Two timing dials sit right inside their moments — when the "you're almost up" heads-up fires, and how far ahead the appointment reminder goes out.
The "almost up" heads-up
| Dial | What it does |
|---|---|
| When to send it | How close to the front a visitor must be before the heads-up fires — from 1 to 10 positions. In Line settings → Messages & timing it is called Send “you’re almost up” at position. |
| Default | 1 — only the very next person, which keeps it accurate. Set it higher, say 3, to give people more time to head back. |
| Where | Per line, so a fast counter and a slow one can differ. On the Email page it sits under the “You're almost up” moment; the same dial is always in Line settings → Messages & timing — it's one setting, shown in both places. |
| Which messages it times | The same moment for every channel: the email, and the second WhatsApp message (“almost your turn”). Text messages, once a country is open, use it too. |
The heads-up sends once per wait — if staff send someone to the back of the line, it fires again for the new wait.
The appointment reminder
| Dial | What it does |
|---|---|
| When to send the reminder | How far before a booked slot the single reminder goes out — from 1 hour to a week (168 hours). Default is 24 hours. The Email page offers 1, 2, 3, 6, 12, 24, 48, 72 and 168 hours; in Line settings it is called Appointment reminder lead. |
| Pick the lead that fits | A day ahead for most appointments; a couple of hours for same-day slots. |
The reminder goes by email only — that far ahead of a visit, a WhatsApp chat window has closed, so an appointment made with just a phone number keeps its tracking link instead.
When the reminder is held or dropped
| Situation | What happens |
|---|---|
| The reminder would fall between 21:00 and 08:00 on the location's clock | It goes out at 21:00 instead — that evening, or the evening before if it was due after midnight — so nobody is woken. For example, an 08:00 appointment with a 3-hour lead would be due at 05:00, so the reminder goes at 21:00 the evening before. It is only ever sent sooner than the lead, never later. |
| The appointment's start time has already passed | No reminder is sent — after a long outage it is skipped quietly, and the Queue does not flag it as “Not reached”. |
| The appointment is no longer booked | No reminder is sent. |
Timing box missing? Each dial only appears while its moment is switched on. Turn on "You're almost up" or "Appointment reminder" first, and its timing control shows up beneath it. There's one reminder per appointment — no second reminder. An appointment that is booked, or moved, to a time already inside the reminder window gets no separate reminder, because its confirmation or move message has just told the visitor everything.