What is a Queue
A queue is a digital waiting line for your business. It replaces the paper sign-in sheet or the host's mental list of who is waiting.
Each queue has a name, operating hours, and configuration options. A restaurant might have one queue for its dining room. A medical clinic might have separate queues for walk-in appointments and scheduled visits. A barbershop might have one queue per barber.
You can create as many queues as your business needs. Each one operates independently with its own settings, notifications, and customer-facing entry point.
How Customers Join
Customers can join your queue in several ways.
QR code scanning is the most common method. Print your queue's unique QR code and place it at your entrance. Customers scan it with their phone camera, enter their name and phone number, and they are in the queue.
Web link sharing works the same way but through a URL instead of a QR code. Share the link on your website, Google Business Profile, or social media.
Staff-assisted entry is for walk-in customers who prefer not to use their phone. Your staff adds them to the queue from the dashboard, capturing their name and optionally their phone number for notifications.
The Dashboard
The queue dashboard is the command center for your staff. It shows every customer currently waiting, their position, how long they have been waiting, their party size, and their notification status.
The dashboard updates in real time. When a new customer joins, they appear immediately. When someone is served or leaves, the list updates and positions recalculate.
From the dashboard, staff can serve the next customer, mark no-shows, reorder entries when needed, add notes to a customer's entry, and manually send notifications. The most common workflow is simply tapping Serve Next as each customer is ready.
Notifications
SMS notifications are the core of the customer experience. The system sends three messages by default.
A join confirmation goes out immediately when a customer enters the queue. It includes their position and estimated wait time.
An approaching notification goes out when the customer is two or three positions from the front. This gives them time to wrap up what they are doing and head back.
A turn notification goes out when it is their turn. This is the final alert telling them to check in with your staff.
You can customize the content of each message, the timing of the approaching notification, and whether notifications are enabled at all. Some businesses prefer to use the dashboard without SMS for very short waits.
Analytics
The Queue app tracks key metrics automatically. Average wait time, throughput per hour, walkaway rate, peak times, and service duration are all available in the analytics section.
This data builds over time. After a few weeks of operation, you will see clear patterns in when your business is busiest, how long customers actually wait versus how long they are willing to wait, and how your staffing levels affect throughput.
Use this data to adjust staffing schedules, set more accurate wait time estimates, and identify operational bottlenecks before they become customer complaints.