HelpSet up your lineStaff latitude & flags

Staff latitude & flags

Queue rules set how much latitude staff have when they serve — from strict order to full freedom — and flags let them label a visitor for awareness without ever changing the order.

Owner & Manager Where: Locations → Line settings → Staff controls 2 min read

Tune it to your team. A trusted floor team works well with freedom on; a high-volume or audited setting may prefer strict order. These are per line, so you can differ desk to desk.

How much freedom staff get

Setting	What it does
Let staff serve out of order	Allows calling a specific person instead of strictly the next in line. Off (the starting setting) means each line keeps its own order. Staff can still use Grab & call to take a visitor from another counter or line, with a reason.
Let staff grab & call a visitor from another counter or line	On to begin with. Lets someone take a visitor who is called or held at another counter, or who is waiting in another line, and call them to their own counter. They must say why (Colleague stepped away, Colleague asked me to, Visitor came to my counter, Urgent, or Other with a short note), and the Activity log keeps it. A visitor who is already being served can't be grabbed this way. It is the visitor's line that decides: off means that line's visitors cannot be taken.
Staff can change a visitor's journey	On to begin with. Staff on this line can add, skip or reorder the next stops of a multi-stop visitor. Off: only managers and the owner can.
Staff can call this stop from their My stops screen	Off to begin with. On: a member of staff who serves several stops can call visitors for this stop from their own My stops screen. Owners and managers always can. Off: a stop they already ticked shows greyed with “Your owner turned this off for staff”.
Send re-queued visitors to the back	On to begin with. Decides whether a visitor put back in line goes to the back, or keeps their original spot. A priority visitor is the one exception — they keep their place near the front either way.

Idle sign-out

Sign a server out of their counter after (minutes idle) frees a counter automatically when someone forgets to sign out — so an abandoned counter doesn't sit "staffed" on your dashboard. The default is a gentle 15 minutes.

Flags

Flags are reusable coloured labels staff put on a visitor — awareness only. They're never shown to the visitor and never change the serving order.

What you set	What it means
A name (e.g. “Wheelchair”, “Allergy”)	What the flag is called.
A colour	The colour of the label staff see on the visitor in the Queue.
Scope	This line only, or every line in the account — only the owner can choose every line; a manager adds flags for this line.

Virtual counters

Below Flags, Virtual counters are named places a visitor waits that are not a counter — for example “Waiting for blood results”. You make a list for each line. Staff put someone on hold there and bring them back when it is ready.

Want someone served sooner? A flag won't do it — flags are for awareness. Use a priority tier or an emergency to actually move someone up.

Queue rules (staff latitude)

6 settings

Control type Setting What it does Default Affects

Let staff serve out of orderStaff controls · Toggle Allow calling a specific person instead of the next in line. Off = strict order. Off Staff

Let staff grab & call a visitor from another counter or lineStaff controls · Toggle Allow taking over a visitor being served/held at a different counter. On Staff

Staff can change a visitor's journeyStaff controls · Toggle On: any staff member at the location can add, take out, put back and reorder the steps a multi-stop visitor has still to do, and change which counter a future step uses. Off: only managers and the owner can. Steps already done, and the one the visitor is at now, can never be changed either way. It is read from the line the visitor is in at the moment. On StaffTracking page

Staff can call this stop from their My stops screenStaff controls · Toggle On: a member of staff who serves several stops can call visitors for this one from their own My stops screen. Owners and managers always can. Off: a member of staff who already ticked this stop sees its card greyed with “Your owner turned this off for staff”; nothing else changes for them. Off for every business until you turn it on, so staff work as they do today. Off Staff

Send re-queued visitors to the backStaff controls · Toggle When a no-show/completed visitor is put back, send them to the back (on) vs keep their spot (off). On LineStaff

Sign a server out of their counter after (min)Staff controls · Number Frees a counter automatically if someone forgets to sign out. Range 1–1440. 15 Staff

Flags & banner

3 settings

Control type Setting What it does Default Affects

Virtual countersStaff controls · Text Named places a visitor waits that are not a counter, such as “Waiting for blood results”. You make a list for each line and name each one yourself, up to 60 characters; the visitor reads the name on their tracking page. Staff park a visitor at one from the Queue and bring them back with “Call to my counter” or “Back in line at their place”. A virtual counter someone is still waiting at cannot be removed. Anyone still waiting at the line's closing time is closed for the day. — StaffTracking page

FlagsStaff controls · Text Reusable coloured labels staff put on a visitor — awareness only, never shown to the visitor, never change order. — Staff

Running-late bannerVisitor page & privacy · Text A free message shown on the TV and every tracking link — no WhatsApp or email sent. Blank Lobby TVTracking page

Owner & Manager can change all of these. Every row names the Line settings tab the control is on — open Locations → your line → Line settings and pick that tab. Defaults and ranges are checked against the running product on every build.

Related: Priority tiers