Tracking links, lost links & customer cancellation

How customers follow their place in line, cancel a check-in, release a resource early — and what to do about a lost link.

The status page

After checking in, customers see a live page with their number, reference code, current status, and what happens next. The same link is emailed to them ("View my status") so they can close the page and come back any time. The page updates by itself — no refreshing.

For windowed locations the page also shows their position in line and, when they're called, which window to go to. For resource queues it shows a countdown while the room or device is theirs.

Call the team or send a message

If the location has turned on customer communication, the status page also lets the customer reach staff without leaving their spot:

Call for help — one or more buttons (for example Request help, or a restaurant's Call server / Water refill / Request the bill). Tapping one flags the ticket for the team; the page then shows that a team member has acknowledged and will attend shortly.
Message the team — a small chat button in the corner opens a panel for short back-and-forth messages with staff. Staff replies appear live; an unread dot shows on the button while it's closed.

These appear only when the location has enabled them. Staff setup and day-to-day use is covered in Message customers — Call for help & ticket chat.

Customer cancellation

While a ticket is still in its first stage, the status page shows Cancel my check-in. After staff have engaged the ticket, cancelling from the page is disabled and the customer is asked to see the front desk — this prevents someone cancelling mid-service by accident.

Releasing a resource early

While a resource (room, device) is assigned to them, customers can select I'm done — release it on their status page. The next person in line is assigned automatically within seconds.

Lost the link?