Visitor management

Supported plans

  • All plans

User Permissions Required 

  • Global Admin or Owner 

User permissions required for custom roles (Premier plans only)

Use the Visits tab in the web dashboard to manage office visitors including, guest registration, verifying guest identity, notifying host upon arrival, and creating guest visit logs. 

Guests can either be pre-registered or guests can register upon arrival. When guests arrive at the office they'll check-in using their mobile device (touch-less method) or using an arrival display. When a guest completes the check-in process the guest's host will receive an email notification letting them know their guest has arrived.  

Additionally, If your organization requires guests to sign NDA's or other specific documents then you can add the documents to the visitor check-in process.

Follow this guide for a thorough walk-through covering customizing visitor types, arrival display set up (optional), guest registration, the guest check-in/out process, and the visitor log. 

 

Setting office visit types  

To help hosts prepare for upcoming visitors and to provide office admins with accurate records, we ask the reason for the visit as part of the registration workflow.  Create a list of different types of visits that best fits your office.

We provide six default visit types that can be added/removed, as well, as the option to create custom types.  Follow the steps below to customize your list.  

1

Navigate to the Visits page located in the top ribbon. 

2

Select the Visit types tab at the top of the Visits page. 

3

Select Add type in the top right corner. 

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4

Enter the custom visit type in the field & select Save. 

5

To remove a visit type, including default visit types, select the "X" on the right to remove it from the list. A minimum of at least one visit type is required. 

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Warning

  • If a visit type is removed, it will be removed only for new visits being registered (by admins or guests themselves via self-registration).
  • Any existing visits (past or scheduled in the future) with that visit type will remain in the visit log. Future scheduled guests will still be able to check in to those pre-existing visits.
  • If the admin needs to change the visit type for scheduled visits, the visit would need to be canceled and re-scheduled.
  • Past visits cannot have their visit type changed to preserve historical accuracy and data integrity.

 

How do visit type modifications affect pre-existing documents?

  • If a new visit type is added and an existing document should be shown to guests for that visit type upon check-in, the document can be edited to assign the new visit type from this list.

  • If a visit type is removed and documents are still assigned to it, the documents will still be shown for any existing visits of that type that are scheduled for the future. If there is a need to hide that document from those future visitors, the visit type (with the exact same name, including case sensitivity) can be added again to de-select it from the list in the document setup (it can then be safely removed again afterward).

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Arrival display setup (optional)

Set up an arrival display in the office lobby or receptionist area for guest self-registration and as a way for guests to check-in for their pre-registered visit.  

1

In the web dashboard, navigate to Devices > blue Add a device button in the right corner > select Guest arrival display from the dropdown.

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2

Add the display information. If you want to allow impromptu visitors to register upon arrival toggle on the "Guest self-registration" option. 

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3

This generates a code that you'll need to enter on the arrival display next, so keep the code handy. 

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4

On the arrival display device (e.g. iPad, tablet or desktop workstation), open a web browser & type in arrivals.robinpowered.com.  Then enter the code to pair it with Robin and you're all set!   

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Arrival display best practices:

  • For the best experience, we recommend using an iPad, but you can use any tablet or computer with a responsive web browser. 

  • We recommend locking the display to a single app, in this case, a web browser app, like Safari.

    • Android tablets-Pinning is available for tablets running Android 5.0 and higher and locks a selected app to the display.

    • Kindle fire-Parental controls on the Kindle Fire restrict access to certain apps, including the Amazon app store. To lock the Kindle Fire down further, 3rd-party apps offer additional controls. 

  • Additionally, because a web browser is used to access the Robin arrival portal on the device, you may want to consider applying web browser content restrictions to prevent any web browsing outside of the Robin guest portal.

Managing devices

Use the Devices page to manage all the devices in your office, including room displays & status boards. This is where you can check the status and location of the display.

If you need to enable the guest self-registration option for an active display, simply click on the display name to open the settings module. 

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Guest registration

Guests can either be pre-registered by an office admin or guests can register & check in when they get to the office via the arrival display (if the setting is enabled). 

Pre-register office guests

1

Navigate to the Visits tab > New Visit. 

2

Enter the visit details. All fields are required except for optional arrival instructions that are shared with the guest.

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3

Click Save Visit to complete the guest registration. 

4

The host will receive an email confirmation when their guest has been registered:

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5

If you need to cancel a guest visit, hover over the guest to see the option to Cancel.  Note, edits are not supported at this time. You'll need to cancel the registration and redo it.

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The visitor log & guest check-outs

Use the visitor log to keep track of the guests who've been invited to the office, visited the office, why they visited the office, their checkpoint status (if required), and when they visited.

Additionally, this is where you can check guests out by clicking the blue check-out button next to the guest's check-in status. Note, that hosts cannot check out guests unless the host has the custom guest management permission. 

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Guest data

We retain guest data (name, email address, etc) for 30 days after a guest’s last visit date. It is de-identified and aggregated after that time.

 

The guest experience

After a guest is registered, the guest will simultaneously receive an email with the details of their visit. The guest will also receive this email 4 hours prior to the visit start time so they can easily access it and check in when they arrive.

The check-in window opens 30 minutes before the scheduled visit start time.  If a guest tries to check in any earlier prior to the 30-minute window, the check-in button will not be available and the guest will see a message directing them to come back closer to the visit start time.

Any buildings that require a health checkpoint for employees will also require guests to complete the same health checkpoint in order to check in. The guest will receive an email with a link to complete the health checkpoint 24 hours prior to their visit start time.

Pre-registered guest check-in on mobile

1

When a guest arrives they'll need to open the email they received & follow the "Check-in for my visit" button, which takes them to the guest portal page.

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The email and the portal page are unique to the guest and to the visit. It cannot be used for other guests or visits. 

2

From the guest portal page on their mobile device, they'll tap I'm here. 

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3

The guest will see a check-in confirmation message. This triggers an email to the host letting them know their guest has arrived.

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Pre-registered guest check-in via arrival display

1

When a guest arrives they'll tap Check in on the arrival display.

2

They'll enter their email to pull up their reservation and check-in.  If the guest hasn't completed the health checkpoint and it's an office requirement, they can complete it from the display.

Note, that the guest check-in is intended to be done once the guest has arrived at the office because it immediately alerts the host that they have arrived.

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Guest self-registration 

If a guest arrives at the office and they weren't pre-registered by an admin they can register from the arrival display (typically set up in the lobby or reception area) by following the workflow outlined below. (Provided the guest self-registration setting is enabled for the display.)

1

They'll tap Check in.

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2

They'll enter their email > tap Next. 

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3

They'll enter their full name and the name of the person they're visiting > tap Next. 

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4

Then they'll select the reason for their visit > tap Next.

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5

If a health checkpoint is required for the building, they'll be prompted to complete the survey then and there from the arrival display.

Guest passed checkpoint:

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Guest failed checkpoint:

If the guest fails the health checkpoint, their visit is automatically canceled. The guest and the host will be notified of the cancelation via email and the visit will be denoted in the visit log with a failed health checkpoint status.

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After the guest completes the registration steps, they're automatically checked in and the host is notified.

Guest self-checkout

Admins can check guests out from the visitor log or guests can check themselves out on their way out of the office using the arrival display.

Just like the check-in process, guests will enter their email to pull up their visitor information, and then they'll see a check-out button next to their name. Checkout timestamps are reflected in the visitor log. 

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Reservations & policies

Booking a desk for a guest:

  • Global admins, owners, and custom roles with delegation permission can reserve a desk for a guest using the guests' email right from the Office search page.
  • However, adding their email as a visitor and reserving/assigning a desk with their email address does not automatically add their email in Robin as an actual Robin member, which means guests don't have the ability to log in to complete desk check-ins.
  • Lastly, because Robin only has an email address, the guest's name will not show up on the desk or in people searches. 

Health checkpoint for guests:

If you require your employees to complete a health checkpoint before coming into the office, that will apply to guests, too. Guests will receive an email with a link to complete the checkpoint 24 hours before the visit starts (or immediately if the visit starts within 24 hours). 

  • Guests must complete & pass their checkpoint before they’re able to check in to the office.

  • Visits will be automatically canceled if a guest fails their checkpoint. If this happens, the host will be notified with an email letting them know why the visit was canceled and the status will be updated on the visitor log. 

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