# Add a visitor to the queue manually

> 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.

How-to guide · Queue Management › Managing the queue · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/

A concierge or any staff member can add a visitor to the queue from the staff tablet. Use this when the visitor prefers not to scan the QR code, or when a dedicated concierge greets everyone at the door. Takes about 30 seconds per visitor.

## Before you begin

- A Retail Admin sign-in for your store — see [Sign in to the Retail Admin site (no SAML/SSO)](https://personalisationhub.com/support-centre/company-set-up-and-users/sign-in-to-the-retail-admin-site-no-saml-sso/), or use single sign-on if your organisation has [Integrate single sign-on (SAML) for store staff](https://personalisationhub.com/support-centre/company-set-up-and-users/integrate-single-sign-on-saml-for-store-staff/).
- Virtual queueing is enabled for the platform and for your store — see [Enable virtual store queueing](https://personalisationhub.com/support-centre/queue-management/enable-virtual-store-queueing/).

## Steps

1. In the left navigation of Retail Admin, select **QUEUEING & APPTS**. The **QUEUE** tab opens on the **Waiting** view.
2. Select **Add Visitor to Queue**. A dialog shows a QR code.
3. Select **Add Visitor Manually**. The manual form opens.
4. Enter the visitor's **First Name** and, if known, **Last Name**.
5. Choose the country code, then enter the **Mobile Number**.Leave **Send SMS to Visitor** ticked so they receive a link to track their place — see [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/).

6. In **Visitor Type**, choose **I'm an Existing Customer**, **I'm a New Customer** or **I'm a Business Customer**.
7. Under **Best way for staff to Identify Visitor when it's their turn**, tick **Colour of their top** and record it if useful.
8. In **Additional Info**, note anything that helps the next staff member — for example what the visitor is looking for.
9. Select **Add To Queue**. The button is disabled until the required fields are filled.

> **Note:** The join form also asks for a reason for visit, chosen from the categories in [Add reason-for-visit categories and sub-categories](https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/).

## Verify it worked

The visitor's card appears in the **Waiting** view with a timer, and the **This Queue is Currently Empty** banner disappears. If SMS was ticked, the visitor receives the *Join the Queue* text.

## Next step

[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/)

## Related

- [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/)
- [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/)
- [Pick up a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/pick-up-a-visitor-from-the-queue/)
- [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/)
- [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)