Skip to main content
The live queue is BridgePoint CRM’s real-time view of every client currently in your office — both those being actively served and those still waiting. It gives your entire team a shared, up-to-the-minute picture of the floor so case managers can coordinate, prioritize, and serve clients without confusion.

​
How the queue updates

The queue refreshes automatically every 30 seconds and also responds instantly to real-time changes — so when a front-desk staff member checks in a client, that entry appears on the queue board for all logged-in staff without anyone needing to reload the page. A timestamp below the “Live Queue” heading shows when the data was last fetched. You can also trigger a manual refresh at any time using the Refresh button in the top-right corner of the queue page. Select Queue in the left sidebar. The queue board loads for your office automatically.

​
The two queue sections

The board is divided into two sections that reflect where each client is in their visit.

​
Currently Servicing

This section lists every client whose status is In Progress — meaning a case manager has called them from the waiting list and is actively working with them. Each row shows:
  • Client name and a link to their client profile
  • Client ID (BP-ID) or a WALK-IN tag for clients without an existing record
  • Language (for walk-in entries)
  • Reason badge indicating why the client is visiting
  • Assigned To — the case manager serving this client
  • Time — how long the client has been in service
From this section you can mark the visit Complete or Return the client to the waiting list if the case manager needs to pause and pick up another client first.

​
Waiting

This section lists every client who has checked in but has not yet been called. Entries are sorted by check-in time — earliest first. Each row shows:
  • Position number — the client’s place in line; the next-up client is highlighted
  • Client ID or WALK-IN tag
  • Client name
  • Language
  • Reason badge
  • Appt — the scheduled appointment time, if the client had a pre-booked appointment
  • Assign — a dropdown to assign the entry to a specific case manager before calling them
  • Wait — how long the client has been waiting, color-coded by urgency

​
Wait time color coding

The wait time displayed in the Waiting section changes color as time passes so staff can quickly spot clients who need attention.

Green

Waiting less than 15 minutes. No action required.

Amber

Waiting 15–30 minutes. Consider prioritizing this client.

Red

Waiting more than 30 minutes. This client should be called next.

​
Actions on waiting entries

Call Next

Move the client from Waiting to In Progress and open their client profile (or the intake form for new walk-in applicants).

Assign

Pre-assign the queue entry to a specific case manager before calling. The assigned name appears on the entry for the whole team to see.

​
Actions on in-progress entries

Complete

Mark the visit as finished. The entry is removed from the board and logged as complete.

Return

Send the client back to the Waiting section, clearing the assignment. Use this if a case manager needs to step away mid-visit.

​
Walk-in entries

Clients without an existing record are checked in as walk-ins and appear with a WALK-IN tag in place of a BP-ID. When you click Call Next on a walk-in entry, you can choose to:
  • Start intake — open the new-client intake form pre-filled with the walk-in’s name and phone number.
  • Find client record — go back to check-in search to link the entry to an existing client.
Walk-in entries marked NEW have no linked client record yet. Completing their intake during the visit will create a full client profile and link it to the queue entry automatically.

​
Admin controls

Two additional buttons appear in the top action bar for administrators and managers.
Marks all open queue entries from previous days as Complete. Use this at the start of the day if overnight entries were not closed out properly. You will be prompted to confirm before any changes are made.
Marks all of today’s open queue entries (both Waiting and In Progress) as Complete. Use this at end-of-day to close out the queue. You will be prompted to confirm before any changes are made.
Clear Today is irreversible — all open entries for the day will be marked complete immediately. Only use it when the office is closing and all visits are genuinely finished.

​
Next steps

Check In a Client

Learn how to check in returning clients and handle first-time walk-ins at the front desk.

Appointments

Schedule future appointments, view today’s schedule, and see how booked clients appear in the queue.