The Visitor Check-In & Check-Out feature allows organisations to manage visitor arrivals, departures, safeguarding and on-site visibility through the Custr system.

Depending on the configuration of the site, visitors can check in using:

The Reception Kiosk runs on a supported tablet device, such as an iPad or Android tablet.

Visitors can use the Reception Kiosk to enter their name, find an existing visitor record and complete the relevant check-in process.

Contactless Check-In allows visitors to follow the visitor check-in process on their own mobile phone. It can be opened by scanning a QR Poster or tapping a Secure Check-In Puck.

The visitor workflow is primarily driven by Categories.

Categories control:

This allows organisations to create different workflows for different visitor types.

Visitors normally begin the check-in process by entering their name at the Reception Kiosk or through Contactless Check-In on their own mobile phone.

Alternatively, invited and Pre-Approved Visitors may be able to present a QR code to the Reception Kiosk camera.

When a visitor enters their name, Custr searches for a matching:

The system will then determine whether the visitor is:

Depending on the visitor type, the check-in process may vary slightly.

If no matching invite or Pre-Approved Visitor record is found, the visitor can continue through the Standard Visitor process.

During check-in, the visitor may be asked to:

The exact journey depends on the Category selected and the configuration of the site.

Once checked in:

When checked out:

There are three main visitor types within Custr.

Standard Visitors are visitors who arrive without being pre-loaded into the system.

During check-in, the visitor:

If no matching invite or Pre-Approved Visitor record is found, the visitor continues through the Standard Visitor workflow.

This is the most common visitor workflow.

Common Standard Visitor Categories may include:

The available Categories and questions will depend on how the organisation has configured the site.

Standard Visitors cannot use Express Check-In because they do not have an Invite or Pre-Approved Visitor record before arriving.

They can, however, use Contactless Check-In by scanning a QR Poster or tapping a Secure Check-In Puck and then entering their name on their mobile phone.

Pre-Approved Visitors are visitors who have already been added to the system before arrival.

These visitors may include:

Pre-Approved Visitors can:

When a Pre-Approved Visitor enters their name at the Reception Kiosk or through Contactless Check-In, Custr searches for their existing record.

If a matching record is found, the visitor can select it and continue through the relevant check-in journey.

Some Categories may be configured as:

This means the Category will only appear for visitors already loaded into the Pre-Approved directory.

This can be useful where an organisation needs to prevent unapproved visitors from selecting a particular Category.

Pre-Approved Visitor records can also store:

See: Pre-Approved Visitors

Invited Visitors are visitors who have been sent a scheduled invitation before arrival.

Invitation emails may include:

Invited Visitors can:

When an Invited Visitor enters their name, Custr attempts to find their scheduled visit.

If a matching invitation is found, the visitor can select it and continue through the configured check-in process.

See: Visitor Invites

Express Check-In allows Invited and Pre-Approved Visitors to complete parts of the visitor journey before arriving on-site.

When creating an Invite or Pre-Approved Visitor, administrators can choose whether to enable Express Check-In.

If enabled, the visitor will receive an email containing a secure link that allows them to complete parts of the check-in process in advance.

Depending on the Visitor Category, this may include:

Any photos captured during Express Check-In are stored against the visitor record in the same way as photos taken during a standard Reception Kiosk check-in.

Once completed, the visitor will receive an on-screen confirmation that their information has been submitted.

Completing Express Check-In does not mean that the visitor is currently on-site. The visitor must still complete their arrival check-in when they reach the premises.

Completing Express Check-In does not automatically check the visitor into the building.

When the visitor arrives, they can still check in using any of the normal methods, including:

Once the visitor checks in, any information previously completed through Express Check-In will automatically be applied to the visitor record.

Because the visitor has already completed some or all of the required information, the on-site check-in process is significantly faster.

Visitors can still complete the standard check-in process when they arrive.

Any unanswered questions, unread documents, missing photographs or outstanding signatures will be presented during check-in as normal.

The visitor does not need to complete Express Check-In to use their Invite or Pre-Approved Visitor record.

Express Check-In is available for:

Express Check-In is not available for Standard Visitors because they do not have an Invite or Pre-Approved Visitor record before arrival.

Categories are one of the most important parts of the visitor check-in process.

Each Category can control:

This allows different visitor types to follow different workflows.

For example:

A Standard Visitor, Pre-Approved Visitor or Invited Visitor can still belong to a normal visitor Category.

The visitor type determines how the visitor record was created or identified.

The Category determines the questions, documents and actions included in their check-in journey.

If a visitor has previously checked in using an email address, the system may recognise them during future visits.

When recognised:

Visitors without an email address will normally complete the Standard Visitor process each time unless they have been added as a Pre-Approved Visitor or sent an Invite.

Visitors can be checked in using several different methods. The available options depend on the configuration of the site.

All check-in methods connect back to the same visitor record and on-site information.

The Reception Kiosk provides a self-service visitor check-in experience on a supported tablet, such as an iPad or Android tablet.

Visitors can enter their name and follow the relevant check-in journey on the tablet.

The Reception Kiosk may allow visitors to:

Invited and Pre-Approved Visitors may also be able to scan a QR code using the Reception Kiosk camera.

Personal QR codes are available for:

Visitors can present their QR code to the Reception Kiosk camera to speed up the check-in process.

The QR code helps Custr identify the relevant Invite or Pre-Approved Visitor record without requiring the visitor to search for their name manually.

The visitor may still need to complete any outstanding questions, documents, photographs or signatures before the check-in is completed.

A personal QR code for an invited or Pre-Approved Visitor is different from a QR Poster used for Contactless Check-In.

Contactless Check-In allows visitors to complete the check-in process using their own mobile phone rather than the Reception Kiosk.

Visitors can open Contactless Check-In by:

Once Contactless Check-In opens, the visitor is asked to enter their name.

Custr then searches for:

If a matching record is found, the visitor can select it and continue through the relevant visitor journey.

If no matching Invite or Pre-Approved Visitor record is found, the visitor can continue as a Standard Visitor.

The visitor will then complete the questions, documents and other steps associated with their selected Category, in much the same way as they would at the Reception Kiosk.

Contactless Check-In is therefore the check-in experience that runs on the visitor’s own mobile phone.

QR Posters and Secure Check-In Pucks are different physical ways of opening that experience.

Secure Check-In Pucks are designed to be tapped using a mobile phone.

The puck does not read an RFID card or fob. It relies on the visitor’s mobile phone to open Contactless Check-In and complete the journey.

A Secure Check-In Puck:

An RFID Reader performs a different function and must be connected to a Reception Kiosk tablet in order to read supported RFID cards or fobs.

Administrators can manually check visitors in and out from the Custr Dashboard.

This may be useful when:

Visitors checked in through the Dashboard are added to the same on-site records as visitors using the Reception Kiosk or Contactless Check-In.

Once checked in, they will appear within the relevant Dashboard and evacuation views.

All methods connect back to the same visitor record.

Visitors can be automatically checked out using:

Automatic Check-Out can help ensure that visitors who forget to check out do not remain indefinitely within live on-site totals.

When an Automatic Check-Out rule is applied:

Automatic Check-Out should be configured in line with the organisation’s expected visitor hours and operating procedures.

All check-in and check-out methods connect back to the same visitor record.

Visitors can appear in one of two states within the system.

Checked-in visitors:

Checked-out visitors:

It is important that visitors are checked out when leaving so that live on-site and evacuation information remains accurate.

When a visitor enters their name, Custr searches for a matching visitor record.

If a visitor is not recognised during check-in, the system will normally allow them to continue through the Standard Visitor process.

This is normal behaviour for:

The visitor should check that they have entered their name correctly.

If the visitor is expected to have an Invite or Pre-Approved Visitor record, an administrator can check:

If no matching record is found, the visitor can continue as a Standard Visitor where the site configuration permits it.