# Add reason-for-visit categories and sub-categories

> 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.

How-to guide · Queue Management › Set up queueing · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/

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](https://personalisationhub.com/support-centre/queue-management/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](https://personalisationhub.com/support-centre/launching-campaigns/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.

> **Note:** Refine the list after your first week of queueing. The **Reason for Visit** filter in [View queue and appointment history](https://personalisationhub.com/support-centre/queue-management/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](https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/)

## Related

- [Enable virtual store queueing](https://personalisationhub.com/support-centre/queue-management/enable-virtual-store-queueing/)
- [Queue settings reference](https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/)
- [Localise campaigns by visitors' reason for visit](https://personalisationhub.com/support-centre/launching-campaigns/localise-campaigns-by-visitors-reason-for-visit/)
- [Set up a dedicated concierge display or kiosk](https://personalisationhub.com/support-centre/queue-management/set-up-a-dedicated-concierge-display-or-kiosk/)