Sometimes a customer misses their turn, gets marked as a no-show, and comes back later. For example, a guest at a brand activation steps away when they're called and returns twenty minutes later. You don't need to add them again. Reopen their original visit, so their number, details and history stay together.
1. Find the customer
- Open the queue.
- Switch the status filter from Waiting to No show.
- If they missed their turn on another day, use the date arrows to go to that day. You can also search by number, name or phone.
2. Open their visit
Click the customer's row to open Visit Details. The status at the top shows No show, and Activity shows when they were called and when they were marked as a no-show.
3. Change the status
Click the No show status and choose what happens next:
- Showed when you're serving them straight away. The visit is recorded as served and leaves the no-show list.
- Waiting when they need to wait for their turn again. They go back into the active queue with their original number, and you call them as usual when you're ready.
Calling a reopened visit sends one new notification. On SMS or WhatsApp, that message uses a credit.
Good to know
- Use Showed or Waiting only when the customer is really back. To check whether your call message was delivered, look at Activity instead of reopening the visit.
- Cancelled and archived visits can't be reopened. If the customer was cancelled, add them again with Add to queue.
- Agree with your team on how long you wait before marking someone as a no-show, so late arrivals are handled the same way on every shift.
See also How to call and recall a customer, How to update a queue customer's status and How to find previous entries in queue history.