HelpRun the queueTransfer a visitor

Transfer a visitor

Wrong queue, wrong department, or "actually, you want the express counter" — Transfer to another line… moves a visitor without making them rejoin from scratch, and without leaving them waiting at the old line for a call that never comes.

Everyone Where: Queue → a guest's action panel 3 min read

The visitor is told. A transfer sends them a message that they've been moved (if they left a contact and consented), and their tracking link follows the same visit — the link in their hand now shows their place at the NEW line. Nobody is silently re-parked.

1On the old line
Waiting, called, serving, on hold — almost any state
2Transfer to another line…
Optional hand-off note travels with them
3Back of the new line
Fresh wait clock. Priority and emergency status travel too.

A transfer is a move to the back of a new line, not a step sideways.

How a transfer works

Select the guest and press Transfer to another line… — it's available from almost every state (waiting, called, serving, on hold, even parked).

In the transfer window	What happens
Hand-off note (optional)	“Prefers a window seat · already paid · allergy noted” — it shows on the visitor at the receiving line and pings that line's staff, so context travels with the person.

What you see	What it means
The list of lines you can transfer to	Tap one and the move happens immediately.

Anyone who can work the queue can transfer within the same location. One guest can't be transferred — someone mid-journey, whose path is fixed by the journey. The panel offers Send to next stage instead (see Call & serve).

Example A visitor joined the “Repairs” line but actually needs “Collections”. Staff select them, add the note “paperwork already checked”, tap the Collections line.

The visitor gets the “you've been moved” message, their tracker flips to the new line, and Collections sees the note the moment they call them.

Between locations

Moving someone to a line at a DIFFERENT location is off by default. Two conditions must both hold:

Condition	Detail
Allow transfers between locations is on	An owner-only account switch, on the same Settings page as your priority tiers.
The person doing it is the owner	Even with the toggle on, managers and staff only ever see destination lines at their own location, so there's no dead-end click.

A cross-location transfer counts as new intake at the destination, so the destination location must be live (in trial or subscribed) — a paused or lapsed location won't accept transfers in, exactly as it won't accept new joins.

Where they land

What happens	Detail
Fresh clock, back of the line	A transfer is a genuine change of queue — the visitor joins the BACK of the destination with a fresh wait; their time waited at the old line does NOT carry over. If they shouldn't lose their time, don't transfer — hold them instead.
Priority travels	A guest raised to a priority tier or marked an emergency keeps that status at the new line — an emergency stays an emergency.
A closed or full destination parks them, never loses them	If the destination is paused, at its capacity cap, or outside its open hours, the visitor lands in that line's Paused tab rather than a dead queue — and if it's closed by hours, the message they get says the line isn't open right now instead of “head there”, so turnda never sends anyone to a shut door.
They get a new ticket number	In the destination's own series — the board they now watch matches the number in their hand.

If it goes wrong

What you see	Why
The transfer tile is greyed out	There's no other line to send them to (a single-line location, and cross-location transfers off).
You can't see another location's lines in the picker	That's by design — only the owner can move people between locations, and only after switching on Allow transfers between locations.
A transferred guest complains they're “back to square one”	They're right — a transfer restarts the wait; that's the honest trade for joining a different queue.