The Check-In Queue

The check-in queue gives staff a live view of who is waiting and for what. It’s designed for walk-in clients and for front-desk and volunteer workflows.

Check-In Client

The Check-In Client screen has two tabs:

• Check In — find an existing client, choose a reason for visit (required), add optional notes, and optionally record a referring agency, then check them in.
• Register New — a lightweight “add client” for someone not yet in the system. It needs only First Name, Last Name, and Date of Birth (email, phone, and postal code are optional), with no intake step. After registering, the client is selected and ready for check-in.

Checking a client in places them in the queue tied to your staff location automatically.

This screen is responsive, so it works on mobile and tablet as well as desktop.

What the queue shows

The Check-In Queue is a live board of who’s waiting, how long they’ve waited, what service they need, and their status. Multi-location organizations can filter by site.

Navigating the queue

• Editable fields — update the reason for visit, assigned advocate, and other details after check-in.
• Start — launches a new interaction with that client directly from the queue.
• Delete — removes a client who has left or was added in error.
• Search by location — filter the queue by site.

Advocate action isn’t always required — an entry can resolve on its own if another staff member picks up the client.

Self-serve

The self-serve portal lets clients add themselves to the queue directly. They can register for services or check in by finding themselves in the system with their name, date of birth, and postal code — no staff member required to get them into the queue.

Getting the most from the queue

Previewing the queue lets advocates see who’s waiting and prepare before sitting down with a client — confirming you have their information on hand, and setting realistic expectations about wait times for the whole team.