Configure Queue Experience
Queue experiences provide first-come, first-served access to products or services. Consumers join the queue and are served in the order they arrive, making this 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 Behavior
| Setting | Description | Default |
|---|
| Queue Mode | How consumers progress through the queue | First-come, first-served |
| Auto-advance | Automatically move consumers forward | Enabled |
| Position Display | Show consumers their position in line | Enabled |
Entry Window
Configure when consumers can join the queue:
Caption: Set when consumers can join the queue
| Field | Required | Description |
|---|
| Entry Opens | Yes | Date/time when consumers can start joining |
| Entry Closes | No | Date/time when new entries stop (queue can continue processing) |
Service Window
Configure when queue processing occurs:
| Field | Required | Description |
|---|
| Service Starts | Yes | When the queue begins serving consumers |
| Service Ends | No | When queue processing stops |
You can allow entries before service begins. This lets consumers join early while processing starts at a specific time.
Inventory Configuration
Caption: Configure how many consumers can be served
| Field | Required | Description |
|---|
| Total Inventory | Yes | Total number of successful completions |
| Per-Consumer Limit | No | Maximum purchases per consumer |
| Reserve Quantity | No | Inventory held back for later release |
Timeout Settings
Configure how long consumers have to complete their purchase:
| Field | Description | Recommended |
|---|
| Checkout Timeout | Time allowed to complete purchase after reaching front | 10-15 minutes |
| Idle Timeout | Time before inactive consumers are removed | 30 minutes |
Advanced Queue Options
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 |
Fairness Controls
Prevent abuse and ensure fair access:
| Setting | Description |
|---|
| One Entry Per Consumer | Prevent duplicate entries |
| Device Fingerprinting | Detect multiple entries from same device |
| Rate Limiting | Limit entry attempts per IP |
Notifications
Configure when consumers receive updates:
| Event | Notification |
|---|
| Entry Confirmed | Confirmation of queue entry |
| Position Update | Regular position updates (configurable) |
| Near Front | Alert when approaching front of queue |
| Your Turn | Notification to complete purchase |
| Checkout Reminder | Warning before timeout |
Queue States
Queues progress through these states:
Draft → Scheduled → Entry Open → Processing → Completed
↓
Paused
| State | Description | Consumer Experience |
|---|
| Draft | Not published | Not visible |
| Scheduled | Published, waiting for entry window | See countdown |
| Entry Open | Accepting new entries | Can join queue |
| Processing | Serving consumers | Active queue display |
| Paused | Temporarily stopped | ”Queue paused” message |
| Completed | Finished | ”Queue closed” message |
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
Schedule:
Entry Opens: Friday 6 PM (day before)
Service Starts: Saturday 10 AM
Entry Closes: Saturday 2 PM
Inventory:
Total: 500
Per-Consumer: 1
Timeouts:
Checkout: 10 minutes
Idle: 30 minutes
Notifications:
- Entry confirmed
- Near front (position < 50)
- Your turn
Best Practices
Before Launch
- Test with small inventory - Create a test queue with 5-10 items
- Verify notifications - Ensure email/SMS delivery works
- 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
- Pause if needed - Don’t hesitate to pause if problems arise
- Track completion rate - Monitor how many complete vs. timeout
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
Suspected Abuse
If you notice suspicious activity:
- Enable device fingerprinting
- Review entries for patterns
- Consider pausing and investigating
