Table of Contents
Queue
The queue page displays customer ticket titles within the wait stage they currently occupy. Agents interact with the queue page most frequently as it is where staff may serve customers, move customers them between stages, place customers on hold, and add or remove customers from the queue entirely.
The queue page also displays a location's desks and the staff and customers currently occupying them. If enabled in Workflow Settings, Agents may assign themselves, or be assigned, to a desk on the queue page.
This guide covers how to use the queue page for staff of all permission roles. Refer to Queue Settings: Queues Page and Queue Settings: Workflow Settings Page for Manger and Admin specific functionality.
Access the Queue Page
Select Queue from the Left-Hand Navigation
Serving Tickets
Serve an In-Person or Phone Meeting Ticket
Select the Next Customer button at the top of the page to assign the next ticket to yourself. The customer will be notified to come to your desk (if the meeting type is in person) or to expect a phone call imminently (if the meeting is by phone)
Serve an Online Meeting Ticket
Select the Next Customer button at the top of the page to assign the next ticket to yourself.
Select the Meet Online button at the top of the page
Select the preferred meeting platform from the dropdown menu (Microsoft Teams, Google Meet, or Zoom)
Follow the prompts to generate the meeting link.
Select the Join Meeting button. The customer will immediately be sent a link to also join the meeting.
Complete a Ticket
Method One: Done Button
When customer interaction is complete, select the customer then select Done or Done & Assign Next Customer button at the top of the page
Method Two: Ticket Popup Menu
When customer interaction is complete, select the customer then select Done from the popup menu to complete the ticket
Create a Ticket on a Customer's Behalf
To create a ticket on behalf of a customer so they may join the queue:
Select the Add Customer button at the top left of the page
Complete the relevant and mandatory fields
Select the Add Customer button
View/Edit the Details of an Active Ticket
Select the ticket you'd like to view/edit
Select Ticket Details from the popup menu
View or edit the ticket then select Save
Remove a Ticket from the Queue
Select the ticket you'd like to delete
Select Remove (No Show) or Remove (Cancelled) button from the popup menu
Add a Note to a Ticket
Select the ticket you'd like to add a note to
Select the Note button from the popup menu
Enter the desired text then select Save. The note will appear on the ticket title in the queue page
Transfer a Ticket
Select the ticket you'd like to transfer
Select the Transfer button from the popup menu
Select the location, queue, and service type you'd like to transfer the ticket to
Select Transfer
Send a Custom SMS to a Customer
Select the ticket you'd like to send a message to
Select the Send Message button from the popup menu
Enter the message then select Send
Place a Ticket On Hold
Select the ticket you'd like to place on hold
Select the More Time (Hold in queue until response) button from the popup menu
Add a Waiver/Form to a Ticket
Select the ticket you'd like to add a waiver/form to
Select the Waiver/Form button from the popup menu
Increase or Decrease the Priority (Position) of a Ticket
Select the ticket for which you'd like to change the priority
Select the Increase Priority button or Decrease Priority button from the popup menu
Assign Yourself to a Desk
Select Select Desk at the top right of the page
Select the desk you wish to assign yourself to
Unassign Yourself from a Desk
Select Desk (You) at the top right of the page
Select Remove from Desk
Filter Queue by Service Type
To show or hide specific service types on the queue page:
Select Service Type at the top middle of the page
Select the service type(s) you wish to see on the queue page
Select OK
Advanced Functions
The following queue page functions are available to Admins and Managers via the vertical ellipses at the top of the page:
Send Alert to Customer
Send SMS to multiple tickets filterable by status and/or queue
Send Alert to Upcoming Appointments
Send SMS to multiple appointment tickets filterable by date and/or service type
Bulk Cancel Appointments
Cancel multiple appointment tickets (and send an optional SMS) filterable by date range and service type
Turn Queue Off/On
Disable a single queue or multiple queues of a location so no new customers may join, and optionally choose to automatically re-enable the queue the next business day
Cancel All Tickets
Cancel all active tickets in all queues of a location. Appointments not yet in the queue are not affected.
Part 2: Appointments
Appointments are blocks of time in which staff meet with customers at a predetermined time. The appointments calendar is where staff may book, edit, delete, and view customer appointments. The appointments calendar is staff-facing only. For information on the customer-facing booking calendar, refer to View & Customize the Customer-Facing Site.
Book an Appointment on a Customer's Behalf
Navigate to Appointments on the left-hand navigation menu
Select Appointments at the top right corner of the screen
Select the + button in the top left corner of the screen to open the booking calendar window
Select a service type (if required)
Select a staff member
Select a date
Select a time; the Customer Details will open
Enter the relevant customer information then select Save. The appointment should now be visible on the Appointment Calendar
Edit an Appointment
To edit or delete an appointment, select it on the appointment calendar and the appointment edit window will open. Modify or delete as necessary.
Part 3: Availability
Availabilities and unavailabilities are blocks of time that staff input to tell WaitWell when they are able or unable to take appointments for either an ongoing basis (permanent availability/unavailability) or within a specific date range (temporary availability/unavailability).
An availability/unavailability may always extend beyond a location's regular business hours but by default this will only be reflected in the staff-facing calendar and therefore only staff will be able to book these appointments. To extend all appointment availabilities beyond a location's regular business hours that can also be visible and bookable on the customer-facing calendar, refer to Appointment Settings.
Create an Availability
Navigate to Appointments on the left-hand navigation menu
Select Availabilities at the top right corner of the screen
Select the + button in the top left corner of the screen to open the availability edit window
Enter a title for the availability
Select which queues and service types the availability
Choose if the availability is for a specific date range or ongoing
Set the times and dates of the availability
Select the staff member the availability applies to. You may only select one staff member per availability. If you do not choose a staff member, the availability will apply to all staff at that location who don't already have a designated availability within the same time period.
then select Save. The availability should now be visible in the Availability Calendar
Edit or Delete an Availability
To edit or delete an availability, select it on the availability calendar and the availability edit window will open.
Important Note: Deleting an availability will not delete existing appointments. Existing appointments must be canceled or rescheduled manually.
Unavailability
If a staff member has no availability, customers may not book appointments with them, even if they have not created unavailability. Therefore, unavailability is typically only used in specific date mode as a means of blocking off small chunks of an ongoing availability (e.g. for a doctor's appointment) to avoid having to alter or delete it.
Create/Edit/Delete an Unavailability
Follow the same steps to create an availability or edit or delete an availability except in Step 4, select Unavailable Time instead of Available Time.
Part 4: Staff Account Page
The accounts page provides all staff with options to customize the look and functionality of their individual account across devices.
Select Accounts from the left-hand navigation.
Select Preferences from the popup menu that appears:
Configure Account Preferences
Dark Mode
Sets the background to black and the text to white:
Push Notifications
Choose from a variety of optional notifications to be pushed to your device:
Other Notifications
Choose from a variety of optional SMS and email notifications to be pushed to your device:
Queue/appointment join alerts via SMS
Queue/appointment join alerts via email
Appointment arrival alerts via SMS
Appointment arrival alerts via email
Appointment status change notifications (creation, rescheduling, cancellation)
Note: SMS notifications require phone number verification and recent system login.
App Integrations
If your organization has any integrations configured as part of their WaitWell subscription, you may connect your account here. Check with your admin to see if your organization is subscribed. Examples include Zoom, Google, or Outlook:
