Setting up

Your team, roles and leave

Who can sign in to your business, what each person may do, and how to tell Line Me Up when someone is away. Mostly for owners; managers can do a part of it.

What the Team screen is for#

Team is the list of everyone who works at your business. Each row is a person and where they work: their role, their desk, and the lines they handle. From here an owner adds people, gives them a login, changes what they do, and switches them off when they leave. Managers use the same screen for two smaller jobs: ticking the extra abilities of the staff on their lines, and recording those staff members' leave.

Open it from the sidebar: Team is in the Set up group.

At the top of the screen you will find:

• Line coverage — a card with one box for each of your lines, and a count such as "Lines covered: 3 of 4". A box shows who is assigned to that line. A line that nobody is assigned to says No one assigned in red, with an Open Desks link to fix it. A paused line just says Paused; it is off on purpose, so it is not treated as a problem.
• People — the list itself, with a search box (Name or email) and a Role filter, so you can find one person in a long list.

The three roles#

Every person who signs in has one of three roles. There is no way to invent your own roles or switch individual permissions on and off; the three roles, plus three optional abilities for staff (below), cover what a place needs.

You can read the same short descriptions in the product: on the person's sheet, under Role, press What each can do.

Three abilities for staff#

Some staff members need to do a little more than serve at their own desk — a receptionist, for example. Instead of making them a manager, tick any of the abilities under Beyond their desk:

• Front desk — "Adds visits and books times from Work my desk, checks in bookings, and moves people up or down on the Waitlist — on the lines they handle." A front desk person registers walk-ins at the counter, gives a caller a time (from Add visit on their Workboard), checks in a booking when the person arrives, and moves people up or down a line or to the front from the Waitlist. They can also move a booking to another time.
• Above everyone (a clinic sees Emergency) — "Puts somebody above everyone, and the desk that will see them is told."
• Run desks — "Runs the desks nobody signs in to — courts, lanes, machines — from the Waitlist on one device, and calls people to them, on the lines they handle." For the person at the front of a padel club, a bowling alley or a car wash: they start and end each court's shift, call the next person to it, and call a particular person to a particular desk, without being made a manager. See One device, many desks.

Every ability only reaches the lines that person handles: the lines ticked for them on Team and their own desk's, or every line when none are ticked. Run desks reaches a desk only when every line it takes from is one of those. Owners and managers already have everything these abilities give, so the choice only appears for someone whose role is Staff.

Someone with Front desk or Run desks finds that work on the Waitlist. From their Workboard it is My day → Open the Waitlist; someone with no desk of their own has an Open the Waitlist button straight on their Workboard.

Managers and their lines#

A manager can be limited to the lines given to them. Their Live Board, Waitlist, reports and Team list then show only those lines and the people who work on them, and this is checked on our servers, not only hidden on screen. A manager with no particular lines sees the whole business.

Add a person#

Add everyone who serves customers. Give them an email address if they should sign in on their own phone or on the desk's tablet; leave it blank to put them on the list without a login.

1. Open Team and press Add person.
2. Type their Name.
3. Type their Email if they should be able to sign in. Leave it blank and they won't get a login.
4. If your business has shared desks, choose their Desk:
   • Any shared desk — they have no desk of their own and pick a free shared desk each time they start a shift. They need an email for this, because a login is all it gives them.
   • A new one — a desk of their own is made for them.
   • A shared desk by name — that desk becomes theirs and takes their name, and nobody else can pick it. A desk somebody is working at right now is greyed out with "… is at it now".
   If you have no shared desks yet, they simply get a desk of their own.
5. Choose their Role: Owner, Manager or Staff. Staff is already chosen.
6. Under What do they handle?, pick the lines their desk takes people from. If you pick more than one, calls come evenly from each; you can change that split later on Desks. (With Any shared desk this question is skipped: they handle whatever the desk they take covers.)
7. Press Add person at the foot of the sheet.

If you gave an email, the sheet now shows Their login: the email and a temporary password. If you left the email blank, the sheet closes and the person appears in the list.

An email can belong to only one login in the whole of Line Me Up. If the address is already used — at your business or anywhere else — you'll be asked to use a different one.

Hand over a login and the first sign-in#

Once you have the temporary password, give it to the person along with these steps:

1. On their phone or the desk's tablet, open business.linemeup.in/login.
2. Sign in with the email and the temporary password.
3. Open Your account. A notice says "You are using a temporary password. Choose your own below — the one you were given was shown once and nobody can look it up for you."
4. Under Your password, type the Current password (the temporary one) and a New password of at least 8 characters, then press Change password.

The reminder about the temporary password stays until they have chosen their own.

Change someone's details, desk or lines#

1. Open Team and press the person's row (on a phone, press Edit on their card). Their sheet opens; on a wide screen it sits beside the list.
2. Change what you need:
   • Name and Email (the address they sign in with).
   • Phone — optional, for the team, not for customers.
   • Desk — Their own desk or Any shared desk.
   • Role.
   • What do they handle? — the lines their desk takes people from.
   • Beyond their desk — the three abilities, for staff only.
3. Press Save.

Changes take effect straight away. If you narrow someone's lines, change their role or switch them off while they have the app open, their screen picks up the new limits within moments — they do not keep seeing lines they no longer have.

Give a desk of their own to someone who has none#

For a person who works Any shared desk, switch Desk to Their own desk. A Which desk? choice appears: pick A new one, or one of your free shared desks to make it theirs for good. Then press Save.

Give a login to someone on the list without one#

Someone added without an email is on the list but cannot sign in. Open their row, type their Email, and press Save and create login. Their temporary password appears once, exactly as when you add a person.

Give a staff member an extra ability#

1. Open Team and press the staff member's row.
2. Under Beyond their desk, tick Front desk, Above everyone (Emergency in a clinic), Run desks, or any of them together.
3. Press Save. A "Saved" message confirms it.

A manager sees the staff on their lines (every staff member, for a manager of the whole business), and their sheet has just the abilities and the leave section — the rest of a person's details are the owner's to change.

Give someone a new password#

Use this when someone has forgotten their password or never saved the temporary one.

1. Open Team and press the person's row.
2. Near the foot of the sheet, press Give them a new password.
3. Copy the new password shown under the button: "Done — their old password no longer works, and there is nothing to save. Shown once".
4. Hand it to them, and ask them to choose their own on Your account.

Deactivate someone who has left#

Nobody is ever deleted from Team. Deactivating someone stops them signing in, but everything they did stays on the record — the visits they served still show their name in Visits and Insights.

1. Open Team and press the person's row.
2. Press Deactivate at the foot of the sheet.
3. The sheet asks: "Deactivate … ? They can't sign in until somebody reactivates them. Everything they did stays." Press Deactivate again to confirm, or Keep them to change your mind.

Deactivated people are folded away under the list. Press Show deactivated to see them, and Hide deactivated to fold them again.

Bring someone back#

Press Show deactivated, open their row, and press Reactivate. They can sign in again; if they have forgotten their password, give them a new one.

Record leave: someone is away#

Leave tells Line Me Up that a person is away on certain days — a holiday, a training course, a day off sick. On those days:

• They can't start a shift. When they open the Workboard they see "You're on leave today — you can't start a shift."
• Their desk shows On leave on the Live Board.
• Every line they serve offers fewer booking times, because there is one person fewer to see people. Bookings that no longer fit are listed for you to decide about.
• Customers are never told who is away.

An owner can record leave for anyone, themselves included. A manager can record it for the staff on their lines. Staff cannot record leave — not even their own — because leave can cancel bookings.

1. Open Team and press the person's row.
2. In the Leave section of their sheet, press Add leave.
3. Choose the First day and the Last day from the calendar. For a single day, pick the same date for both.
4. Optionally, add a Note for staff. Only staff see it — customers are never told who is away.
5. Wait a moment while Line Me Up checks the bookings on those days. Then either:
   • it says "Every booking on these days still fits", or
   • it says how many bookings no longer fit — for example, "2 bookings no longer fit — too few people on these days" — and lists them with their time, token, line and name. Choose Cancel them and tell each customer or Keep them — the desk will handle them.
6. Press Save.

The leave now appears in the person's Leave section, soonest first. When it is over, it moves under Show past.

What happens to the bookings#

• Cancel them and tell each customer — each booking is cancelled, and the customer sees the cancellation in the app. Their visit shows as Short-staffed on the Waitlist.
• Keep them — nothing changes for the customer. The Live Board shows a notice such as "2 bookings are on short-staffed days" with a See them button, which opens the Waitlist's booked visits for that day; each kept booking is marked Short-staffed there. The leave's row shows how many are kept. The flag goes away by itself once the booking is cancelled, moved or checked in, or when there is room for it again — for example, because the leave was shortened or another desk was switched on.

Change or remove leave#

1. Open the person's row on Team.
2. In Leave, press Change beside the dates.
3. Adjust the dates or the note and press Save — or press Delete to remove the leave. Once it is removed, those days offer every desk again.

Common mistakes with leave#

• Two leaves on the same days. A person's leave cannot overlap. You'll see "They're already away from … to … — change that leave instead."
• Dates in the past. New leave starts today or later. Leave already under way can still be changed.
• Very long leave. One leave can be at most a year long.
• Expecting leave to end a shift. Leave does not stop a shift that is already running. If someone goes home early, end their shift on the Workboard as usual.

How many people your plan includes#

Each plan includes a number of people who can sign in, and that number counts you, the owner. People without a login and shared desks do not count. The plans range from five people to your whole team; see Pricing for each plan's number.

Where your plan's limits apply, Team shows how many people you have against your plan's number, beside Add person, and the button is greyed when you have reached it. The Manager role is offered from the Basic plan; a manager you already have keeps their role if your plan changes.

When something doesn't look right#

• A line says "No one assigned". No desk takes people from it. Press Open Desks and give the line to a desk, or give it to a person's desk here under What do they handle?.
• Someone's row says "Nothing yet". Their desk handles no lines. Open their row and pick lines under What do they handle?.
• A manager can't find a staff member. A manager limited to certain lines sees only the staff on those lines, and never the owners or other managers. The owner can see and change everyone.
• Someone can't sign in. Check their row is Active, not Deactivated, and that the email is right. If the password is the problem, give them a new one.
• In the live demo, some fields are missing. The demo's logins are shared with every visitor, so roles, emails, passwords and deactivating are switched off there.