The Agent is the employee at your business who will be seeing and manipulating the movement of Clients in your queues.

click on Settings from the Left hand Nav
under Agent Role you can assign roles tick one or more of the five options listed.

You must assign a Role to each staff member. The Role assigned will grant levels of permission to access and control features in WaitWell.

The Agent sees the Queue and Preferences pages. On the Queues page they can perform the following functions:

manually add a Client to queue
assign themselves a Client
complete a Ticket
view their own recent Tickets
assign themselves a Desk (if the Desk Assignment feature is enabled)
remove a Client from the queue
place a Client on hold
increase/decrease the priority of a Ticket
add a note to the Ticket that will be displayed on the main Queue Page
send/receive an SMS message directly to/from a Client
view a Client’s waiver
edit Client details (like adding a phone number)
assign a Client’s ticket to a new service type.

The agent role can be limited to one location or added to multiple location. Similarly, it can be limited to one queue or assigned to multiple queues.

If you would like to add any additional permissions to the Agent Role, tick the box next to the desired functions under Agent Role. These include:

view the Dashboard Page
view the Tickets Page
access the Advanced Menu on the Queue Page

In addition, you can hide the Appointments Page or Tickets in the Active Queue by checking the respective box under Agent Role.

The Manager can do all that Agent can do plus:

view the Tickets Page and see all closed tickets in that log
create or edit staff accounts for the locations that they are assigned to manage
view the Dashboard Page
view and run Reports
view the Settings Page, but can not make edits to the settings or configurations

There are features that are specific to the Manager. These include:

sending alerts/broadcast SMS messages to everyone in line
assigning Clients to specific Desks or Staff. This is only available if the if Dispatch Mode is ticked off under Desk Assignments in Settings.

The Admin can do all that a Manager can do plus:

edit all settings and configurations
toggle between all locations to which they have been permitted access.

The Organization Admin can do all that Admin can do plus:

provide Admin access to all databases within an Organization

You can Edit these permissions at any time.

Set Up Guide

Introduction