Every queue has its own settings that do not affect other queues. You edit them from Settings, then Queues, then the queue you want to change.
Wait time estimates
The Wait Time Method dropdown decides how estimates are calculated. There are three choices and no automatic learning beyond them.
- Choose average to base the estimate on recent completed service times. Then set Wait Time Average Count to decide how many entries to include in the rolling calculation.
- Choose service_time to use the Estimated Minutes value on each service. A customer who picks a long service will see a longer wait.
- Choose manual to show one fixed number. Enter it in Manual Wait Minutes.
Capacity fields
Max Capacity is enforced: when that many people are waiting, new joins are blocked until the line shrinks. Daily Service Cap is informational only; use it as an internal target and watch the Waitlist and Analytics pages to stay on track.
Notifications and staff alerts
- In the admin sidebar, open Settings, then Notifications.
- Configure the SMS and email message templates customers receive, and the reply commands they can text back.
- Staff alerts for join and check-in events are configured per queue in the same settings area.
Visibility
Queues have an active flag. If a queue is set inactive, it stops appearing to customers. There is no separate pause button, only the active toggle.
Common problems
- Wait times feel too long or too short. Try switching methods. Start with manual, move to average once you have a day of history.
- Need to stop new joins immediately? Turn the queue inactive. Max Capacity only blocks joins once the waiting count reaches the cap.
- Customers joined the wrong queue. Rename queues with customer-facing words, or use services inside one queue instead of multiple queues.
- Changes did not appear for customers. The public widget and kiosk refresh on their own polling cycle. Give it a few seconds.