Platform Documentation

ScanQueue Platform Documentation

ScanQueue is a digital queue management platform that allows businesses to manage customer queues efficiently while providing customers with real-time updates on their position and wait times.

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Real-World Use Cases

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Complete configurations, workflows, and results from real business scenarios.

"The Rustic Table" - Busy Weekend Brunch Spot

Challenge: 45-minute weekend wait times, customers leaving due to uncertainty, staff overwhelmed with manual waitlist management.

Platform Configuration

Avg Service Time45 min

Max Queue Size30

Party Size CalculationON

Ready-Soon Alert5 min before

Customer Form Fields

Name for reservation*

Party Size*

Mobile Number*

Dietary requirements or special occasions

Services Setup

50 min

Indoor Dining

Full-service indoor experience

45 min

Patio Seating

Al fresco dining

25 min

Quick Bite (Bar)

Bar seating, limited menu

Custom Messages

Waiting Screen

You're on the list!

Explore our menu while you wait. We'll text you when your table is ready.

Called Screen

Your table is ready!

Please check in with the host within 5 minutes or your table may be reassigned.

Customer Workflow

Customer scans QR code at entrance → Joins queue with party size

Receives welcome SMS with tracking link

Can browse menu, walk around nearby shops

Gets "almost ready" SMS 5 mins before

Gets "table ready" SMS → Returns to restaurant

Expected Results

40%

reduction in walkouts

25%

increase in bar sales

2+ hrs

staff time saved daily

“Turn wait time into wine time.”

Jump to:Use Cases Staff/Business Customer Multi-Service & Counters Workflows Configuration Security

Staff/Business Side

1. Dashboard (/dashboard)

Queue Management Tab

The main operational hub for managing your queue in real-time.

Features:

Feature	Description
Real-time Queue View	Live view of all customers with connection status (Live/Synced/Connecting)
Queue Statistics	Total waiting, total being served, average wait time, estimated wait for next
Queue Delay Control	Add/remove extra minutes to all wait estimates in 5-minute increments
Currently Serving Panel	Shows customers being called with actions: Mark Served, No Show, Return to Queue
Next Up Panel	Shows next customer with "Call Next" button
Waiting List	Grid of all waiting customers with full action menu

Queue Actions:

Action	Description
Call Next	Moves first waiting customer to "called" status, triggers SMS notification
Mark Served	Completes customer service, removes from queue
Mark No Show	Customer missed their turn, removes from queue
Remove	Removes customer entirely from queue
Return to Queue	Moves called customer back to front of waiting queue
Move Up/Down	Reorder customers by swapping positions with adjacent entry
Add Walk-In	Manually add customer who didn't scan QR code

Reports Tab (Analytics)

Metrics Available:

Daily/weekly/monthly customer volumes
Average wait times (today vs weekly comparison)
Customer success rate (served vs no-shows)
SMS usage and costs
Peak hour and peak day analysis
Service efficiency metrics
Export to CSV for external analysis

Subscription Tab (Billing)

Plan Tiers:

Plan	Price	Daily Limit	SMS Included
Starter	Free	50/day	25 (trial)
Growth	$99/mo	500/day	500/mo
Pro	$249/mo	2,000/day	1,400/mo
Enterprise	Custom	Unlimited	2,800+/mo

Management Options:

View current plan and status
Upgrade/downgrade plans
Access Stripe billing portal
Cancel or reactivate subscription

2. Settings (/settings)

Business Profile

Setting	Description
Business Name	Your company/venue name
URL Slug	Custom URL: scanqueue.com.au/join/{slug}
Description	Shown to customers on join page
Phone Number	Contact number
Address	Business location

Queue Configuration

Setting	Description	Range
Avg Service Time	Minutes per service (or per person if party-size enabled)	1-120 min
Max Queue Size	Auto-close queue when reached	1-500
Party Size Wait Calculation	Toggle: position-based vs people-based calculation	ON/OFF
Queue Status	Open or close queue for new customers	ON/OFF

Party Size Calculation Explained:

OFF (Default): Wait = (people ahead) × avg service time
ON: Wait = (total people in parties ahead) × time per person

Example: 3 parties ahead with sizes 2, 4, 1 at 6 min/person

• OFF: 3 × 6 = 18 min
• ON: 7 × 6 = 42 min

Form Field Customization

Customize the customer join form:

Field	Configurable Options
Customer Name	Rename label, required/optional, show/hide
Party Size	Rename label, required/optional, show/hide
Phone Number	Rename label, required/optional, show/hide
Special Notes	Rename label, required/optional, show/hide

Configuration Path: Settings → Form Field Customization section

SMS Settings

Setting	Description
Welcome Message	Send when customer joins queue (ON/OFF)
Ready Soon Alert	Send when approaching turn (ON/OFF)
Called Notification	Send when it's their turn (ON/OFF)
Minutes Before Ready	How far ahead to trigger "ready soon" (1-30 min)

Note: SMS requires ClickSend integration (system-managed)

Voice Settings

Configure automated voice calls to notify customers when it's their turn.

Setting	Description
Enable Voice Calls	Toggle to enable/disable voice notifications (ON/OFF)
Custom Voice Message	Customize the spoken message using placeholders
Voice Usage Tracking	Monitor current/remaining voice calls for the billing period
SMS Fallback	Automatic SMS sent if call goes unanswered (~30 seconds)

Message Placeholders:

Placeholder	Replaced With
{customerName}	Customer's name
{businessName}	Your business name
{counterName}	Service counter name (e.g., "Counter 1")
{counterText}	Auto-generated "Please head to..." text

Example Voice Message:

"Hi John, this is a call from Coffee Shop! Just letting you know it's your turn. Please head to Counter 1. See you soon!"

Voice is delivered using natural-sounding AI text-to-speech

Note: Voice calling requires plan upgrade or admin configuration. Contact support for more information.

Team Management

Roles:

Role	Permissions
Owner	Full access, invite/remove all, delete account
Manager	Queue management, invite/remove staff, access settings
Staff	Queue management only

Actions:

Invite members by email
Copy invite link for pending members
Remove team members

3. QR Codes (/qr-codes)

QR Code Generation

Auto-generated QR linking to your join queue page
Download in various sizes

QR Code Customization

Option	Description
Logo Upload	Add business logo to QR center
Dark Color	QR code module color
Light Color	Background color
Corner Colors	Corner dot customization

4. SMS Logs (/sms-logs)

Summary Statistics

Total SMS sent
Successful deliveries
Credits used

Activity Log

Search by customer name, phone, or message
Filter by status: All, Sent, Delivered, Failed, Pending
View message content, credits charged, error messages

Customer Side

1. Join Queue Page (/join/{business-slug})

Access: Public URL (no login required) - typically accessed via QR code scan

Page Elements

Element	Description
Business Header	Business name and description
Queue Info Banners	Current people in queue, estimated wait time
Join Form	Customizable fields (name, party size, phone, notes)
Benefits Section	SMS updates, real-time tracking, skip physical wait

User Flow

1. Scan QR code2. See queue status3. Fill in details4. Join Queue5. Receive SMS6. Status Page

2. Queue Status Page (/queue/{ticket-id})

Access: Direct link (no login required) - received after joining

Page Elements

Element	Description
Position Circle	Large display showing queue position (#1, #2, etc.)
Status Message	"You're #X in line" or "It's your turn!"
Estimated Wait	Minutes until turn (hidden when next)
Your Details Card	Name, masked phone, status badge
Progress Indicator	3-step: Joined → Waiting → Being Called
Leave Queue Button	Exit queue with confirmation

Status States

Status	Display	Customer Action
Waiting	Blue circle, position number	Can leave queue
Called	Green pulsing circle, "YOU'RE NEXT"	Proceed to counter
Served	Thank you message	None
No Show	Missed turn message	Can rejoin
Cancelled	Left queue message	Can rejoin

Real-time Updates

• Position updates instantly when queue changes
• Estimated wait recalculates automatically
• Status changes immediately when called
• WebSocket connection with polling fallback (every 3 seconds)

3. SMS Notifications (Customer Receives)

SMS Type	When Sent	Content
Welcome	After joining queue	Position, estimated wait, business name
Ready Soon	N minutes before turn	"Almost your turn, please come to [business]"
Called	When staff calls next	"It's your turn! Please proceed to counter"

4. Voice Notifications (Customer Receives)

When voice notifications are enabled, customers receive an automated phone call when it's their turn.

Call Type	When Made	Content
Turn Notification	When staff clicks "Call Next"	Personalized voice message announcing it's their turn
Counter Direction	Included in call	Tells customer which counter/service point to go to
SMS Fallback	If call unanswered (~30 sec)	Automatic SMS sent with same turn notification

How Voice Calls Work

• Customer receives automated call to their registered phone number
• Natural-sounding AI voice delivers personalized message with their name
• Message includes business name and which counter to proceed to
• If call goes unanswered within ~30 seconds, SMS fallback triggers automatically
• Works alongside SMS notifications for maximum reach

Why Voice Calls?

• Higher engagement - phone calls are harder to miss than texts
• Instant awareness - customers know immediately when it's their turn
• Accessibility - helpful for customers who may not check SMS quickly
• Backup system - SMS fallback ensures no customer is missed

Multi-Service & Multi-Counter

Scale your queue with multiple service types and service points

Feature Overview

Transform your single queue into a flexible multi-service, multi-counter system. This feature allows businesses to define different service types, set up multiple service counters, and serve multiple customers simultaneously.

Services

Define different service types like Coffee, Food, Checkout - each with its own average service time.

Counters

Set up multiple service points. Each counter can serve all services or be assigned to specific ones.

Parallel Serving

Multiple staff can call and serve customers simultaneously without conflicts.

Services Configuration

Services represent different types of offerings your business provides. Customers select a service when joining the queue.

Setting	Description	Example
Service Name	Display name shown to customers	Coffee, Food Order, Table Seating
Description	Optional explanation of the service	"Hot and cold beverages"
Avg Service Time	Minutes per service (for wait estimates)	5 min for coffee, 15 min for food
Active Status	Enable/disable without deleting	ON/OFF toggle

Example: Coffee Shop with Food

Coffee

~5 min service time

Food Order

~15 min service time

Table Seating

~10 min service time

Counters Configuration

Counters are physical service points where staff serve customers. Each counter can be assigned to specific services or serve all.

Setting	Description
Counter Name	Display name shown in dashboard and SMS (e.g., "Counter 1", "Checkout A", "Bar")
Assigned Services	Which services this counter handles. Leave empty to serve all services.
Active Status	Enable/disable counter without deleting

Service Assignment Options:

Specific services: Counter only serves selected services (e.g., "Coffee Bar" → Coffee only)
All services: Leave empty - counter can serve any customer in queue (good for overflow/flex counters)

Dashboard: Multi-Counter Mode

When counters are configured, the dashboard transforms into a multi-counter view with service filtering.

New Dashboard Elements:

Element	Description
Service Tabs	Filter view by service type: [All] [Coffee (5)] [Food (3)] [Table (2)]
Counter Cards	Each counter shown as a card with its own "Call Next" button
Counter Status	Shows "Available" or "Serving: [Customer Name]" for each counter
Service Badge	Each counter shows which services it handles
Waiting Queue	Compact grid view of all waiting customers (filters with service tabs)

Counter Card Actions:

Action	When Available	Description
Call Next	Counter is empty, customers waiting	Calls next customer matching counter's services
Served	Serving a customer	Mark customer as served, free up counter
No Show	Serving a customer	Customer didn't arrive, mark and free counter
Return to Queue	Serving a customer	Put customer back at front of queue

Concurrency Protection

Multiple staff can click "Call Next" simultaneously without conflicts. The system uses database-level locking to ensure each customer is only called to one counter - no double-assignments possible.

Customer Experience Changes

Join Queue Page

When multiple services are configured, customers see a service selector before filling in their details:

What do you need today?

Coffee

~5 min

Food

~15 min

Table

~10 min

SMS Notifications

When called to a specific counter, the SMS includes the counter name:

Without counter (single queue):

"Hi John! It's your turn at Acme Cafe! Please proceed to the counter."

With counter (multi-counter):

"Hi John! It's your turn at Acme Cafe! Please go to Counter 2."

Common Use Cases

Coffee Shop with Food

Services: Coffee (5 min), Food (15 min)
Counters: Barista (Coffee), Kitchen (Food)
Coffee orders don't block food orders

Retail Peak Times

Services: Single (Checkout)
Counters: Register 1-8 (all serve checkout)
8 customers served simultaneously

Service Center

Services: Passport, License, Registration
Counters: Specialized + Flex counters
Service-specific analytics

Restaurant with Bar

Services: Bar (5 min), Table (45 min)
Counters: Bar, Host Stand
Bar customers don't wait behind diners

Backwards Compatible

Existing businesses without services or counters configured continue to work exactly as before. The multi-service selector only appears when multiple services exist, and the multi-counter dashboard only activates when counters are configured.

Configuration Summary

Where to Configure Each Feature

Feature	Location
Business name/details	Settings → Business Profile
Queue open/close	Settings → Queue Status toggle
Service time	Settings → Avg Service Time
Party-size calculation	Settings → Party Size Wait Calculation toggle
Form fields	Settings → Form Field Customization
Services	Settings → Services & Counters → Add Service
Counters	Settings → Services & Counters → Add Counter
SMS notifications	Settings → SMS Settings
Queue delay	Dashboard → Queue Delay control
Team members	Settings → Team Management
QR code design	QR Codes page → Customization tab
Subscription	Dashboard → Subscription tab

Typical Workflows

Staff: Serving Customers

1Customer joins via QR → appears in Waiting List
2Staff clicks Call Next → customer moves to "Currently Serving"
3Customer arrives → staff clicks Mark Served
4Next customer automatically ready to call

Staff: Handling Issues

Customer not ready? → Use Return to Queue to put back at front
Order ready out of sequence? → Use Move Up to bump customer
Customer needs more time? → Use Move Down to delay them
Customer left? → Use Remove or No Show
Taking a break? → Add queue delay (+5/+10 min)

Staff: Multi-Counter Serving

1Customer joins and selects service type (e.g., Coffee)
2Staff at Coffee Bar clicks Call Next → calls coffee customer
3Meanwhile, Kitchen staff calls food customers independently
4SMS tells customer: "Please go to Coffee Bar"

Customer: Joining and Waiting

1Scan QR code

2Fill in details

3Receive welcome SMS

4Monitor status page

5SMS when almost ready

6Proceed to counter

Security & Privacy

Data Protection

Venue-Isolated Data	Each business only accesses their own queue data - no cross-venue tracking
Minimal Collection	Only name, party size, and optional phone - no accounts required for customers
No Tracking	No tracking cookies or pixels used for customer tracking
Secure Links	Queue tickets use unique IDs that cannot be guessed

What We Collect

Customer name, party size, and phone number (if SMS enabled). No email, no payment info, no location data from customers.

Data Retention & Customer Rights

Auto-Deletion	Completed queue entries automatically deleted after 30 days (configurable)
Leave Queue	Customers can leave the queue anytime from their status page
Account Deletion	Business owners can permanently delete all their data at any time

Privacy Compliance

Built with GDPR principles in mind: data minimization, purpose limitation, and customer rights to erasure.

SMS Compliance

Explicit Opt-In	Customers must check a consent box before receiving SMS notifications
STOP Support	Text STOP to immediately opt-out of future messages
HELP Support	Text HELP to get assistance and contact information
TCPA Compliant	All SMS messages follow Australian and US telecommunications regulations

Access Control

Role	Permissions
Owner	Full access, billing management, account deletion
Manager	Queue management, settings, invite staff members
Staff	Queue management only - call, serve, and manage customers

Infrastructure Security

HTTPS

All traffic encrypted in transit

Security Headers

Protection against common web attacks

Database Encryption

Data encrypted at rest

Secure Backups

Regular automated backups

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