Visitor Management - Hold in Lobby

Product: Visitor Management System - Equiem One, Web & Mobile
Release Date: Monday 24th June 2024

Summary: Tenants can now choose to enable a Hold in Lobby feature for their company’s visitor appointments, indicating to the building reception team that the visitor should wait in the lobby and the host will collect them.
Impact: Appointment Organisers & Hosts, Workplace Managers, Property Managers

Contents:

1 Enabling Hold in Lobby
2 Adding Hold in Lobby to Appointments
3 Hold in Lobby for Receptionists
4 Email Logic
- 4.1 Host Email
- 4.2 Visitor Email
5 FAQs

Enabling Hold in Lobby

Either a Property Manager or a Workplace Manager can enable the feature. Workplace Managers can enable this feature for their tenant reception only.

Open the Visitor Management System
Select Settings > Reception
Locate the tenant reception you would like to enable the feature on and select Edit next to the reception name
Scroll down to locate the Hold in Lobby section and tick the checkbox
Press Save

Adding Hold in Lobby to Appointments

End users making a visitor appointment through the web or mobile app, will be able to request that their visitor is held in the lobby if the feature has been enabled for their company.

Users will see a Hold in Lobby check box on the visitor appointment screen.

Open your web or mobile platform, navigate to the Visitor Appointments page and select New Appointment
Complete the appointment details as usual
Under Additional Details, tick the Hold visitors in lobby check box

Complete the rest of the appointment details as usual. When the appointment is saved, the reception team will be notified that this visitor should be held in the lobby.

Hosts of appointments who have selected visitors to be held in the lobby will receive a notification when their visitor has arrived, prompting them to collect the visitor.

Hold in Lobby for Receptionists

Appointments where the host has requested their visitor(s) to be held in the lobby will show on the prebooked screen with this hand icon in the Details column:

The check-in button will be replaced with a Notify button.

When the visitor arrives:

Locate their appointment and press Notify
The host will receive an email notifying them that their visitor has arrived and prompting them to come and collect the visitor. You can ask the visitor to wait in the lobby as per your building policy.
The Notify button will then change to Check-in
Once the host has collected the visitor, you can check in the visitor as usual

Email Logic

Host Email

Once the visitor has arrived at reception and the reception team has notified the host, they will receive the below email:

The host will not receive an email notifying them that their visitor has checked in since it is expected they will be collecting them from the lobby.

Visitor Email

Visitor emails will be sent as usual, however, for sites with an access control integration, the QR code will not be sent out to visitors where the hold in lobby option has been selected.

Once the receptionist has selected Check-in, they will receive their QR code via email as normal.

FAQs

Question	Answer

Question	Answer
When will this feature be available?	Monday 24th June 2024
Will the visitor be notified on their appointment email they need to wait in the lobby?	No. However, you can add a note in the Visitor Notes section of the appointment advising them of this if you wish, this will be included on their appointment email
How do I enable this feature?	In the tenant reception settings
Who can enable this feature?	Property Managers for all tenant receptions. Workplace Managers for their own company tenant reception.
Which appointments types does “Hold in Lobby” apply to?	You can request visitor be held in lobby for both single day appointments and recurring appointments when creating a new appointment. All series in an recurring appointment result in the visitor being held in the Lobby.
Can I edit my appointment so that “Hold in Lobby” is disabled?	No - Once “Hold in Lobby” is selected against an appointment it is locked, this also applies to recurring appointments.
Does “Hold in Lobby” apply to all visitors added to an appointment?	Yes
Will Visitors still receive an Access Pass?	For “Hold in Lobby” appointments, visitors are not sent Access Passes in advance of their appointment. Access Passes are sent following Check In if an email has been provided for the visitors.