Front desk and guard mode

The kiosk handles most visitors on its own, but people still need a person at the desk and at the gate. This page is for receptionists, who work mostly in Console → Visitors, and for guards, who use the Kiosk app in guard mode. Away from the desk, both can do most of it on their phone, on the Workspace app's Desk (see The desk on your phone).

Your screen at the front deskCopy Anchor Link

Console → Visitors has four tabs. Receptionists see the sites they're assigned to.

Needs someone, Expected and On site update live as people arrive, check in and leave at the kiosk, at the gate or in the Console, and so do the counts on Home. You don't need to refresh. A green Live shows beside the tabs; if your connection can't stay live, Agoo checks every 15 seconds instead and says so.

Check in an expected guestCopy Anchor Link

When an invited guest comes to the desk instead of using the kiosk:

1. In Console → Visitors → Expected, find them by name, phone number or company, and open their visit.
2. Choose the gate they came in at, and select Check in.
3. If their visitor type has required questions that aren't answered yet, they're asked first. Answer them with the visitor, then select Save and check in.
4. If their pass has rules that don't admit them now (before its window, outside its daily hours, at another gate, or already used), you're told why. Choose Let them in anyway if it's right to; the override is noted on the visit and recorded in the audit trail with your name. A cancelled, declined or missed visit can't be overridden.
5. The watchlist is checked and your check-in rules apply, as on the kiosk: the host is told they're here, or asked to approve. Photos, signature fields and badges are taken at the kiosk (badge printing is planned).

Documents the visitor hasn't signed yet show on the visit. See Documents at the desk.

Scan a visitor's passCopy Anchor Link

When a guest shows their pass on their phone, scan it instead of searching. In Console → Visitors, select Scan a pass and hold the pass's QR code up to your computer's or tablet's camera. Their visit opens, where you can check them in, or let them back in on a multi-day pass. Signed passes and pass links both work (see Signed passes). If a pass doesn't open a visit, search for the guest by name instead.

Let a visitor back inCopy Anchor Link

A multi-day pass lets its visitor in on each of its days, and any pass lets a visitor who stepped out back in while it admits, unless it's single use. When they return, open their visit and select Let them back in. Each entry is recorded on the pass, the watchlist is checked again and their host is told. If the pass doesn't admit them right now, you're told why and can let them in anyway, as above.

Documents at the deskCopy Anchor Link

A visit's Documents lists what the visit asks the visitor to agree to: your privacy notice, and on Pro and Enterprise your NDAs, waivers and site rules. Each shows whether it's done, which version, when and how.

• Signed on paper: record a document the visitor signed on a printed copy. Keep the paper as your own rules say.
• Accepted at the desk: record a document the visitor agreed to in person.
• Copy: download the PDF of a document as it was signed or accepted.

Both kinds of record carry your name in the audit trail. See Documents to sign.

Visitors who checked themselves inCopy Anchor Link

At sites with self check-in from posters turned on, visitors can check in on their own phone. They appear in On site like any walk-in, and anyone waiting to be let in, by their host or by security, is pinned to the top. Their visit's timeline says they checked in "by themselves, from a check-in poster". They're treated as unverified until reception knows them, so a phone number typed on a poster never brings up anyone else's details.

Check in a walk-inCopy Anchor Link

1. Go to Console → Visitors and select Check in walk-in.
2. Type the visitor's mobile number first: a returning visitor's name, company and email fill in for you.
3. Add their name and company. Under Who are they here to see?, choose People (one person or several; the first leads), A team, or No one in particular. Then, under What brings them in?, choose the visitor type from its tiles, each with the type's icon, and the gate they came in at.
4. Answer the visitor type's questions. Required ones must be answered now; the rest are optional. Questions about photos, files, signatures and ID documents are taken by the kiosk and the Agoo app.
5. Select Check in. If the site's rules need approval, the visit waits for the host; otherwise the visitor is checked in at once. A walk-in for a team, for no one in particular, or for someone whose visitors go through their office joins Needs someone.

Visitors who need someoneCopy Anchor Link

A visitor with no one in particular to see, one who came for a team nobody in it has taken yet, and one who asked for someone whose visitors go through their office all wait under Console → Visitors → Needs someone. Home says how many are waiting, and their rows in On site are marked Needs someone.

Each row says who the visitor asked for, who is receiving them, who has been asked and what they answered. Open the visit to act on it:

When someone you asked answers, their row tells you what to say to the visitor, such as "Kwame Mensah asked them to wait 10 minutes. Let the visitor know." The whole flow, with what each answer does, is in Who a visit is for.

Answers on a visitCopy Anchor Link

A visit's page shows the answers to its visitor type's questions, as the form was when the visit was made. While the visit is expected, waiting or on site, select Change answers to fill in or correct them.

Some answers are protected. A question your admins marked sensitive, such as a health declaration, isn't shown to your role unless they chose it; a masked answer, such as a reference number, can be typed at the desk and then shows as "Hidden from your role". See Privacy flags.

Give a visitor the Wi-FiCopy Anchor Link

If your organisation shares its guest Wi-Fi, a checked-in visit's page, in the Console or on the Workspace app's Desk, has a Guest Wi-Fi panel saying how and when the visitor was given it. If your role can give Wi-Fi at the desk, Give Wi-Fi (or Show the Wi-Fi) shows the code large on your screen for the visitor's phone camera to scan, with the network name and password; it's recorded on the visit. Not while a visit is held for security.

The live on-site registerCopy Anchor Link

On site now · Ridge HQ

38

Live

• AO
  Ama Owusu

  Visitor · Kwame Mensah
  On site
• YB
  Yaw Boateng

  Visitor · Legal
  Checked out
• EQ
  Esi Quaye

  Staff · clocked in 8:04 am
  On site
• KA
  Kofi Adjei

  Contractor · Plant room
  On site

Console → Visitors → On site answers the question "who is in the building right now?" for each site. It includes:

• visitors and contractors who are checked in,
• visitors waiting at the desk for their host or for security, at the top, with how long they've waited,
• staff who are clocked in, under the visitors, for people who can see attendance or roll calls: who, since when, and how they clocked in.

Parcels waiting to be collected are in Console → Deliveries, and Home's Parcels waiting card counts them: see Deliveries.

Home shows the same staff list beside today's visitors. Someone counts as on site when their latest clock-in, within the last 24 hours, was there, the same rule a roll call uses.

Filter by site, and search by visitor, phone number, company, any of the visit's hosts or its team. A visitor whose host hasn't answered within the site's wait time is flagged Host hasn't answered. When a host answers their arrival notification in the Workspace app, the visitor's row says so (Host is on the way, or Host asks them to wait 10 min), so you know what to tell the visitor. Visitors who have stayed past their expected end time are marked Overdue, so you can check whether they've left without checking out. This is the same list used for a roll call, so keeping it accurate matters.

SearchCopy Anchor Link

Search at the top of Console → Visitors finds visits by visitor name, phone number (typed the local way too, 024 123 4567), company, any of the visit's hosts or its team. Use History with filters to answer questions such as "who visited Treasury last Thursday?". To download the list as filtered, choose Export on History: CSV, Excel or PDF. See Home and reports.

Print or reprint a badgeCopy Anchor Link

Badge printing is planned. When it arrives, on Growth and above, open the visit and select Print badge, then choose the printer. Use this when a badge didn't print, was lost or got wet. Reprints are recorded on the visit's timeline. See Badges.

A visitor without a phoneCopy Anchor Link

The phone number is how Agoo recognises returning visitors and sends passes, but not everyone has one with them.

1. Check them in at the desk with Check in walk-in.
2. Turn on No phone number. Agoo then needs another way to tell visitors apart, such as their company or (if your policy asks for it) an ID.
3. Their host is notified as usual. Their badge, printed or written, is their pass for the day.
4. Check them out at the desk or the gate when they leave, because they can't use a check-out link.

Check a visitor outCopy Anchor Link

From On site, select the visit and choose Check out. Check-out from the desk is recorded with your name. Other ways visitors check out are in Check-out.

The desk on your phoneCopy Anchor Link

The Workspace app on an iPhone, iPad or Android phone or tablet has a Desk for receptionists, guards, security leads, site admins, Admins and Owners, with the sites they work at (for a role limited to particular sites, only those of them):

• Visitors: Needs someone first, with its count, then who's waiting for approval, held for security, inside now and expected, with Check in, Check out, Approve and Decline on each row, even with no signal; Register a walk-in for people, a team or no one in particular, with the watchlist and your rules checked as here; Scan a pass with the phone's camera; and the visitor history.
• Inbox: visits to approve, watchlist holds, booking requests and clock-ins to review, as your role allows.
• Parcels: parcels waiting at your sites, food and the oldest first, with Log a parcel (the camera reads the label), Remind now, Change who it's for, Mark it collected and Send back. Logging and handing over work with no signal. See Deliveries.
• Safety: who's on site now, kept on the phone for an evacuation, and the Emergency alert (see Roll call).

Everything you do there shows here at once, and the other way round.

Needs someone on the Desk is the same list as the Console's, for whoever receives the visitor, and it's kept on the phone, so you can read it with no signal. Open a visit for the same six choices as above. Asking someone, writing down an answer, taking the visit, handing it over and booking the visitor in for another time need a connection; Turn away takes a reason if you'd like to give one and, like Decline, works with no signal. Approve and Decline don't show on a visit that needs someone: the six choices are the one way to answer it. See Needs someone in the app.

Guard modeCopy Anchor Link

Guard mode turns the Kiosk app into a handheld tool for the gate. An admin pairs the phone or tablet in guard mode (Pair a kiosk), and each guard signs in on it at the start of their shift. Guard mode is part of the Kiosk app, on iPhone and iPad and on Android phones and tablets.

Signing in at the gateCopy Anchor Link

Nobody works the gate anonymously. The device opens on Gate sign-in: the guard finds their name and types their own PIN, or holds up the badge in Agoo Workspace (Me → Badge). Everything they do while signed in is in their name: the visit's timeline shows who let the visitor in or out, and the audit trail names the guard with the device beside them.

• Who can sign in. People at the site whose role works the gate (Owner, Admin, Site admin, Security lead, Receptionist and Guard), and anyone you mark as Works the gate in Console → People. That switch is for guards without an Agoo account: they need only a PIN, which an admin sets on their page, or they set themselves in Agoo Workspace.
• Clocking in. A guard who's on attendance and not yet clocked in can clock in as they sign in, in one step.
• Stepping away. Left alone, the device locks after 10 minutes (choose from 2 minutes to an hour in Console → Devices). The guard types their PIN to carry on.
• Handing over. The next guard taps Hand over (or signs in from the locked screen); the guard before them is signed out at that moment.
• Signing out. From the guard's name at the top of the screen. A guard is signed out half an hour after their shift ends, if they have one, and in any case if they stay signed in far longer than a shift.
• Someone left without signing out? Open the device in Console → Devices and tap Sign out. Guard sign-ins there lists who signed in on each device, how, and when and why they signed out.

Wrong PINs lock that person's PIN for a while, and the lockout is in the audit trail. Sign-in works offline like everything else at the gate.

Guard mode works offline like the kiosk: passes are verified on the device, and check-ins sync when the connection returns. See Offline mode.