# Managing the Queue
> Source: https://development.fuze-store.com/docs/store/waiting-list/managing-queue

# Managing the Queue

The Waiting List screen gives you full control over your customer queue. You add parties, call them when ready, track wait times, and update their status as you serve them.

## Opening the Waiting List

1. Open the POS.
2. Select **Waiting List** from the menu.

You see the current queue with each party's name, party size, position, wait time, and status.

## Adding a Party to the Queue

1. Press **New Waiting List**.
2. Fill in the fields below.
3. Press **Save**.

The party appears at the end of the queue with the next position number.

### Queue Entry Fields

There is no edit screen for a queue entry — only status actions. If you typed the mobile number wrong, **Cancel** the entry and add it again.

## Statuses and Actions

Each entry has a status, and the actions available depend on it.

Open a party to see its actions:

- **Call** — marks the party **Called** and (with the SMS add-on configured) texts them that you are ready. You can call again to re-send.
- **Skip** — passes over a party that is not ready. They keep their place in line.
- **Wait** — returns a Called, Skipped, or Cancelled party to **Waiting**. A party you previously **Cancelled** rejoins at the **end** of the line; a Called or Skipped party keeps its place.
- **Cancel** — removes a no-show from the queue.
- **Done** — marks the party served and clears them from the active queue.

## Calling a Party (and SMS)

When a spot opens, open the next party and press **Call**. The party moves to **Called**.

If you have the **SMS add-on** active and waiting-list texts turned on, the customer automatically receives a message like *"Hi Maria, your table at your store is ready."* — as long as their entry has a valid mobile number.

To enable the automatic text, turn on the **Waiting List** notification type and the **Waiting list called** automation in your SMS settings. See the [SMS Automation guide](/docs/store/sms/automation).

Each text uses a small amount of your SMS wallet balance. If the add-on is off or no automation is set, **Call** still works — it just won't send a text.

## Returning a Party to the Queue

If you called the wrong party, or a skipped customer is now ready:

1. Open the party.
2. Press **Wait**.

They return to **Waiting**. A previously **Cancelled** party goes to the back of the line (they lost their turn); a **Called** or **Skipped** party keeps its original place.

## Marking a Party as Done

When you finish serving a party:

1. Open the party.
2. Press **Done**.

They leave the active queue. Completed parties stay visible for the rest of the day under the **Done** filter.

## Handling a No-Show

If a party leaves before being served:

1. Open the party.
2. Press **Cancel**.

They move to **Cancelled** and leave the active queue. If they come back, open them and press **Wait** to re-add them at the end of the line.

## Wait Times and the Customer Display

Each entry shows two times:

- **Wait time** — a live counter of how long the party has been waiting, since you added them.
- **Estimated wait** — the minutes you entered, shown to set expectations.

If you put the waiting list on a **customer-facing display**, guests see the queue with their position, party size, wait time, and estimated wait. As a party waits past its estimate, its row gradually changes color so staff can spot who has been waiting too long.

## Tips

- **Add a mobile number** so you can text parties instead of shouting names.
- **Set a realistic estimated wait** when you add a party — it sets expectations on the display.
- **Update statuses promptly.** Call, Done, and Cancel right away to keep the queue and the display accurate.
- **Use notes for special requests** so staff can prepare before the party is seated.

## Related Guides

- [Waiting List Overview](/docs/store/waiting-list/overview)
- [SMS Automation](/docs/store/sms/automation)
- [Store Session Overview](/docs/store/using-store-session)