1. Check the customer details
Open the queue and review the party's name, contact method, waiting time, and any operational notes.
2. Call the customer
Select Call on a waiting entry. WaitQ moves it to the called state and sends the configured notification when a valid channel is available. SMS and WhatsApp use credits; email is free. If the account has no SMS or WhatsApp credits left, the call notification falls back to email when the customer has an email address.
If two staff members press Call at nearly the same time, WaitQ accepts one call and tells the other that the customer was already called. The duplicate action does not send or charge for a second notification.
3. Confirm the result
Once called, the entry shows the time since the call and replaces Call with Mark as Checked-in and Mark as No-show. When the customer returns, select Mark as Checked-in. On queues that use a floor plan, this opens Choose a table so you can seat the party.
4. Handle a follow-up
A called entry has no second Call button, so WaitQ does not send repeat calls. If the customer needs a follow-up, open the entry and check Activity to see whether the original notification was sent, confirm the contact details, and use an agreed alternative when appropriate.
Only return a completed or no-show visit to waiting when you are genuinely reopening that visit. Reopening starts a new call cycle; the next successful call can send one new notification. Do not reopen an entry merely to retry a failed message.