HelpRun the queueHold, missed & putting people back

Hold, missed & putting people back

Real queues are messy — someone steps out, someone doesn't hear their number, someone comes back an hour later. These are the tiles that keep the line honest without ever losing a visitor.

Everyone Where: Queue → a guest's action panel 5 min read
Nothing here is a dead end. A held guest can always be brought back, and a no-show can be put back in the line. The only action that can't be undone is Cancel visit — which is why it's the one that asks you to confirm.
  1. 1Waiting
  2. 2Called
  3. 3Hold / Missed
    Parked on purpose, or didn't answer the call
A visitor is never lost — every parked or missed state leads back to the line.

Hold & Hold here

Two ways to park someone who isn't ready, both from a called or serving guest's tiles:

You pressWhat happens
Hold Parks them on the Hold tab. Their tracker shows their spot is on hold, so they know not to rejoin.
Hold at station Parks them but keeps them attached to your stationA spot where one staff member serves one visitor — a chair, desk, room or counter. — for “the colour is developing” or “waiting on the pharmacy”, where the chair stays theirs.
Bring back Returns a held guest to the line.
Recall Calls a plain-held guest straight back to the board. Not available for a guest held at a station.

Held guests can still be transferred, or cancelled if they've left for good.

The Missed tab & no-show grace

When someone is called and never came — they don't appear — mark them No-show and they move to the Missed tab.

A called booking that never checks in gets your line's no-show graceHow long a called visitor's spot is held before they're marked a no-show. first (a per-line setting, 10 minutes by default) before it's treated as missed — the full story is in No-shows & grace.

What's on the Missed tab

RowWhat it means
No-show Called and never arrived.
Appointment A booking that never checked in at all, shown with its due time for your records.
Closed out A visit the overnight tidy-up ended.
Missed numbers on the TV need a board that shows them. The setting Show missed numbers on the TV (on by default) does nothing until you've designed a board that includes a missed-numbers panel — the standard board every un-designed screen shows has none at all.
  • When a board does carry it, the strip reads “Missed — please check in” and shows numbers only, never names.
  • Until you've added one on Displays, keep calling missed names aloud yourself — the room isn't being told for you.

Putting someone back in the line

Select anyone on Missed (or even Recently served) and the panel offers Put back in line. Where they land is a line setting (Line settings → Staff controls):

Setting ON (default) Popular Setting OFF
Where they land Back of the line, fresh wait clock Their original spot — their old join time still counts
A fresh heads-up message? Yes — it's a new wait No — it's treated as the same wait. Keep an eye on the board for them.
Send re-queued visitors to the back — on by default.
Somebody on a priority tier does NOT go to the back, whatever this line is set to. The serving order looks at their tier before the clock — you're told before it happens: “They will not go to the back.”
  • People who have waited longer will still be called after them. Say yes with Put back in line, or Leave as is.
An appointment put back in line becomes a walk-in. A booking's reserved place is spent the moment it checks in, so Put back in line returns it as an ordinary walk-in — on a line set to Appointments first it no longer goes ahead of walk-ins, and any rating they'd already left is cleared.
Example A 3pm appointment is called, doesn't hear it, is marked No-show, and reappears at 3:10. Putting them back in line does not restore their 3pm slot — they now wait behind every walk-in who arrived first.
  • If they still need their booking's place, use their booking record on the Bookings page instead of putting the visit back from here.

A visitor on a journeyA visit that passes through several stops in order (e.g. reception → consult → pharmacy). Each stop is its own line. is different — their tile is Re-check in, which returns them to their current stage at their original arrival order.

A journey can't simply be “put back in line” from scratch, and once a multi-stop visit has properly ended it can't be reopened at all. The whole of it is in Running a multi-stop visit.

Example A café calls B007; nobody comes. Staff mark No-show and serve the next two people. Five minutes later the customer reappears — “sorry, was on a call”. One tap on Put back in line and they're back in the queue, no argument at the counter.

(This one's a walk-in to begin with, so there's no booking to lose — see the box above for a booked visitor.)

A guest left on hold all day

A hold is meant to last minutes. If one is forgotten, turnda closes it after four hours and the visit ends on its own — otherwise a hold nobody remembers would sit in your line for ever, quietly dragging your average wait out with it.

You cannot see or change this, and it is worth knowing for that reason. There is no control for it on any screen — four hours is simply what happens.
Example A guest put on hold before a long lunch and forgotten is closed rather than served, and nobody is told.
  • The habit that protects you is the Hold list itself — glance at it before you close up, because anyone still sitting there has been waiting since you put them there.

The auto-clear timer

A called guest that nobody resolves — the operator got busy, the guest evaporated — would otherwise sit in “Being seen now” forever.

SettingDetail
Auto-clear a called guest after Line settings → Serving order. 30 minutes by default, settable 5–240 or Off. Marks such a guest a no-show automatically — exactly as if you'd pressed the No-show tile — so they land on Missed and can still be put back.
  • The timer counts from the most recent call — a Recall restarts it.
  • If an operator acts on the guest first, the timer quietly stands down.

If it goes wrong

What you seeWhy
Put back in line greyed out That visit has ended for good (or it's a journey — use Re-check in).
Put someone back and they got no message Your line keeps the original spot (Send re-queued visitors to the back is off) — same wait, no re-notify.
A guest vanished from “Being seen now” on their own That's the auto-clear timer doing its job — check the Missed tab.

Related: No-shows & grace · The public board · Serving order & fairness