When a visitor joins the queue they choose a reason for their visit. The reason's time to serve sets the estimated wait time for everyone behind them, and the choice feeds retail analytics on why people visit. This procedure is for HQ Admin users and takes a few minutes per category.

Before you begin

  • An HQ Admin account with the Admin role.
  • Queueing or appointments enabled for the platform — see Enable virtual store queueing.
  • A list of visit reasons and how long each takes to serve. Example values for telco and banking are attached to the original support article.

How reasons are structured

  • Category filter — the visitor type the reason applies to. The platform ships with 3: I'm a New Customer, I'm an Existing Customer and I'm a Business Customer. You can change these.
  • Category — the reason itself, for example Home Loan or New Phone, with a Time to Serve in minutes.
  • Sub-category — an optional finer reason under a category, for example Variable Rate under Home Loan, with its own time to serve.

Each category and sub-category has a ${ReasonForVisit} Token value (for example home-loan) that you can use to localise campaigns — see Localise campaigns by visitors' reason for visit.

Add a category

  1. In the left navigation of HQ Admin, select Platform Admin.
  2. Under Enabled Features, select Queueing / Appointments.
  3. Select the Shared Settings tab.
  4. Under REASON FOR VISIT (SELECTED FOR QUEUEING & APPOINTMENTS), select Add New Reason for Visit Category.
  5. Enter the category Name, for example Click & Collect.
  6. Enter the Time to Serve in minutes.
  7. Select the category name, then assign the Category Filter tags that apply — for example I'm an Existing Customer.
  8. Save the category.

Add a sub-category

  1. In the category's row, select + Add New Sub Category.
  2. Enter the sub-category Name, for example Variable Rate.
  3. Enter its Time to Serve. A sub-category can be shorter or longer than its parent.
  4. Save the sub-category.
Refine the list after your first week of queueing. The Reason for Visit filter in View queue and appointment history shows which reasons visitors actually choose.

Verify it worked

The REASON FOR VISIT table lists the new category with its filter tags, token and time to serve, and the count at the top of the section (for example 4 Categories) has increased. The next visitor who joins the queue sees the new reason as an option.

Next step

Queue settings reference