Virtual store queueing lets visitors join a store's queue from their own phone, a staff tablet or a display, and lets staff pick them up in turn. Enabling it is a 4-part set-up done by an HQ Admin user, and takes about 15 minutes. The default settings are fine for a first test; tune them later.

Before you begin

  • An HQ Admin account with the Admin role.
  • At least 1 store added to the platform with a unique store code — see Add a store.
  • A list of store staff (name, email address and store code) ready to upload, unless your staff sign in with single sign-on.

Part 1 — Enable queueing for the platform

  1. In the left navigation of HQ Admin, select Platform Admin.
  2. Under Enabled Features, select Queueing / Appointments. The Queue Settings tab opens.
  3. Turn on Enable Store Queueing.
  4. Leave the remaining settings at their defaults for now.

    Each setting is described in the Queue settings reference. You can fine-tune them after your first test.

  5. Select Save changes.

Part 2 — Add reason-for-visit categories

Visitors choose a reason for their visit when they join the queue. Each reason carries a time to serve, which drives the estimated wait time shown to everyone behind them.

  1. Select the Shared Settings tab.
  2. Under REASON FOR VISIT, select Add New Reason for Visit Category.
  3. Enter a name and a time to serve for the category — for example Home Loan, 45 minutes.
  4. Repeat for each reason a visitor could have. Add sub-categories where the reason needs more detail.

    The full procedure, including category filters and sub-categories, is in Add reason-for-visit categories and sub-categories.

Part 3 — Upload your store staff

  1. In the left navigation, select Company Settings.
  2. Select Retail Admin Set-up.
  3. Upload the staff CSV and set the Default First-Time Login Password, following Upload Retail Admin users for your stores.

    If your organisation uses single sign-on, staff are created through SAML instead and do not need a first-time password — see Integrate single sign-on (SAML) for store staff.

Part 4 — Enable queueing for each store

  1. In the left navigation, select Stores / Branches.
  2. Select the store's name.
  3. Select the Enabled Features tab.
  4. Turn on Enable Store Queueing.
  5. Select Save Changes.
  6. Repeat for every store that will run a queue.
Queueing must be enabled at both levels. If Enable Store Queueing is off for a store, its Retail Admin site has no queue even though the platform-level toggle is on.

Verify it worked

On the Stores / Branches list, the store's Enabled Features column shows the queue icon. Sign in to the store's Retail Admin site as a store manager: the Queueing & Appointments page opens with the QUEUE tab, the Add Visitor to Queue button and the banner This Queue is Currently Empty. You are ready to accept visitors into the queue.

Troubleshooting

The Retail Admin site shows no queue

Cause. Queueing is on for the platform but not for that store.

Fix. Open the store in Stores / Branches, select Enabled Features, turn on Enable Store Queueing and save.

Staff cannot sign in to Retail Admin

Cause. The staff upload used a store code that does not match the store, or the first-time password has not been set.

Fix. Check the store code in the CSV against the store's Store Code field, then re-upload — see Upload Retail Admin users for your stores.

Next step

Add reason-for-visit categories and sub-categories