName} SMS sender with your own sender ID in Company Settings → Platform Set-up, and check AWS has approved it. - [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/?format=md): 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. - [Set up a dedicated concierge display or kiosk](https://personalisationhub.com/support-centre/queue-management/set-up-a-dedicated-concierge-display-or-kiosk/?format=md): 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) - [Update your staff profile](https://personalisationhub.com/support-centre/queue-management/update-your-staff-profile/?format=md): Change the first name and last name shown to visitors and colleagues from the Profile page in Retail Admin — under a minute. - [Update your profile photo](https://personalisationhub.com/support-centre/queue-management/update-your-profile-photo/?format=md): Replace the default initials avatar with a photo that visitors see on their phone when you pick them up from the queue. - [Manage your availability status](https://personalisationhub.com/support-centre/queue-management/manage-your-availability-status/?format=md): Set yourself Available or Unavailable in Retail Admin so wait-time estimates stay accurate — and know when the platform changes your status for you. - [Update the languages you speak](https://personalisationhub.com/support-centre/queue-management/update-the-languages-you-speak/?format=md): 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 - [Add a visitor to the queue manually](https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/?format=md): 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. - [Let a visitor join the queue by scanning the QR code on the staff tablet](https://personalisationhub.com/support-centre/queue-management/let-a-visitor-join-the-queue-by-scanning-the-qr-code-on-the-staff-tablet/?format=md): Show the join-the-queue QR code on the staff tablet so the visitor registers from their own phone, using their stored contact details. - [Let a visitor join the queue by scanning a QR code on a display](https://personalisationhub.com/support-centre/queue-management/let-a-visitor-join-the-queue-by-scanning-a-qr-code-on-a-display/?format=md): 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. - [Pick up a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/pick-up-a-visitor-from-the-queue/?format=md): 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. - [Place a visitor on hold](https://personalisationhub.com/support-centre/queue-management/place-a-visitor-on-hold/?format=md): 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. - [Add additional information to a visitor in the queue](https://personalisationhub.com/support-centre/queue-management/add-additional-information-to-a-visitor-in-the-queue/?format=md): 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. - [See which languages staff on shift speak](https://personalisationhub.com/support-centre/queue-management/see-which-languages-staff-on-shift-speak/?format=md): 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. - [Copy a visitor's mobile number or email address](https://personalisationhub.com/support-centre/queue-management/copy-a-visitor-s-mobile-number-or-email-address/?format=md): 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. - [View a visitor's recent interactions and profile data](https://personalisationhub.com/support-centre/queue-management/view-a-visitor-s-recent-interactions-and-profile-data/?format=md): 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. - [View queue and appointment history](https://personalisationhub.com/support-centre/queue-management/view-queue-and-appointment-history/?format=md): 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 - [View store queueing stats and the staff status widget](https://personalisationhub.com/support-centre/queue-management/view-store-queueing-stats-and-the-staff-status-widget/?format=md): 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. - [Remove a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/remove-a-visitor-from-the-queue/?format=md): 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. - [Handle visitors with special requests (language or business customers)](https://personalisationhub.com/support-centre/queue-management/handle-visitors-with-special-requests-language-or-business-customers/?format=md): 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. - [Retail Admin shows 'Lost Connection to Queueing Server!'](https://personalisationhub.com/support-centre/queue-management/retail-admin-shows-lost-connection-to-queueing-server/?format=md): What the 'Lost Connection to Queueing Server!' banner in Retail Admin means and what to do about it.