You've created your queue following this guide here and customers are joining based on this guide here - what's next?
1. Getting to the Live Queue
Go to the Appointments page to view your calendar.
Select the store/account the virtual queue is attached to - the Live Queue is scoped to whichever store/account is currently selected.
Open the Features menu and make sure the "Virtual Queue" toggle is enabled.
Once enabled, the Live Queue panel appears, showing customers as they join.
2. Reading the Live Queue panel
The Live Queue panel shows a running count at the top (e.g. "2 waiting", or "1 waiting, 1 serving") once someone's been called forward, and lists customers in the order they joined.
Each customer card shows their name, wait time and estimated time. The customer at the front of the list is flagged Next up.
(Note: you cannot currently add walk-ins to the queue so you must ask the customer's to join or join on their behalf. You cannot currently assign customers to a member of staff. We are reviewing these features.)
3. Managing customers - Serve, Skip, Remove
For each customer in the queue, you have three actions, and these can be used in any order, so you're not restricted to only actioning the customer at the top of the list:
Serve = calls the customer forward. They move into a "Currently Serving" section, and multiple customers can be served simultaneously (there's no limit of one at a time).
Skip = moves the customer down the queue, past others waiting.
Remove = removes the customer from the queue entirely.
Serve → Complete or No-Show
Once a customer has been served, you'll see two follow-up actions:
Complete = marks the service as finished and the customer disappears from the queue. This is what feeds the queue's wait-time estimates, so it's worth completing promptly once you're done with a customer.
No Show = used if the customer never comes to the desk after being called forward. There's no fixed timeout for this - it's left to the business's discretion how long to wait before marking someone a no-show.
Remove and No-Show confirmations
Both Remove and No Show are one-way actions, so both trigger the same style of confirmation prompt (e.g. "Remove from queue?") warning that the action can't be undone. Skip, by contrast, doesn't need confirmation since the customer stays in the queue.
4. Metrics (coming soon!)
Everything happening in the Live Queue is already being tracked in the background so we can provide you with a report. However, a dedicated easy-to-access report for businesses is currently in development.
The metrics it will surface include:
Queue engagement - how many customers are joining the virtual queue, to gauge demand and interest in the service.
Abandonment rate - how many customers remove themselves from the queue before being served, to identify where customers are being lost and why (e.g. wait times too long, poor communication, changed their mind).
Successful service rate - how many customers were served and completed successfully, to measure how effectively queued customers are being converted into served customers.
No-show rate - how many customers were called forward but didn't turn up, to understand lost service capacity and whether this points to a communication, timing, or customer commitment issue.
Average wait time - how long customers wait in the queue on average, to assess whether staffing and service speed are meeting customer expectations and to spot opportunities to improve the experience.
Quick recap
Go to Appointments → select the relevant store/account → enable Virtual Queue under Features
The Live Queue panel lists customers in join order
Use Serve, Skip, or Remove on any customer, in any order
After Serve, mark Complete (feeds wait-time estimates) or No Show
Remove and No Show both ask for confirmation first; Skip doesn't
Metrics (engagement, abandonment, service rate, no-show rate, average wait time) are already being tracked - a dedicated report is coming soon!