> For the complete documentation index, see [llms.txt](https://www.oddle.me/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.oddle.me/docs/new-guests/queue/managing-the-queue.md). # Managing the Queue Day-to-Day When queue management is enabled, the Host App's main page is the **Today** page — your team's view of all reservations and walk-in queue entries for the day, side by side. *** ## Queue Statuses | Status | What it means | | ------------- | ----------------------------------------------------------------------- | | **Upcoming** | Guest has joined the queue and is waiting | | **Ready** | Your team has notified the guest — their table is ready | | **Confirmed** | Guest confirmed they're on the way | | **Seated** | Guest has been seated at a table | | **Completed** | Service finished | | **Missed** | Guest didn't show up within your store's Hold Time after being notified | | **Cancelled** | Cancelled by the guest or your team | *** ## The Today Page Upcoming queue entries appear in the list view alongside reservations. Once a queue guest is seated, their entry also shows up in the Timeline and Floor Plan views — the same views your team already uses for reservations. The queue section stays visible even when your queue is closed, so your team can review the day's activity at any time. *** ## Opening and Closing the Queue The queue open/close toggle is in the **Today page** header. Toggle off to stop taking new queue entries — existing entries stay visible and your team can keep working through them. Useful for closing the queue at the end of service, or temporarily pausing during a busy period. *** ## Adding a Customer to the Queue {% hint style="info" %} Guests can also join the queue themselves by scanning the QR code or opening the queue URL — both generated from your admin dashboard. See [What Your Customers See](/docs/new-guests/queue/what-your-customers-see.md). {% endhint %} 1. Tap **Add to Queue** on the Today page. 2. Search for an existing customer by phone or email. If they've been to your restaurant before, their profile auto-fills. 3. If it's a first-time guest, enter their details manually (name and phone required, email optional). 4. Enter party size. 5. Optional: seating preference, staff note. 6. Save. The guest is assigned a queue number based on their party-size bucket. The guest receives a WhatsApp (or LINE for Taiwan) notification confirming their queue number and position. *** ## Reordering Drag entries up or down to change their position in line. Useful when: * A VIP or regular shows up and your team wants to prioritise them * A small party can be seated faster than a large one waiting longer * A no-show needs to drop down the order {% hint style="warning" %} When you move a guest up, the number of groups ahead shown on other guests' queue tracking pages will increase accordingly. Use reordering with caution. {% endhint %} *** ## Notifying — Table Ready When a table opens up: 1. Find the next entry in the appropriate party-size bucket. 2. Tap **Notify**. 3. The entry status moves to **Ready**. 4. If Automated Calls are enabled, the guest receives a phone call first; if the call is missed or calling is off, a WhatsApp (or LINE for Taiwan) message is sent. 5. The missed-threshold timer starts. If the guest confirms, a green **Confirmed** badge appears on the card. If the automated call wasn't answered, a red **Missed call** badge appears and a Whatsapp message will be sent. *** ## Seating When the guest arrives, tap **Seat** on their queue card. The entry moves to **Seated**. *** ## Cancel Tap **Cancel** on a queue entry at any point to remove a guest — if they've left, changed their mind, or your team needs to clear them. The entry status updates to **Cancelled** and is no longer shown on the Today page. ## Missed If a guest hasn't been seated within your store's **Hold Time** after being notified, their entry automatically moves to the **Missed** tab. Configure this in **Settings > Queue Management**. If the guest shows up later, your team can either tap **Rejoin** to put them back in the queue, or tap **Seat** to seat them immediately. Cancelled and missed entries still count as captured customer profiles in your database, so even no-shows can be remarketed to later. *** ## Staff Notes Each queue entry has a free-text notes field, visible to your team. Use this for things like: * "Birthday party" * "Will return after parking" * "Allergies — see ticket" * "Prefers booth seating" Notes don't go to the guest. They're for team visibility only. *** ## Status Badges | Badge | Meaning | | ----------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Confirmed** (green, thumb-up) | Guest tapped Confirm after being notified. Shows time-ago — *Confirmed*, *Confirmed · Just now*, or *Confirmed · Xm ago* — so your team can see how long ago they replied. | | **Missed call** (red, phone-missed) | The Automated Call wasn't answered. Shows attempt count and time — *Missed*, *Just now*, or *Xm ago (Nx)* where N is the number of call attempts. | | **Walk-in** | Anonymous queue entry without a phone match. | Both time-ago badges refresh automatically every minute, so your team always sees the latest state without needing to reload. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://www.oddle.me/docs/new-guests/queue/managing-the-queue.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.