# Pick up a visitor from the queue

> Take the next visitor from the Waiting view, find them using the notes on their record, and start the visit so the timers and SMS fire.

How-to guide · Queue Management › Managing the queue · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/pick-up-a-visitor-from-the-queue/

Any staff member can pick up any visitor from the **Waiting** view. Picking up sends the visitor an *It's your turn* SMS with your first name and their ticket number, sets your status to **Serving Customers**, and opens the visitor's details so you can find them.

## Before you begin

- A Retail Admin sign-in for your store — see [Sign in to the Retail Admin site (no SAML/SSO)](https://personalisationhub.com/support-centre/company-set-up-and-users/sign-in-to-the-retail-admin-site-no-saml-sso/), or use single sign-on if your organisation has [Integrate single sign-on (SAML) for store staff](https://personalisationhub.com/support-centre/company-set-up-and-users/integrate-single-sign-on-saml-for-store-staff/).
- Your status is **Available** — see [Manage your availability status](https://personalisationhub.com/support-centre/queue-management/manage-your-availability-status/).

## Steps

1. In the left navigation of Retail Admin, select **QUEUEING & APPTS**.
2. In the **Waiting** view, on the visitor's card, select **Pick up**. The visitor's details page opens and the *Looking for* timer starts.
3. Select the *Looking for* timer to read any additional information on the record, including the colour of the visitor's top.
4. Find the visitor in the store.
5. Select **Start**. The *In Progress* timer starts and the visitor moves to the **In Progress** view.
6. Serve the visitor. Select any timer at any point to view the additional information again.
7. When you have finished, complete the visit.

> **Note:** If **Staff Max Visitor Wait Time** passes before you find the visitor, they can be flagged as a no-show and receive the *Lost Your Spot* SMS — see [Queue settings reference](https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/).

## Verify it worked

Your chip in the STAFF row shows **Serving Customers** and the visitor's card sits in the **In Progress** view with a running timer. When you complete the visit, your status returns to **Available** and **Total Served Today** increases by 1.

## Next step

[Place a visitor on hold](https://personalisationhub.com/support-centre/queue-management/place-a-visitor-on-hold/)

## Related

- [Add additional information to a visitor in the queue](https://personalisationhub.com/support-centre/queue-management/add-additional-information-to-a-visitor-in-the-queue/)
- [Copy a visitor's mobile number or email address](https://personalisationhub.com/support-centre/queue-management/copy-a-visitor-s-mobile-number-or-email-address/)
- [View a visitor's recent interactions and profile data](https://personalisationhub.com/support-centre/queue-management/view-a-visitor-s-recent-interactions-and-profile-data/)
- [Place a visitor on hold](https://personalisationhub.com/support-centre/queue-management/place-a-visitor-on-hold/)
- [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)