HelpRun the queueWalk-ins, notes & flags

Walk-ins, notes & flags

Beyond calling and serving, every live guest 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.

Everyone Where: Queue → a guest's action panel 5 min read

Everything here is staff-only. Notes and flags are never shown to the visitor, and they're auto-deleted with the visit — turnda treats them as your team's working memory, not the visitor's record.

Add a walk-in

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 phone 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.

On the form	What happens
Name	Optional — a walk-in can stay anonymous.
Phone or email	Optional — add it to message them when they're up. Typing something here ticks Message them updates (you're up + tracking link) automatically. Untick it and the contact is not kept at all — it isn't quietly stored for later.
Service	Which service they're here for, with No specific service at the top. Only appears when this line offers services.
Add to line	They join in fair order, exactly as if they'd scanned the QR themselves. No queue-jumping by the back door.

You don't type a phone number's country code from memory. If it's missing you're told — “Please enter the WhatsApp number with its country code, starting with + (for example +1, +44 or +234).”
One person per walk-in. The counter form adds a single visitor — there's no “party of four” box here. If your line asks visitors how many are with them, that's asked on the join page they fill in themselves.

“We couldn't load this line's services, so this visit will be saved without one.” That yellow note means one thing only — the service list didn't load. Do not make somebody wait at the counter because of it.

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.

Add walk-in greyed out? The line isn't live yet — hover it and it tells you why.

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 subscription is paused or never started.
The free trial has ended.
The account is closing.

Private staff notes

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

Where you see it	Detail
The dialog says it plainly	“A private staff note on this visit — never shown to the visitor, auto-deleted with the visit.”
Who sees the note	Whoever serves them, including a line you transfer them to.

There is one note per visit, and saving replaces it. It is not a running log — a second note types over the first, so add to what's there rather than starting again.

It's also the SAME note the visitor may have written for you on the join form, so you may find one already filled in.
The note shows in full inside the ⓘ About them panel, and the guest's row in the list carries a small Note marker so you know to look.

Flags & priority

Two different tools that are easy to mix up.

	Flag	Priority tier / Emergency
What it does	Puts a reusable coloured label on a guest, visible to staff at every station.	Moves the guest ahead of ordinary walk-ins in the serving order.
Changes serving order?	—	✓
Visible to the visitor?	—	—
Where it's set up	Line settings → Staff controls → Flags. Account-wide flags are the owner's to create; a line-only flag can be added by a manager there.	Settings → Priority tiers (account-wide), switched on by the owner.
The tile	Flag	Raise to {tier} (or Mark emergency, which outranks every tier)

Flags are awareness. Priority changes order.

Two dialogs say it in their own words

Tool	What the dialog says
Flag	“A coloured awareness flag — visible to staff on every station, never to the visitor. It never changes serving order.”
If the picker is empty	“No flags set up yet. Add some in Line settings → Flags.”

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

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

Example. A clinic flags a patient 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.

Re-send the link & report an issue

You press	What happens
Re-send tracking link	Sends the visitor their tracking link again (they need a contact on file). Nothing is sent automatically when someone joins — joining lands their phone on the tracking page directly.
Report issue	For when a visit genuinely misbehaved (“called twice and never marked served”) — describe what happened and send it. It bundles that visitor's full timeline with your report so support can see exactly where it broke — no screenshots, no timestamps from memory.

The one automatic message per visit is the “almost up” heads-up. This tile is how you deliver the link when someone lost it or joined at the desk.
Report issue goes to turnda; it is not a note about the guest — use Add note for that.

Keeping a record for yourself Inside that same Report issue window, at the bottom, sits Download journey (PDF) — a file of everything that happened to that visit: when, what, at which counter and by whom.

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

Only an owner or a manager at that branch sees the download button. It isn't shown to staff at all. If you're staff and need the file, ask a manager to take it.

If it goes wrong

What you see	Why
The flag picker is empty	No flags exist yet — an owner or manager creates them in Line settings → Staff controls.
No Raise to {tier} tiles	No priority tiers are switched on for the account.
Can't find where to take a flag OFF	It's not a tile — open the ⓘ About them panel and tap the × on the flag.
Re-send tracking link said nothing was sent	It tells you which of two reasons it is — this guest gave no phone or email (they can still follow the link already on their screen), or confirmation messages are switched off for this line's channel.