# Handle visitors with special requests (language or business customers)

> As a store manager, move a waiting visitor straight to On Hold with a note or required language, so the right staff member picks them up.

How-to guide · Queue Management › Store managers · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/handle-visitors-with-special-requests-language-or-business-customers/

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

## Related

- [Place a visitor on hold](https://personalisationhub.com/support-centre/queue-management/place-a-visitor-on-hold/)
- [Update the languages you speak](https://personalisationhub.com/support-centre/queue-management/update-the-languages-you-speak/)
- [See which languages staff on shift speak](https://personalisationhub.com/support-centre/queue-management/see-which-languages-staff-on-shift-speak/)
- [Remove a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/remove-a-visitor-from-the-queue/)