Some visitors need a particular staff member — someone who speaks their language, or someone who handles business customers. A store manager can move such a visitor from Waiting straight to On Hold, tagged with the requirement, so the right person picks them up when next free.

Before you begin

  • A Retail Admin sign-in with the Store_Manager role for your store.
  • For language requests, staff have set their languages — see Update the languages you speak. Only languages spoken by staff currently on shift can be chosen.

Steps

  1. In the left navigation of Retail Admin, select QUEUEING & APPTS.
  2. In the Waiting view, on the visitor's card, open the options menu (3 dots).
  3. Select Place on Hold. Managers see this option; staff do not.
  4. Either enter a note, for example Business Customer, or choose the language the visitor needs from Languages Spoken, for example Chinese (Mandarin).
  5. Select Place Visitor On Hold.
  6. Tell the staff member concerned that a visitor is waiting for them in On Hold.

Verify it worked

In the On Hold view, the note or language appears in square brackets next to the visitor's name, for example [Chinese (Mandarin)]. The matching staff member picks the visitor up from there with Pick up.

Troubleshooting

The language the visitor needs is not in the list

Cause. No staff member on shift has that language on their profile, or the staff member who speaks it is set to Unavailable.

Fix. Ask the staff member to set their status to Available and add the language under Profile → Languages Spoken, then try again. Otherwise enter the language as a note.