Walk-ins, notes & flags

Beyond calling and serving, every live visitor carries a small set of always-available tiles — add context for your team, move someone up when it's warranted, and get help when a visit went sideways. This is that toolbox, plus how to add someone to the line by hand.

Someone at the counter without a phone, or who'd rather you did it? Press Add walk-in in the Queue header.

• Staff also have it in the top bar's “+” quick-actions menu (on a narrow screen those rows move into the account menu instead).
• Owners and managers add walk-ins from the Queue page.
• The form is deliberately tiny, and every field is optional.

• You don't type a phone number's country code from memory. If it's missing, a note under the box says so before you add anyone — “Add the country code — the bit that starts with + (for example +1, +44 or +65).” It is only checked when the contact will actually be messaged.
• One person per walk-in. The counter form adds a single visitor. If your line asks visitors how many are with them, a How many people counter appears on the form so you can enter the real party size; otherwise it adds one.

• The name, the contact and Add to line all still work, and the person joins properly.
• They're simply saved without a service, which you can sort out later.

• If the button works but the save is refused, the sentence names the real reason, and each has its own fix.
• Outside opening hours.
• New joins paused.
• At its capacity limit.
• The line is retired.
• The business has used all its visits for the month, so new joins are paused.
• The account is closing.

Add note attaches a short note to the visit — “needs wheelchair access”, “paid in cash”, “window seat”.

• What the visitor wrote for you on the join form is one more line in the same list, labelled “From the visitor”. Staff cannot remove it.
• The visitor's row carries a small count of notes and the latest one, so you know to look.

Two different tools that are easy to mix up.

Flagged visitors also become filterable — chips appear above the waiting list. See Staff latitude & flags.

• Picked the wrong priority tier? The same visitor then shows Remove {tier}, which puts them back in normal order.
• Mis-tapped Mark emergency? The same visitor now shows Remove emergency — one click back to normal.

Example. A clinic flags a visitor amber “translator needed” so whichever room calls them is prepared — their place in line doesn't move. A minute later a chest-pain case walks in — Mark emergency, and they're next, full stop.

Two tiles on a live visitor's panel — Change contact and Contact & messages — open the same window. It answers what a desk is asked when somebody says “I never got the message”: where do we reach them, what did we send, and can I send it again. Anyone who can serve that visitor at that location — staff, a manager or the owner — can use it; a person at another location cannot.

• The old address is kept for your records. The Activity log reads “Contact changed from … to … by …, at the visitor's request”. When that visitor's data is erased, the old address in that entry is erased with it and the entry says so.
• Every message turnda has sent to this visitor is listed — which message, on which channel, to which address, when, and what became of it — with a count line such as “4 sent · 1 failed”.
• WhatsApp only works for 24 hours after the visitor last wrote to you. Outside that window Re-send is greyed out and the window says why, then offers Change to an email address — or show them their QR code at the counter. turnda never sends a paid WhatsApp template to get round this.

• A visitor who gave a contact when they joined already gets their place-in-line message and the “almost up”The one automatic message per visit — sent when a visitor reaches your line's heads-up position (position 1 by default), with their number and tracking link. heads-up by themselves. This tile is how you deliver the tracking link again when someone lost it or joined at the desk.
• Report issue goes to turnda; it is not a note about the visitor — use Add note for that.

• It's the one place to find it — if you want the record without reporting anything, open Report issue and take the download.

Related: Priority tiers · Staff latitude & flags · Serving order & fairness