1.Customer Registration Options in Qwaiting
Qwaiting offers multiple convenient ways for customers to join your queue. You can choose the option that best fits your business operations and enhances the customer experience.
Three Main Ways to Register
Online Registration
Share a direct registration link with your customers. They can use it to join the queue from their phone, computer, or any device.
Kiosk Registration
Set up a kiosk or tablet at your physical location, allowing walk-in customers to easily sign up upon arrival.
QR Code Registration
Display QR codes at your premises or on marketing materials. Customers can simply scan the code using their smartphone to access the registration page.
How the Registration
When a customer clicks any of the links or scans the QR code, a registration page will open with your company name displayed at the top. They will be presented with two options:
1. Walk-In
Customers who want to receive service immediately can choose the Walk-In option.
Steps:
Select the service they need from the available list
Enter their basic details (such as name and phone number)
A ticket is generated instantly, showing:
Ticket Number
Service Selected
Estimated Waiting Time
2. Appointment
Customers who have pre-booked a time slot can choose the Appointment option.
Booking Process:
The organization shares an appointment booking link in advance
Customer selects:
The required service
Preferred date and time
Then enters their name and phone number
A Booking ID is generated and sent to the customer
Appointment Check-In:
At the time of visit, the customer selects Appointment on the registration screen
Enters their Booking ID and fills in required details
A ticket is then issued with:
Ticket Number
Service Selected
Estimated Waiting Time
This flexible registration system ensures a smooth and efficient experience for both customers and staff, reducing wait times and improving overall service flow.
2 .Choose the Information You Want to Collect from Your Customers
Qwaiting gives you full control over the information you collect from customers during the registration or check-in process.
You can configure this under Settings > Manage Form Fields. Here, you can:
Toggle on/off the default fields like name, phone number, email, etc.
Create custom input fields to collect additional details specific to your business needs (e.g., model number, purpose of visit).
Choose the input type such as text, number, URL, date — and even set minimum and maximum character lengths.
Additionally, you can define when and where each field should appear by selecting:
Ticket Screen
Appointment Form
Conversion Form
After QR Code Scanning
You can also assign these fields to be shown for specific services only, ensuring a tailored and efficient customer experience.
Customizing the data you collect helps you gather only the most relevant information from customers, improving both operational efficiency and service personalization. This flexibility allows your team to serve customers faster, more accurately, and with better insights all while keeping the experience smooth and professional.
Customize Your Messages in Qwaiting
Qwaiting is fully customizable including the way you communicate with your customers. You have the flexibility to choose which SMS, WhatsApp, and Email alerts you want to send, and tailor their content to match your business tone and service flow.
To manage this, go to Settings > Notification Settings.
Here, you’ll find three primary channels for sending alerts to customers:
WhatsApp Notifications
Email Notifications
SMS Notifications
Each of these channels can be enabled or disabled based on your preferences.
Available Message Templates
Qwaiting provides 7 customizable templates for different customer touchpoints:
Ticket Generation Message – Sent when the customer joins the queue
Reminder Message – To remind them about their queue or booking
Next Call Message – When their turn is approaching
Feedback SMS – Request for feedback after service
New Booking SMS – Confirmation after booking is created
Reschedule Booking SMS – Notification of booking change
Cancel Booking SMS – Sent when a booking is cancelled
Once customized, simply save the template, and the system will use it automatically whenever that trigger is activated.
Customizing your customer notifications ensures that your communication is clear, timely, and aligned with your brand. Real-time alerts via WhatsApp, email, or SMS keep your customers informed every step of the way, reducing confusion and improving the overall experience both for your team and your visitors.
3. Inviting and Managing Staff Members in Qwaiting
You can invite multiple users such as receptionists, service agents, or admins to your Qwaiting account through the Staff section.
Qwaiting gives you the flexibility to control what each staff member can access, based on their role. This ensures every team member only sees what’s relevant to their role.
How to Add a Staff Member
To add a new staff member:
Go to the Staff section in your admin panel.
Click the Add button.
Fill in the required details:
Name
Email ID
Phone Number
Username
Set a password
Note: The username and password you set here can be shared with the staff member. They will use these credentials to log in with restricted access based on their role.
Assign Roles, Counters & Services
While adding a staff member, you can also:
Assign them to specific Counters they’ll be managing
Choose which Services (Categories) they’ll handle
Adding and assigning staff in Qwaiting ensures that each team member has the right access and responsibilities, making daily operations more organized and efficient. By clearly defining roles and linking staff to specific counters and services, you streamline the entire customer flow resulting in faster service, better coordination, and an overall improved customer experience.
4. Set Up Your Services in Qwaiting
What Are Services?
In Qwaiting, services represent the different types of support or assistance your organization provides to customers.
When a customer joins the waiting list either through walk-in or online booking they must select a service. This helps the system route them to the correct counter and staff member, ensuring smooth and organized queue management.
What Are Services in Qwaiting?
Services in Qwaiting are customizable labels that define what the customer is visiting for. They help:
Categorize incoming visits
Assign customers to appropriate counters or departments
Generate accurate reports and analytics
These services appear on:
The customer-facing ticket generation screen
The appointment booking form
The staff call interface
Example Services:
Depending on your industry, here are some examples of services:
Banking: Account Opening, Loan Inquiry, ATM Issue
Healthcare: Doctor Consultation, Lab Test, Prescription Refill
Retail: Product Exchange, Warranty Claim, Personal Shopper
Government Offices: ID Card Renewal, Document Submission, Grievance Handling
Hotels: Room Booking Help, Concierge Services, Guest Assistance
Key Aspects of Services in Qwaiting:
Custom Naming: Create services that match your exact offerings
Estimated Time: Set expected service durations for better time tracking
Assign Counters: Connect each service to specific staff or counters
Control Visibility: Show or hide services from the walk-in or booking interface
Multi-location Support: Use different service lists for different branches or outlets
Benefits of Using Services in Qwaiting:
Better customer flow: Customers are guided to the right team from the start
Reduced confusion: Staff know exactly what the customer needs before serving
Faster service: Avoid unnecessary transfers or misdirected queries
Detailed reporting: Track which services are in high demand, busiest times, and staff performance by service
Improved resource planning: Allocate staff and counters based on service load
Setting up your services correctly in Qwaiting forms the foundation of an efficient, organized queue management system. It ensures that both your customers and staff know exactly what to expect leading to faster service, better experiences, and smarter business insights.