HelpSet up your lineJourneys (multi-stop visits)

Journeys (multi-stop visits)

A journey chains several lines into one guided visit — Reception → Consult → Collect — for a visitor who has to see two people in a row, and the visitor follows the whole thing on a single tracking link.

Owner Where: Journeys 9 min read

One visit, many stops. Instead of re-joining at each desk, the visitor moves through your stops automatically, keeping one number and one page throughout.

A journey moves one visit through named stops in order on a single ticket. Each stop is its own line; if the next stop is closed, the journey pauses — and tells the visitor that the next stop is not open yet, so they should hold.

What a journey is

A journey is an ordered set of stops, each backed by a real line with its own counters, hours and serving rule. It needs at least two stops — one stop is just a normal line. The visitor's first stop is the join itself.

	One stop A normal line	Journey Several stops
What it is	A single serving point	An ordered chain of stops
Best for	One counter, desk or chair	A multi-stop visit (reception → doctor → pharmacy)
The visitor's number	One stop, then done	One number kept across every stop
Stops	1	2 or more
Each stop has its own counters & hours	—	✓

Not sure which you need? If a visit has one desk, keep it one stop.

Building one

Find Journeys in the left-hand menu, under Setup & design — it's owner only, so a manager or staff member won't see the row. You can also just type "journey" into the command palette and press Enter on it.

There are two doors to the same thing.

Where to build a journey

Where	What you do
The Journeys page (owner only)	Press New journey, give it a name, pick the location, then tap lines in the order people pass through them — each tap adds the next stop.
A line's own settings	Open a line and answer How a visit goes — One stop, or Several stops (a journey).

On the Journeys page

Control	What it does
A line already used	Greyed out — the same line can't be two stops.
Move stop earlier / Move stop later	Reorders the stops.
Remove stop	Takes a stop out of the journey.
Notify (on every stop after the first)	On sends a heads-up when the visitor reaches that stop, by the way the visitor follows (WhatsApp or email, or only the tracking page if they left neither). Off makes it a quiet hand-off while the stop is open. The first stop has no Notify — visitors start there.
The Edit, Duplicate and Delete buttons on a journey	They sit right on each journey — Edit is where renaming lives too.

What blocks Save

What you see	What it means
“A journey needs at least 2 stops. Add another line — or if it's a single stop, set the line to one-stop instead.”	You tried to save with fewer than two stops.
“The journey ‘Clinic visit’ already starts at Reception. Two journeys can't start at the same line — start this one at a different line.”	Another journey already starts at that first line. Pick a different line to start from.
“You need at least two lines before you can build a journey — a journey is the order a visitor moves through them”	The location has no lines to chain yet — with a link straight to Go to Locations.

How the line's own setting behaves

Option	What it says on screen
One stop	“Served at one line, then completed.”
Several stops (a journey)	“Moves through lines you set, in order.”

Changing it asks first — “Change how a visit goes?” — because it restructures the line for everyone joining from now on. People already waiting keep their place.
Owners and managers can flip it, unless the owner has switched that off for managers.
On a several-stops line, Add a stop (owner only) creates a whole new line for that stop and puts it at the end of the order, and asks you to name its counter — it can't be saved without one.
The very first stop is fixed — it's the entry, the one people join at, so it can't be moved or removed.
Remove any other stop and the line itself survives — it just stops being part of this journey. The app says “This change applies to new visitors only” — people already on the journey keep the stops they started with.
You can Duplicate a journey to another location — it matches stops by line name, so a stop whose name doesn't exist there is skipped, and you're told how many didn't match.

Deleting a journey

Button	What it does
Delete journey — in a line's settings	Removes the journey, unlinks the stops (“The stops stay as their own lines, but they'll no longer be linked as a single journey”), and puts the entry line back to one stop.
Delete — on the Journeys page	Does exactly the same thing.

Everything about a journey is the owner's to author — build it, reorder it, delete it. A manager can see the journeys at the locations they run, and can flip a line between one stop and several, but doesn't author the journey itself.

Different services, different stops

Not every visitor needs every stop. In a clinic, someone collecting medicine does not need the doctor. Each service can have its own route through the stops, and you set it on one grid.

Example A clinic journey has three stops — Reception, Consultation and Pharmacy. Consultation goes through all three. Followup goes Reception, then Consultation. Medicines goes Reception, then Pharmacy. Report collection stops at Reception. A visitor who picks Medicines never joins the Consultation line.

Open the Line settings of the journey's first stop, and choose Services. Add or rename the journey's services here. The list is kept on the first stop only.
Find Which stops each service goes through. Each row is a service, each column is a stop. “Tick the stops a service passes through. A visitor who picks it is sent only to those stops, in order. Everyone starts at the first stop.”
Tick or untick the stops for each service. Each tick saves by itself and changes exactly one stop. The first stop is always ticked and cannot be changed — “Everyone starts at the first stop”.

Later stops are read-only. A later stop's Services shows Services that pass through here, with a button, Open followed by the first stop's name, that takes you back to the first stop. Only Minutes here can be changed on that stop.
Visitors choose at the first stop. The Join page, the Kiosk and appointments offer the first stop's list.
A visitor with no service goes through every stop, as before.
Nothing changed for lines you already had. Every service started out passing through every stop it already matched by name. Look at the grid before you rely on it.
If a service is on a stop but not on any route, the stop says “Also on this stop, not part of any route”, with the names. They still work by name.

When a stop is closed on a day

Say the Consultation stop is closed on Monday 19 October because the doctors are away. Pharmacy is open.

Who	What happens
A visitor joining or booking for that day	The services that go through the closed stop are greyed out, with a line such as “Consultation isn't available on Mon, Oct 19”. The services that skip it — Medicines, Report collection — can still be chosen.
A visitor booking an appointment	A service that needs the closed stop has no times that day. Other days still show.
Staff adding a walk-in or an appointment	Not blocked. Staff may know better.
You, adding the special day	You are warned: “Some appointments need a stop that is now closed — 3 appointments on 19 Oct need Consultation.” See the appointments opens that day's list. Nothing is cancelled or moved. Contact those visitors or move their appointments.

How journeys behave

Visitors keep their place. When a visitor moves on, the next stop puts them by when they first arrived — they never drop to the back. Someone who arrived at 9:00 and reaches the consult at 9:20 goes ahead of a person who got to the consult at 9:10. Each stop is still its own line, so staff each one for the load it actually sees.
A closed next stop pauses politely. If the next stop isn't open, the journey holds — and the visitor is told to hold, even if that stop's Notify is off. Notify off only keeps the hand-off silent when the stop is open.
Edits apply to new visits. Change a journey and people already partway through keep the version they started on — nobody is ever stranded mid-visit by an edit.
The “waiting” number on each stop counts the whole line — every active person at that stop (waiting, called, being served or on hold), not only the ones on a journey. A walk-in at your pharmacy counter is in that number too.
Serving one is covered separately — sending somebody on, changing their remaining steps, re-checking in a no-show and letting a held-back visitor into a stop are all in Running a multi-stop visit.

Measuring the wait across stops

Their place carries across stops, but each stop's wait clock starts again when they arrive — so someone can wait a fair while at reception, wait again at the consult, and never look "overdue" at either. Each stop only sees its own slice of the wait.

The Measure the wait as setting, in Line settings → Serving order, decides which of those two the max-wait safety net is watching.

Option	What it does
Per stop (the default)	The safety net looks only at how long they've been waiting at this stop. A visitor who waited 25 minutes at reception arrives at the consult with a clock reading zero.
Whole visit	The safety net adds up their waiting across every stop so far, so a long total is noticed even when no single stop looks bad.

On a one-stop line This setting is shown but greyed out, with a note explaining why — "This line has one stop, so there's only one wait to measure. It applies once the line moves through several stops."

Time being served doesn't count, on either setting — a thorough twenty-minute consult is care, not queueing, and it must never push the next person aside.
Time outside your opening hours doesn't count — a visitor back the next morning isn't credited with the overnight, which would otherwise send them straight to the front of a line they'd only just rejoined. A manager's manual pause is different: that time still counts.

Which to pick Choose Whole visit when the promise you make is about the whole appointment — "you'll be out within the hour".

That's the number the visitor is actually counting.
Leave it on Per stop when each stop is staffed and judged on its own.
It never does anything on First come, first served. Every other rule uses it — and leaving Max-wait limit blank doesn't turn it off, it just uses turnda's 20-minute default.

“A journey needs at least 2 stops.” Save is blocked with one stop — add a second stop, or keep it as a single one-stop line instead.

Leaving the editor

Leaving the journey editor with unsaved changes asks you to confirm first.