The Queue console

The Queue page is your live serving desk. People waiting show here in order; you pick a visitor and everything you're allowed to do to them appears as big, single-click tiles. Every role on the team can open it — it's the one screen your counter runs on.

Across the top sits the line switcher (labelled Serving) — the console always shows exactly one lineThe queue visitors join and wait in. A location can run several. You may have seen this called an “area”. — and beside it, one status pill.

While joins are paused, a banner over the list says so too, with Resume joins beside it. Under the pill sit the everyday controls:

The old Counters button is gone from this page. Next to the line name, a one-line summary shows how many countersThe place where one staff member serves — a desk, chair or room. Staff sign in to a counter to start calling people. You may have seen this called a “station”. the line has and which are free (for example “3 counters · 1 free: Chair 2”). To sit at a counter or leave it, use the Counter control in the top bar, which opens “Your counter”. The numbers band shows Counters busy.

Below that, the left column holds the numbers band, a search box (Search ticket number or name) and the waiting list; the right column is the Action centre.

• A Show filter above the list lets you view Everyone or just one type — Emergency, Booked, Priority, Long wait or Walk-in. Each chip shows how many people are in it. Long wait is a walk-in who has waited past the line's max-wait limit. A booked guest who arrived early reads Booked · by arrival. On a narrow screen the chips fold into one Filter button.
• A row-density switch (Compact / Regular / Relaxed) sets how much fits on screen.
• If anyone in the line carries a coloured flagReusable coloured labels staff put on a visitor for awareness only — never shown to the visitor, never change the serving order., matching filter chips appear too.
• On a narrow screen, such as a tablet held upright, the Action centre becomes a bottom sheet, with Call next kept within reach of your thumb.

Every visitor on the line lives in exactly one of these six places.

On a waiting row, the estimate is how long until that person's turn. When it rounds down to nothing the row says “Their turn is next” rather than “About 0 min to their turn”.

Calling, serving and everything else is covered in Call & serve.

• Longest wait now counts only people still waiting. The clock stops the moment someone is called, so a person in the middle of a haircut never shows as the longest wait.
• Today's usual wait is the middle wait of the visits called on this line today: half waited less, half more. It reads 0 until someone has been called today.
• No-shows, appointments included is the no-shows plus appointment guests who never checked in.
• A figure turns amber, with its reason in words, when the line needs attention — “More than N waiting in the line” or “Past N-min limit” (someone is past your max-wait limit).

On a narrow screen the band collapses to the two figures a member of staff acts on, In line and Longest wait now — tap it to expand.

Type part of a name or any part of the ticket into the search box above the list — “15” and “a015” both find A015.

• It looks across the live tabs at once — waiting, called, on hold, paused, no-show and recently served — so a visitor who is on hold or already finished still turns up, with their own state shown beside them.
• It counts what it found (“3 matches”), and nothing matching reads “Nobody matches …”.

• They are found by name only — they have no ticket number until they check in.

• When that's the case and it finds nothing, it says how many it searched and that anybody further back isn't loaded yet.
• The waiting list itself says something shorter above it, naming how many of the total it is showing.
• Nobody is lost — they are further back in the line and move up as you call from the top.

• The ⓘ panel shows whether they're a walk-in, booked, priority or an emergency; their state; how many people are with them.
• It also shows how long they've waited ("Waiting too long" in red if they're past your limit); when they joined and their place in line.
• And how we reach them — the one channel this visitor gave (WhatsApp or Email), or "No contact given" if they gave none; when they were last messaged; the service they're booked for; their note; and their flags. Press Done, click away, or press Escape to close it.
• The 🕐 view carries the time of each entry (in the business's clock, not your device's), how long the gap was, which counter, and who did it.

• When the ⓘ panel says “Message didn't arrive”, nothing reached them. The only backup is that a WhatsApp “almost your turn” message that was refused is sent by email if the visitor left one (never after STOP); the row then shows them as reached by email.
• If text messages are ever open for a visitor's country, a text warning can show on their row and in the ⓘ panel. Text messages are not available in any country yet — turnda opens a country only after testing it — so you should not see these today. They read “Text not delivered — phone off”, “Text blocked by the network — not charged”, “Text failed — not charged” (or “Text failed” when it was not given back), “Text couldn't be sent” (the pack ran out, the country is not open, texts are paused or off, or the number was removed) or “They stopped texts”. Hover the warning: “Their text didn't reach them — assume they don't know it's their turn. Call their name out loud.”
• That is deliberate, so the display can never tell you somebody was told when they were not — treat it as a prompt to call that person by name.
• Why the history matters. Putting somebody back in the line clears their earlier call from their row, so the row and the ⓘ panel show a clean fresh start.
• The step-by-step view is the only place that remembers they were already called once. Every role can open it.

One more pair worth knowing sits on the status pill itself, not as a banner.

• Reconnecting — your own device is offline.
• Delayed — the live feed dropped and the screen is refreshing itself every 15 seconds instead.
• Either way, nothing is lost and you don't need to do anything.

Messages and options on the Queue page, and what to do.

On a visitor's card, open Contact & messages.

Related: Serving order & fairness · The lobby TV · PIN sign-in & counters