Notification Types
The Queue app supports three notification types, each serving a specific purpose in the customer wait experience.
The join confirmation is sent immediately when a customer enters the queue. It tells them their queue position and estimated wait time. This message sets expectations and confirms that their entry was received.
The approaching notification is sent when the customer is a few positions from the front. The exact trigger — two positions, three positions, or a time threshold — is configurable. This gives the customer time to return to your location.
The turn notification is sent when it is the customer's turn to be served. This is the final alert telling them to check in with your staff.
Customizing Messages
Each notification type has a message template that you can customize. Templates support dynamic placeholders that are replaced with real values when the message is sent.
Available placeholders include the customer's first name, their current queue position, the estimated wait time in minutes, your business name, and your queue name. Use these to create messages that feel personal and informative.
Keep messages short. SMS has a 160-character limit for a single segment — longer messages may be split into multiple segments by the carrier. Aim for under 120 characters to ensure the entire message appears in a single notification on the customer's phone.
Timing Configuration
The join confirmation is always sent immediately — there is no timing to configure.
The approaching notification timing depends on your business. A restaurant where customers are typically nearby might trigger it at two positions away. A clinic where patients may have left the building might trigger it at four or five positions. Adjust this based on how far away your customers typically wait and how long it takes them to return.
You can also set a cool-down period between notifications to prevent customers from receiving multiple texts in rapid succession if the queue moves quickly.
Troubleshooting Delivery
If customers report not receiving notifications, check these common causes.
The phone number may be incorrect. The most common issue is a mistyped phone number during queue entry. If your staff adds customers manually, double-check the number.
The customer's carrier may be filtering short code messages. Some carriers block messages from unfamiliar short codes. The customer may need to enable messages from short codes in their phone settings.
The notification log in your dashboard shows the delivery status of every message sent. Green means delivered, yellow means pending, and red means failed. The failure reason is shown for failed messages — typically an invalid number or carrier rejection.