Customer queues help you manage walk-in service in an orderly way — customers join a queue, your team serves them from service points, and everyone can see who's waiting and how long. Whether it's a sales counter, a returns desk, or a pickup point, the queue dashboard keeps the flow moving. This guide covers the day-to-day operator workflow.

Turning on customer queues

Customer queues are an optional feature. When it's enabled for your company, Customer Queues appears under Customers in the main menu. If you don't see it, ask your administrator to enable it; queues and service points are set up in your company settings.

The queue dashboard

Open Customers → Customer Queues. The dashboard gives you a live overview with counts for Waiting, Called, In service, and Completed today, how many Service points are claimed, and the Avg wait time. Below that are three lists: your service points, your queues, and the current queue entries.

Claiming a service point

A service point is where you serve customers from — a till, a desk, or a counter. To start serving, find an Available service point and click Claim. Once it's yours, you can pull the next customer to it, and click Release when you're finished for the day or stepping away.

Adding a customer to a queue

1. Click Add to Queue.
2. Choose the Queue, and optionally link an existing Customer from your records.
3. Enter the Customer Name, and an Email or Phone if you'd like to be able to notify them.
4. Set a Priority and add any Notes, then add them to the queue.

The customer receives a ticket and appears in the queue as Waiting.

Serving customers

From your claimed service point, click Next to pull the next waiting customer — they move to Called. Then work through the entry's actions:

• Start — begin serving a called customer (they move to In service).
• Complete — finish the service.
• Transfer — send the customer to another queue, with an optional reason; you can keep their original wait time.
• No-show — mark a called customer who didn't appear.
• Cancel entry — remove an entry from the queue.
• Send queue email — email the customer (shown when an email address is on the entry).

Queue statuses

Each entry moves through clear statuses: Waiting → Called → In service → Completed. Entries can also end as Transferred, No-show, Cancelled, or Abandoned. The colour-coded badges let you read the state of the whole queue at a glance.

Keeping customers informed

You can email a customer about their place in the queue using Send queue email on their entry. Your company can also add extensions that automatically text or email customers when they join a queue — ask your administrator if you'd like that set up.

Tip: Claim your service point at the start of your shift and release it at the end — the dashboard's "Claimed / Active" count then gives everyone an accurate picture of how many people are actually serving.