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Walk-ins and appointments
Two kinds of customer, one queue. How each gets in, and who can put them there.
The two visit types
Walk-in
Someone who turned up without a booking. They join the back of the queue and are served in arrival order.
Appointment
Someone with a booked time. They check in on arrival and are placed against their slot rather than the back of the line.
Asking which one they are is optional. Turn the visit-type question on and customers pick for themselves when they scan; leave it off and everyone joins as a walk-in.
Adding a customer yourself
- 1
Press Add Customer
On the queue board. This is the button for anyone who cannot or will not scan — no phone, no signal, or simply would rather you did it. - 2
Choose walk-in or appointment
You get both options regardless of whether customers are asked the question themselves. Staff always get the full choice. - 3
Enter their name and party size
Party size matters if you seat groups. The name is what you will see on the board when you call them. - 4
They join the same queue
Marked as added by staff, so you can tell at a glance who is tracking their own position and who is waiting on you to call their name.
Late for an appointment is not the same as absent
An appointment that checks in up to 30 minutes after its slot keeps that slot and is flagged as running late, rather than being pushed to the back. Someone stuck in traffic does not lose their place.
What changes between the two
| Control | What it does |
|---|---|
| Position | A walk-in goes behind everyone already waiting. An appointment is placed against its booked time. |
| Wait estimate | A walk-in is told how long the people ahead will take. An appointment is measured against its slot. |
| Arriving late | A walk-in cannot be late, they arrive when they arrive. An appointment has a 30-minute grace window. |
| Who can create one | Customers create either by scanning, if you ask the question. Staff can always create either. |
Position
A walk-in goes behind everyone already waiting. An appointment is placed against its booked time.Wait estimate
A walk-in is told how long the people ahead will take. An appointment is measured against its slot.Arriving late
A walk-in cannot be late, they arrive when they arrive. An appointment has a 30-minute grace window.Who can create one
Customers create either by scanning, if you ask the question. Staff can always create either.
Common questions
Running several staff at once? Appointments and walk-ins can be spread across separate lanes. See providers and lanes.