HelpRun the queueTransfer a visitor

Transfer a visitor

Wrong line, 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 visitor's action panel 4 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 put on hold.

1On the old line
Waiting, called, 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 visitor and press Transfer to another line… — it's available from almost every state (waiting, called, on hold, even held in a Paused tab).

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. A visitor part-way through a multi-stop journey can only be transferred to another line at the same location (never another location). Send to next stop is the usual move instead (see Call & serve).

Transfer sends YOUR visitor to someone else; Grab & call is the opposite — you take a visitor who is with a colleague, or waiting in another line, to your own counter, without moving them between lines (they keep their number and their place). Use Transfer when the visitor is in the wrong line; use Grab & call when the right line is fine but you need to see them now.

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 tracking page flips to the new line, and Collections sees the note the moment they call them.

Taking a transfer back

Moved the wrong person? For a few minutes (five by default) the visitor's row at the new line offers Send back. It asks to confirm, naming the visitor, and says they will leave this line and go back to the first one, at their original place. Press Send back to confirm, or Keep them here to leave things as they are.

When it is offered	When it is not
The visitor is still waiting (or held in a Paused tab) at the new line, and the few minutes have not passed.	They have already been called at the new line (the move has been acted on), the few minutes have passed, or their first line has since been closed. The screen says which.

If the visitor could not be told about a move (they left no contact, did not agree to messages, or the message was switched off), the app says “They were moved to another line and we could not tell them — say their ticket number out loud at the counter.”

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, or a manager of BOTH locations	A manager can move a visitor between two locations they both manage. Staff, and a manager who runs only one of the two, see the other location's lines greyed out with the reason beside them, so there's no dead-end click.

A cross-location transfer counts as new intake at the destination, so the destination location must be taking new visitors — a location that is paused (for example because the business has used all its visits for the month) 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 line — 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 visitor 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, it is greyed out with the reason. An owner or manager can still choose Send anyway and confirm — the visitor then waits in that line's Paused tab rather than hitting a dead end — but staff cannot send anyone there. 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 display 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).
Another location's lines are greyed out in the picker	They show dimmed with the reason underneath — only the owner, or a manager of both locations, can move people between locations, and only after the owner has switched on Allow transfers between locations.
A transferred visitor complains they're “back to square one”	They're right — a transfer restarts the wait; that's the honest trade for joining a different line.