Join confirmation
Let guests know they are in the queue and what to expect.
Position updates
Send periodic updates as the queue advances.
Approaching alert
Give guests a heads-up before their turn arrives.
Called now
Deliver the final call with clear next-step instructions.
Status changes
Notify guests when a ticket is paused, missed, or resolved.
Broadcast announcements
Send queue-wide notices for delays or special instructions.
Delivery guidelines
Design notifications around guest confidence and operational control.
Channel selection
Use SMS for urgent updates and email for detailed instructions.
Timing cadence
Balance helpful updates with too many pings. Most queues send 2-4 messages.
Message clarity
Keep copy short and actionable with a single clear next step.
Staff overrides
Allow staff to pause automated sends during unexpected service changes.
Notification checklist
Validate settings before rolling out to guests.
- Confirm SMS and email providers are connected
- Review message templates for brand tone
- Set triggers for join, approaching, and called-now
- Define who can send manual announcements
- Test delivery with a sample queue before going live