Here's an overview of the queue booking process:
The client arrives at your store or calls your business, asking to be served.
A staff member offers to add the client to the queue, informing them of the estimated wait time and/or their position should they choose to join.
The client accepts; they provide you the required information (name, reminder preferences, email address and/or phone number, etc.).
A staff member manually adds the client to the queue, informing them of the estimated wait time and/or their position in the queue.
The queue instance status is set to "Waiting".
The client receives a queue confirmation email and/or SMS containing a link to the tracking page which displays the live-updated queue information (see here for details).
[If "Queue Reminder Notification" is enabled] a reminder notification is sent to the client.
[If "Confirm client presence" and "Auto-Cancel if Presence Not Confirmed" are enabled]
The client confirms their presence within the allotted delay. The queue booking status is set to "Confirmed".
*Note: If the client does not confirm their presence within the allotted delay, they will be removed from the queue. In this case, the queue booking status will be set to "Cancelled"; the system will automatically open a new queue slot and update the position and wait time for all clients in the queue.
[If "Your Turn Notification" is enabled] The client receives a notification, informing them that it is their turn to be served.
The client presents themselves at your store; a staff member assigns a staff to the client's queue booking. The queue booking status is set to "In progress".
The client is served; a 'Your turn' notification is sent to the next client in the queue (depending on the delay specified in the Booking Rules).
Once the service is over, the appointment is completed manually by a staff member; the queue booking status is set to "Completed". The appointment is added to the assigned staff member's calendar, and can be accessed from the client's booking history.
The client receives a thank you message.
*Note: clients may leave the queue at any time; if they do, the queue booking status is set to "Cancelled". When this happens, the system will automatically open a new queue slot and update the position and wait time for all clients in the queue.