HelpRun the queueGrab & call

Grab & call

Transfer is when you send someone to a colleague. Grab & call is the opposite — you take someone else’s visitor to your counter, and say why. Everyone can see who grabbed, so there is always a reason on record.

Everyone Where: Queue → a visitor's action tiles → Grab & call 4 min read

Quick answer. Sign in at a counter, select the visitor on the Queue, press Grab & call, tap a reason and confirm. The visitor’s phone and the lobby TV follow straight away, and the colleague they were with is told.

Example Priya is halfway through a call to A12 at Counter 3, but her screen has frozen and she has stepped away. Ben, at Counter 1, selects A12, presses Grab & call, taps “Colleague stepped away” and confirms. The lobby TV says A12 should come to Counter 1. A12 is now Ben’s, and Priya sees a note that Ben took A12 to Counter 1.

When the tile is offered

You must be signed in at a counter, because Grab & call always brings the visitor to the counter you are at. (If you are signed in nowhere, it uses the counter you would call from on the visitor’s own line, when there is one.) Then the tile appears for these visitors, at the same location:

The visitor is…	Offered?
Called, at a colleague’s counter (or called with no counter)	Yes
On hold at a counter, a colleague’s	Yes
Waiting in another line than the one your counter belongs to	Yes
Waiting at a stop that is not taking visitors (closed, paused or full), in another line	Yes
Already at your counter	No
Waiting in your own line	No — that is an ordinary Call
Being served	No
Finished, left the line or on a plain hold	No
At another location	No — Grab & call works within one location
In a line where the owner has switched Grab & call off	No

A tile that cannot apply is simply not shown. If you press something that is no longer true — for example the visitor was just finished — the page says so in plain words, such as “Sign in at a counter first — Grab & call brings the visitor to your counter.”

How to grab

Select the visitor on the Queue and press Grab & call.
Read the box. It says who they are with now — “A12 is at Counter 3 now.” or “A12 is waiting in Repairs.” — and where they will go: “They will come to you at Counter 1.”
Under Why are you taking them? tap a reason. Colleague stepped away · Colleague asked me to · Visitor came to my counter · Urgent · Other. Other needs a few words under Say why, in a few words. The button waits until you have chosen.
Press Grab & call to confirm. The page says “A12 called to Counter 1”. Back changes nothing.

If you still have a called visitor of your own at your counter, turnda asks first what happens to them — finish them or mark them a no-show. You answer once and the grab goes through in the same press.

What changes

The visitor’s tracking page and the lobby TV follow straight away. The TV calls them to your counter the same way as any other call.
They stay their own line’s visitor. Nothing is moved between lines. They keep their number, their place in their line’s figures and, on a multi-stop visit, their route and every stop still ahead. They are simply called at a counter of another line.
The colleague they were with is told, in the form “Ben took A12 to Counter 1 — Colleague stepped away”. For “Other” it shows the words Ben typed.
The visit’s history reads “Taken to Counter 1 — Grab & call”. The Activity log records the grab and the reason.
A visitor on hold at a counter is brought back first, then called to you.

The setting that controls it

On each line, Line settings → Staff controls → Let staff grab & call a visitor from another counter or line decides whether that line’s visitors can be taken. It is on for most businesses. Turn it off when a visitor must stay with whoever called them. The setting of the visitor’s line decides — the owner of a line decides whether its visitors may be taken. See Call & serve and Staff latitude & flags.

Common questions

Question	Answer
What is the difference from Transfer?	Transfer sends your visitor to another line, to the back, with a fresh clock. Grab & call takes someone else’s visitor to you without moving them between lines.
What is the difference from Take over?	Take over takes the counter itself from a colleague. Grab & call takes one visitor. See Take over a counter.
I cannot find the tile.	Check you are signed in at a counter, that the visitor is not already yours or in your own line, and that the line’s setting is on.
Can staff use it?	Yes. Staff, managers and the owner, at a location they work at.