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 customer who has to see two people in a row, and the visitor follows the whole thing on a single tracking link.

Owner Where: Journeys 6 min read

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

A journey moves one visit through named stages in order on a single ticket. Each stage is its own line; if the next stop is closed, the journey pauses — and tells the visitor, unless that stage's Notify is off.

What a journey is

A journey is an ordered set of stages, each backed by a real line with its own stations, hours and serving rule. It needs at least two stages — one stop is just a normal line. The visitor's first stage 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	A counter, desk or one chair	A multi-stage 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 stations & 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 branch, then tap lines in the order people pass through them — each tap adds the next stage.
A line's own settings	Open a line and answer How a visit goes — One stop, or Several stops (a flow).

On the Journeys page

Control	What it does
A line already used	Greyed out — the same line can't be two stages.
Move stage earlier / Move stage later	Reorders the stages.
Remove stage	Takes a stage out of the journey.
Notify (on each stage)	On sends a heads-up when the visitor reaches that stage. Off makes it a quiet hand-off.
The three-dot button on a journey	Holds Edit, Duplicate and Delete — that's where renaming lives too.

What blocks Save

What you see	What it means
“A journey needs at least 2 stages. 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 stages.
“You need at least two lines before you can build a journey — a journey is the order a visitor moves through them”	The branch 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 queue, then done.”
Several stops (a flow)	“Moves through queues 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 — “A stop is its own line — you'll give it stations next.”
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 flow, and “visitors already on it aren't moved”.
You can Duplicate a journey to another branch — it matches stages by line name, so a stage 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 flow — in a line's settings	Removes the journey, unlinks the stops (“The stages 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 branches they run, and can flip a line between one stop and several, but doesn't author the journey itself.

How journeys behave

Visitors keep their place. When a visitor moves on, the next stage 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 stage is still its own line, so staff each one for the load it actually sees.
A closed next stage pauses politely. If the next stop isn't open, the journey holds — and the visitor is told, unless that stage's Notify is off, in which case the hand-off is silent.
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 stage 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 parked stop back in are all in Running a multi-stop visit.

Measuring the wait across stops

Their place carries across stages, 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 queue 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 stages.” Save is blocked with one stop — add a second stage, or keep it as a single one-stop line instead.