# Queue settings reference

> Every field on the Queue Settings tab in Platform Admin → Queueing / Appointments, with its default value and what it controls.

Reference · Queue Management › Set up queueing · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/queue-settings-reference/

This page lists every setting on the **Queue Settings** tab at **Platform Admin → Enabled Features → Queueing / Appointments**, with its default as shipped. Changes take effect after **Save changes**. To turn the feature on, see [Enable virtual store queueing](https://personalisationhub.com/support-centre/queue-management/enable-virtual-store-queueing/).

## Enable Store Queueing

| Setting | Default | Description |
| --- | --- | --- |
| **Enable Store Queueing** | Off | Master toggle for virtual queueing across the platform. Each store must also have **Enable Store Queueing** turned on under **Stores / Branches → Enabled Features**. |

## Enable queueing based on store's opening & closing times

| Setting | Default | Description |
| --- | --- | --- |
| **Join the queue time** | Allow visitors to join the queue 30 minutes before opening | Radio choice. **Allow visitors to join the queue [n] minutes before opening** opens the queue a set number of minutes before the store's opening time. **Join Queue at anytime** keeps the queue open regardless of opening hours. |
| **Close the Store Queue** | Dynamic | Radio choice. **Close the Store Queue [n] minutes before closing** stops new joins a fixed number of minutes before closing time. **Dynamic** closes the queue based on the estimated wait time and the store's closing time. |

Opening and closing times come from each store's hours — see [Update your store's opening hours (Retail Admin)](https://personalisationhub.com/support-centre/stores-and-retail-data/update-your-stores-opening-hours-retail-admin/).

## General queueing settings

| Setting | Default | Description |
| --- | --- | --- |
| **Allow Staff to Place Visitor "On Hold"** | On | Lets staff move a visitor to the **On Hold** view without losing their place — see [Place a visitor on hold](https://personalisationhub.com/support-centre/queue-management/place-a-visitor-on-hold/). Store managers can place visitors on hold from the **Waiting** view regardless of this setting. |
| **Sale Check-In** | Off | Records whether a sale was made when a visit is completed. |
| **Capture Final Outcome** | Off | Prompts staff to record the outcome of the visit when they finish serving. |
| **Max Number of people waiting in the queue** | No limit | Caps how many visitors can be in the **Waiting** view at once. Selected from a list; **No limit** removes the cap. |
| **Allow Visitor to Skip Their Place in Line for** | 120 seconds | How long a visitor can let others go ahead of them before their turn is passed. |
| **Staff Max Visitor Wait Time** | 2 minutes | How long a staff member waits for a picked-up visitor to arrive before the visitor can be flagged as a no-show and receives the *Lost Your Spot* SMS. |
| **Estimated Ave Serve Time** | 15 minutes 0 seconds | Fallback serve time used to estimate waits when a reason for visit has no time to serve of its own, or before enough visits have been served to calculate an average. |
| **Retain Queueing/Appointment Data for** | 90 days | How long queue and appointment records are kept before deletion. Governs what appears in [View queue and appointment history](https://personalisationhub.com/support-centre/queue-management/view-queue-and-appointment-history/). |
| **Reason for Visit Chart - Cost Shown in Weighted View** | 45 per hour | Hourly cost used to weight the reason-for-visit chart in Insights / Analytics, so that time spent per reason is shown as a cost. |

## Buttons

| Button | Action |
| --- | --- |
| **Save changes** | Applies every change on the tab. |
| **Cancel** | Discards unsaved changes. |

## Related

- [Enable virtual store queueing](https://personalisationhub.com/support-centre/queue-management/enable-virtual-store-queueing/)
- [Add reason-for-visit categories and sub-categories](https://personalisationhub.com/support-centre/queue-management/add-reason-for-visit-categories-and-sub-categories/)
- [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)
- [Appointment template settings reference](https://personalisationhub.com/support-centre/appointment-bookings/appointment-template-settings-reference/)
- [Glossary](https://personalisationhub.com/support-centre/getting-started/glossary/)