Thank you for attending our June 2024 Office Hours! We have compiled the questions and answers from the session below. If you have any remaining questions, please feel free to reach out to our Support Team using the orange chat bubble at the bottom right of this page.

I added a logo in the middle of the Home Screen, but the Contactless Check-In camera pop-up covers the logo. How can I make sure my logo appears when Contactless Check-In is enabled?

To ensure your logo shows when the Contactless Check-In pop-up appears, we recommend using a layout that places the logo at the top of the Home Screen.

If you'd like to change the dimensions of your logo, you can also create a custom background image with your logo located at the top of the image.

Custom background images are a fantastic way to showcase your branding and make a great first impression:

These three custom backgrounds were made with a free online graphic design tool.

My Buttons look boring! Do you have any tips?

Absolutely! Our Button Cookbook is a great place to get started. From the Button Screen, you can edit the outline and shape of your buttons. From each individual Button Editing page, you can customize your button color and icons.

If you want to totally transform your buttons, we recommend uploading Custom Icons, which can include both a photo and text. If you add text to your icon image, remember to remove the Button label!

Our messaging Rules are set to send email notifications. Is there a way to add a text (SMS) notification when a visitor checks in?

You bet! You can add an SMS Messaging Rule via your Contact's edit page. This Help Center article walks you through the steps.

Can Pre-registered or Returning Visitors be recognized by their phone number?

Pre-registered and Returning Visitors can only be recognized by their email, as we've determined this is the most unique identifier for visitors. People sometimes share phone numbers at home, and names are not always unique - we're looking at you, Jane Smith 😉

It looks like some visitors checked out of our facility at 11:59 p.m., but our facility was closed. What does this mean?

All accounts have our Auto-Checkout feature turned on by default. This means that any visitor who hasn't checked out by 11:59 p.m. will be automatically checked out at this time. This keeps your Visit Log clean and up to date for your next business day.

If you would like this feature disabled, please reach out to Support!

We have visitors on site for 6 full days and have auto-checkout turned off. After 3 days, I can check them out on the Web Portal, but they can no longer check out on the iPad. Is there any way to change this setting?

Visitors will only appear on the iPad for 72 hours, so any checkouts beyond that time must be done on the Web Portal.

Can a notification be sent to a visitor's Contact or security if they answer a Visitor Field in a certain way?

This type of Notification can be configured with our integration with Zapier and will require a paid Zapier plan. If you're interested in learning more, please contact our Support team!

If the Visitor Field is a Yes/No field, another solution is using an Optional Agreement. Optional Agreements allow visitors to select "No" on an Agreement without stopping the check-in process, and this answer will be visible within the Visitor Details:

While this will not send a notification, it will make the answer easier to view. Please note that Optional Agreements are only available for Agreements that do not require a signature and need to be turned on by our Support team. Please reach out if you'd like this feature enabled!

Is it possible to make the Photo or ID Capture Visitor Field optional?

Currently, the Photo and ID Capture Visitor Fields are always required. You can request a change to this feature via our Product Portal.

If you only need some visitors to complete these photo fields, you can create two separate buttons - one for visitors who need the photo fields, and one for those who don't. Make sure to label each button clearly!

My Agreements aren’t properly syncing to Google Drive. Can you help?

Please ensure you have followed all the steps in this article, disabling and re-syncing the integration if necessary. If you're still having issues, you can contact our Support team for further troubleshooting.

If I make changes to my account, will that reset the update on my Agreements? i.e. changing Button Configurations, Home Screen settings, etc.

No, an Agreement will only expire when you make a change to the Agreement itself. All other changes in your account will not affect Agreement expiration.

We are using Active Directory/API Contact imports, but our Location Owners want to update their Contacts manually. Is this possible?

Active Directory and API Contact Imports will always overwrite any manually added or removed Contacts in the Web Portal. Your Location Owners must add or remove the Contact in the Active Directory Organizational Unit or API import to affect the Contact List in your account.

My iPad sometimes loses Bluetooth connection with the printer. Do you have any tips to avoid this?

Please make sure you are updated to the latest iPad iOS and The Receptionist app version, that your printer and iPad are located as close to each other as possible, and that your WiFi connection is stable (if you are logged out of The Receptionist app, you may lose Bluetooth connection with the printer).

How do I update who receives our invoices and receipts?

If you want to update the Users who can access the Billing page, you can add new Billing Users via the Users page. However, adding a Billing User to the Web Portal may not automatically add them to our billing communications. If you have Billing Users who need to receive invoices and receipts, please contact the Support team to ensure your Billing contacts are up to date.