Configure Queue Experience

Queue experiences manage high demand by letting consumers join a virtual waiting line. By default, queues serve consumers in the order they arrive, making them ideal for product launches, limited releases, and high-demand events.

When to Use Queues

Queues are best for:

Product launches - New product releases with limited initial inventory
Limited editions - Exclusive items with controlled distribution
Flash sales - Time-limited offers with high demand
Event registrations - First-come access to event tickets

Creating a Queue Experience

Navigate to Experiences > Create Experience
Select Queue from the experience type options
Complete the configuration form

Caption: The queue creation form with all configuration options

Queue-Specific Settings

Queue Contract

Setting	API field	Required	Description
Admit Rate	`admitRate`	Yes	Rate at which consumers are admitted.
Queue Capacity	`capacity`	No	Maximum consumers allowed in the queue.
Max Admissions	`maxAdmissions`	No	Maximum consumers who can be admitted.
Admission Window	`admissionExpirationSeconds`	No	How long admitted consumers have to continue.
Loyalty-Biased Admission	`loyaltyBiasEnabled`	No	Optionally gives loyal or engaged consumers improved opportunity. Off by default.

Timing Window

Configure when the queue is active: Caption: Set when consumers can join the queue

Field	Required	Description
Open At	No	Date/time when the queue becomes active.
Close At	No	Date/time when the queue window ends.
Time Zone	Yes	Time zone for queue timing.

Capacity Configuration

Caption: Configure how many consumers can be served

Field	Required	Description
Admit Rate	Yes	Rate at which consumers are admitted.
Queue Capacity	No	Maximum consumers waiting at once.
Max Admissions	No	Maximum consumers admitted over the queue window.

Timeout Settings

Configure how long consumers have to complete their purchase:

Field	Description	Recommended
Admission Window	Time allowed to continue after admission	10-15 minutes

Caption: Set timeouts to keep the queue moving

Advanced Queue Options

Loyalty-Biased Admission

Use loyalty-biased admission when loyalty or engagement should influence opportunity for a specific queue experience. This setting is optional and off by default. When enabled:

Admission remains non-guaranteed.
Customer copy should use qualitative progress language, not precise numeric queue positions.
Promotion terms should be reviewed for legal and fairness requirements before launch.

Position Estimation

Show consumers estimated wait times based on:

Current queue length
Average processing time
Historical data

Setting	Description
Show Position	Display queue position to consumers
Show Estimate	Display estimated wait time
Refresh Interval	How often to update position info

Notifications

Configure when consumers receive updates:

Event	Notification
Entry Confirmed	Confirmation of queue entry
Position Update	Regular progress updates (configurable)
Near Front	Alert when approaching front of queue
Your Turn	Notification to complete purchase
Checkout Reminder	Warning before timeout

Queue Timing

upcoming → active → ended
              ↓
            killed

Queue visibility and consumer actions are derived from the distribution timing state:

State	Description	Consumer experience
upcoming	The queue is scheduled but not active yet	Countdown or waitlist prompt
active	The queue is accepting or serving consumers	Join, wait, or admission UI
ended	The queue window has closed	Closed or outcome UI
killed	The queue was manually stopped	Clear unavailable messaging

Example: Product Launch Queue

Here’s a typical configuration for a product launch:

Scenario

Product: Limited edition sneakers
Inventory: 500 pairs
Launch: Saturday at 10 AM

Configuration

Name: "Air Max 2024 Launch Queue"
Product: Air Max Limited Edition
Audience: All Customers

Timing:
  Open At: Friday 6 PM
  Close At: Saturday 2 PM

Capacity:
  Admit Rate: 100/minute
  Max Admissions: 500

Timeouts:
  Admission Window: 10 minutes

Notifications:
  - Entry confirmed
  - Near front (position < 50)
  - Your turn

Caption: A fully configured product launch queue

Best Practices

Before Launch

Test with small inventory - Create a test queue with 5-10 items
Verify notifications - Ensure customer notifications work
Check audience access - Confirm target audience can see the queue
Set realistic timeouts - Balance urgency with customer experience

During Active Queue

Monitor in real-time - Watch the dashboard for issues
Respond to support requests - Handle consumer questions quickly
Stop entry if needed - Use the dashboard controls if an operational issue requires ending consumer entry
Track completion rate - Monitor how many admitted consumers continue vs. expire

Common Mistakes to Avoid

Mistake	Problem	Solution
Timeout too short	Frustrated customers	Allow at least 10 minutes for checkout
No per-consumer limit	Resellers grab inventory	Set limit of 1-2 per consumer
Entry opens at service time	Server overload	Open entries early
No notifications	Customers miss their turn	Enable all key notifications

Troubleshooting

High Drop-off Rate

If many consumers are timing out:

Increase checkout timeout
Simplify the checkout process
Send reminder notifications earlier

Queue Moving Slowly

If the queue seems stuck:

Check if consumers are completing purchases
Verify inventory is available
Look for payment processing issues

Experience Schedule - Understanding queue timing
Experience Analytics - Understanding queue metrics
Create Experience - General creation guide

​Configure Queue Experience

​When to Use Queues

​Creating a Queue Experience

​Queue-Specific Settings

​Queue Contract

​Timing Window

​Capacity Configuration

​Timeout Settings

​Advanced Queue Options

​Loyalty-Biased Admission

​Position Estimation

​Notifications

​Queue Timing

​Example: Product Launch Queue

​Scenario

​Configuration

​Best Practices

​Before Launch

​During Active Queue

​Common Mistakes to Avoid

​Troubleshooting

​High Drop-off Rate

​Queue Moving Slowly

​Related Guides