Visitor Experience

Customizing the Check-In Flow

Customizing the Check-In Flow KyberAccess provides a fully customizable check-in flow that allows you to tailor the visitor experience to your organization's specific needs. Whether you need to collect additional information, require ID scanning, or enforce NDA signing, you can configure every step of the check-in process from the admin dashboard. This guide walks you through each configuration option and shows you how to build a check-in flow that balances security requirements with a smooth visitor experience. Accessing Check-In Flow Settings 1. Log in to your KyberAccess dashboard at app.kyberaccess.com. 2. Navigate to Settings from the left sidebar. 3. Click Check-In Flow under the Configuration section. 4. You will see the Flow Builder interface, which displays each step of your current check-in process as a visual pipeline. Understanding the Default Flow By default, KyberAccess includes the following check-in steps: - Visitor Information — Name, email, phone number, and company - Host Selection — Choose the person being visited - Photo Capture — Selfie taken via the kiosk or front desk camera - Badge Printing — Automatic badge generation You can add, remove, reorder, or configure each step to match your facility's requirements. Adding and Removing Steps Adding a New Step 1. In the Flow Builder, click the + Add Step button between any two existing steps. 2. A modal will appear with available step types: - ID Scanning — Scan driver's license or government ID (AAMVA barcode support) - NDA / Waiver Signing — Present a document for electronic signature - Custom Fields — Add custom questions or data collection fields - Background Screening — Run the visitor against watchlists - Photo Matching — Compare the selfie against the scanned ID photo - Health Screening — Custom health questionnaire - Visitor Agreement — Display terms and conditions 3. Select the step type and click Add to Flow. 4. The new step appears in the pipeline, and you can drag it to reorder. Removing a Step 1. Hover over the step you want to remove in the Flow Builder. 2. Click the trash icon (🗑️) that appears in the top-right corner. 3. Confirm the removal when prompted. Note: The Visitor Information step cannot be removed, as a name is always required for check-in. However, you can customize which fields within it are required. Configuring Individual Steps Visitor Information Step 1. Click on the Visitor Information step in the Flow Builder. 2. In the configuration panel, toggle fields on or off: - Email — Required / Optional / Hidden - Phone Number — Required / Optional / Hidden - Company — Required / Optional / Hidden - Purpose of Visit — Enable a dropdown with customizable options 3. Click Save Changes. ID Scanning Step 1. Click on the ID Scanning step. 2. Configure scanning options: - Scan Method — Barcode (AAMVA), OCR, or both - Accepted ID Types — Driver's license, passport, military ID, state ID - Auto-populate Fields — Automatically fill visitor info from the scanned ID - Store ID Image — Choose whether to save a 4K photo of the ID - Expiration Check — Reject expired IDs automatically 3. Click Save Changes. Photo Capture & Matching 1. Click on the Photo Capture step. 2. Configure options: - Camera Source — Select which camera to use (front-facing, USB, IP camera) - Photo Quality — Standard or 4K resolution - Enable Photo Matching — Compare the captured selfie with the ID photo using AI - Match Threshold — Set the confidence level (recommended: 85%+) - Action on Mismatch — Alert front desk, block check-in, or allow with flag 3. Click Save Changes. Host Selection Step 1. Click on the Host Selection step. 2. Configure options: - Host Directory Source — Manual list, Google Workspace sync, or Microsoft 365 sync - Search Method — Type-ahead search, dropdown list, or department-first browsing - Pre-registration Override — Skip host selection if the visitor was pre-registered - Notification Trigger — Notify the host immediately upon selection or after full check-in 3. Click Save Changes. Reordering Steps 1. In the Flow Builder, click and hold the drag handle (≡) on any step. 2. Drag the step to its new position in the flow. 3. Release to drop it in place. 4. The flow auto-saves after reordering. Tip: Place ID scanning early in the flow so that visitor information fields auto-populate, reducing manual data entry. Conditional Steps KyberAccess supports conditional logic so certain steps only appear based on previous answers. 1. Click on any step and select the Conditions tab. 2. Click + Add Condition. 3. Set the condition: - If [field] equals/contains/is not [value] - Example: If Purpose of Visit equals Contractor, then show the NDA Signing step 4. You can chain multiple conditions with AND/OR logic. 5. Click Save Conditions. This allows you to create different check-in experiences for different visitor types — contractors might need to sign NDAs, while regular guests skip that step. Kiosk Mode Configuration If you use KyberAccess in kiosk mode (self-service check-in on a tablet or iPad): 1. Go to Settings → Kiosk Mode. 2. Enable Kiosk Check-In Flow — this uses the same flow builder but with kiosk-specific options. 3. Configure kiosk-specific settings: - Timeout — Auto-reset after inactivity (default: 60 seconds) - Welcome Screen — Custom message and branding - Language Selection — Enable multi-language support - Accessibility Mode — Larger text and high-contrast options 4. Click Save. Tip: Test your kiosk flow by clicking Preview Kiosk in the top-right corner before deploying. Multi-Location Flow Management If your organization has multiple locations: 1. Navigate to Settings → Locations. 2. Select a location from the list. 3. Click Check-In Flow for that location. 4. Each location can have its own unique check-in flow, or you can apply a Global Flow Template. 5. To apply a template: click Apply Template, select a saved flow, and click Apply. Testing Your Flow 1. After configuring your flow, click the Preview button in the Flow Builder toolbar. 2. Walk through the check-in process as a visitor would. 3. Verify that all steps appear correctly and conditional logic works as expected. 4. Click End Preview when finished. Troubleshooting | Issue | Solution | |-------|----------| | Step not appearing in kiosk mode | Ensure the step is enabled for kiosk under step settings | | ID scanner not auto-populating fields | Verify the Auto-populate Fields toggle is enabled in the ID Scanning step | | Conditional step always showing | Check that the condition field name exactly matches the form field | | Photo matching failing frequently | Lower the match threshold to 80% or ensure good lighting at the capture station | | Badge not printing after check-in | Confirm a printer is connected under Settings → Badge Printing | Best Practices - Keep it short — Aim for 3–5 steps maximum. Long flows frustrate visitors and slow down lobby throughput. - Front-load ID scanning — Scanning the ID first auto-populates visitor info and saves time. - Use conditional steps — Don't make every visitor sign an NDA; use conditions to target specific visitor types. - Test with real visitors — Preview mode is helpful, but real-world testing catches issues with camera angles, lighting, and scanner positioning. - Review regularly — Audit your check-in flow quarterly to remove unnecessary steps and update compliance requirements.

Visitor Feedback Surveys

Visitor Feedback Surveys Gathering feedback from visitors after their experience helps you identify areas for improvement, measure satisfaction, and demonstrate your commitment to a professional, welcoming environment. KyberAccess includes a built-in feedback survey system that automatically sends surveys to visitors after check-out and provides analytics on the responses. This guide covers how to set up, customize, and analyze visitor feedback surveys. Enabling Visitor Surveys 1. Log in to your KyberAccess dashboard at app.kyberaccess.com. 2. Navigate to Settings from the left sidebar. 3. Click Visitor Experience under the Configuration section. 4. Scroll to the Feedback Surveys panel. 5. Toggle Enable Post-Visit Surveys to On. 6. Click Save Changes. Once enabled, visitors who provide an email address during check-in will automatically receive a survey after they check out. Configuring Survey Delivery Delivery Timing 1. In the Feedback Surveys panel, click Delivery Settings. 2. Choose when the survey is sent: - Immediately after check-out — Sent as soon as the visitor checks out - Delayed — Sent after a configurable delay (15 minutes, 1 hour, 24 hours) - End of day — Batched and sent at a specific time (e.g., 5:00 PM) 3. Click Save. Tip: Sending surveys immediately after check-out yields the highest response rates, as the visit is still fresh in the visitor's mind. Delivery Method - Email (default) — Survey link sent to the visitor's email address - SMS — Survey link sent via text message (requires SMS integration with Telnyx) - Both — Send via email and SMS for maximum reach To configure SMS delivery: 1. Ensure your Telnyx integration is active under Settings → Integrations → SMS. 2. In Survey Delivery Settings, check Enable SMS Surveys. 3. Click Save. Customizing Survey Questions KyberAccess provides a default survey template, but you can fully customize the questions to match your needs. Editing the Survey Template 1. Go to Settings → Visitor Experience → Feedback Surveys. 2. Click Edit Survey Template. 3. The survey editor opens with the following default questions: - Overall Experience — 5-star rating - Staff Friendliness — 5-star rating - Check-In Speed — 5-star rating - Facility Cleanliness — 5-star rating - Additional Comments — Free-text field Adding Questions 1. Click + Add Question at the bottom of the survey editor. 2. Choose a question type: - Star Rating — 1–5 star scale - Multiple Choice — Select one option from a list - Checkbox — Select multiple options - Free Text — Open-ended text response - Net Promoter Score (NPS) — "How likely are you to recommend?" on a 0–10 scale - Yes/No — Simple binary question 3. Enter the question text. 4. For Multiple Choice and Checkbox types, add the response options. 5. Toggle Required if the question must be answered. 6. Click Save Question. Reordering Questions - Click and drag the handle (≡) next to any question to reorder. - The survey auto-saves after reordering. Removing Questions - Click the trash icon next to a question to remove it. - Confirm the deletion when prompted. Note: Removing a question does not delete historical responses to that question. Past data is preserved in your analytics. Survey Branding Customize the look and feel of your survey to match your organization's branding. 1. In the Survey Editor, click the Branding tab. 2. Configure the following: - Logo — Upload your organization's logo (displayed at the top of the survey) - Primary Color — Set the accent color for buttons and rating stars - Header Text — Custom welcome message (e.g., "We'd love your feedback!") - Thank You Message — Displayed after submission (e.g., "Thanks for visiting! Your feedback helps us improve.") - Background — Choose white, light gray, or a custom color 3. Click Preview to see how the survey looks on desktop and mobile. 4. Click Save Branding. Viewing Survey Results Survey Dashboard 1. Navigate to Analytics from the left sidebar. 2. Click the Feedback tab. 3. The Survey Dashboard displays: - Overall Satisfaction Score — Weighted average across all rating questions - Response Rate — Percentage of checked-out visitors who completed the survey - NPS Score — Net Promoter Score (if NPS question is enabled) - Trends Chart — Satisfaction trends over time (daily, weekly, monthly) - Question Breakdown — Average score per question Filtering Results - Date Range — Select a custom date range or preset (Today, This Week, This Month, This Quarter) - Location — Filter by specific location (for multi-location setups) - Visitor Type — Filter by purpose of visit (e.g., Contractor, Guest, Interview) - Rating — Filter by score range (e.g., only show 1–2 star responses) Reading Individual Responses 1. On the Survey Dashboard, scroll to the Recent Responses section. 2. Each response shows: - Visitor name and email - Date and time of visit - Ratings for each question - Free-text comments 3. Click on a response to view the full detail, including the visitor's check-in record. Exporting Survey Data 1. On the Survey Dashboard, click the Export button. 2. Choose a format: - CSV — Raw data for spreadsheet analysis - PDF — Formatted report for sharing 3. Select the date range and filters. 4. Click Download. Automating Survey Follow-Ups KyberAccess can automatically flag low-scoring responses for follow-up. 1. Go to Settings → Visitor Experience → Feedback Surveys → Automation. 2. Enable Low Score Alerts. 3. Set the threshold (e.g., alert when any rating is 2 stars or below). 4. Choose the notification recipient: - Facility Manager — Email notification - Specific User — Select from your team - Slack Channel — Post to a Slack channel (requires Slack integration) 5. Optionally enable Auto-Response Email — sends a personalized email to the visitor acknowledging their feedback. 6. Click Save. Tip: Following up on negative feedback quickly shows visitors you take their experience seriously and can turn a poor impression into a positive one. Survey Analytics Widgets Add survey data to your main dashboard: 1. Go to Dashboard. 2. Click Customize Dashboard (gear icon in the top-right). 3. From the Available Widgets panel, drag these to your dashboard: - Satisfaction Score — Current overall score with trend indicator - NPS Gauge — Visual NPS score display - Recent Comments — Scrolling feed of latest free-text responses - Response Rate — Percentage with comparison to previous period 4. Click Save Layout. Multi-Location Survey Comparison For organizations with multiple locations: 1. Navigate to Analytics → Feedback. 2. Click the Compare Locations toggle. 3. A comparison chart shows satisfaction scores side-by-side for each location. 4. Identify underperforming locations and drill into their specific feedback. Troubleshooting | Issue | Solution | |-------|----------| | Visitors not receiving surveys | Verify that visitors are providing email addresses during check-in. Check spam folders. | | Low response rate | Try sending surveys immediately after check-out. Keep surveys short (3–5 questions). | | SMS surveys not sending | Confirm Telnyx integration is active under Settings → Integrations → SMS. | | Survey link expired | Survey links are valid for 30 days. Visitors must complete the survey within that window. | | NPS score not showing | Ensure you have an NPS-type question in your survey template. | Best Practices - Keep surveys short — 3–5 questions maximum. Long surveys have much lower completion rates. - Include one free-text question — Star ratings show trends, but comments reveal specific issues. - Act on feedback — Survey data is only useful if you make changes based on it. Review results weekly. - Share results with staff — Post monthly satisfaction scores in common areas to motivate your team. - Benchmark over time — Track your NPS and satisfaction scores month-over-month to measure progress.

Visitor Self-Check-In Experience

The KyberAccess kiosk provides a guided self-check-in experience that visitors navigate on their own when they arrive at your facility. This article covers what visitors see from start to finish, how administrators can customize the experience, and how to configure language and accessibility options. What Visitors See on the Kiosk When a visitor approaches the KyberAccess kiosk (typically an iPad mounted at the reception area), they are greeted by a clean, branded interface designed to walk them through check-in in under 60 seconds. The kiosk runs the KyberAccess Kiosk App, which operates in a locked single-app mode — visitors cannot exit the app or access other iPad functions. Step-by-Step Kiosk Check-In Flow Here is the standard check-in flow that visitors experience: Step 1: Welcome Screen The first screen visitors see when the kiosk is idle. It displays: - Your organization's logo prominently at the top. - A welcome message (e.g., "Welcome to Acme Corp"). - A tagline or subtitle (e.g., "Please check in to begin your visit"). - Two primary action buttons: - Check In — For arriving visitors. - Check Out — For departing visitors. - A Scan QR Code option (if QR check-in is enabled) — "Have a QR code? Tap here to scan." The welcome screen activates a subtle animation or gently pulses the buttons to attract attention when idle. Step 2: Identification After tapping Check In, the visitor is asked to identify themselves. Depending on your configuration, one or more options appear: - Enter Your Name — The visitor types their first and last name using the on-screen keyboard. - Scan QR Code — The visitor holds up their QR code (from a pre-registration email) to the kiosk's camera. The system instantly recognizes them and skips to the confirmation step with pre-filled information. - Scan ID — If ID scanning is enabled, the visitor places their driver's license or government ID in front of the camera. The system reads the ID and auto-populates their name and details. For pre-registered visitors who enter their name, the system attempts to match them to an existing pre-registration. If found: "We found your reservation. Is this you?" with their details displayed for confirmation. Step 3: Visitor Information The visitor fills in required and optional fields. The fields shown depend on your check-in flow configuration (managed under Settings > Check-In > Check-In Flow): - Company/Organization — Text input. - Email Address — Text input with keyboard auto-switching to email layout. - Phone Number — Numeric input. - Who are you here to see? — The visitor searches for their host by name. The system shows matching results from the host directory. The visitor taps the correct host. - Purpose of Visit — Dropdown selection (Meeting, Interview, Delivery, Maintenance, Personal, Other) or free-text input. - Custom Fields — Any additional fields you have configured (e.g., vehicle license plate, project name). Each field is presented one at a time or in groups (configurable), with large touch-friendly input areas and a Next button to advance. Step 4: Photo Capture If photo capture is enabled: 1. The kiosk displays a live camera preview with a silhouette overlay showing where to position their face. 2. A message reads: "Please look at the camera for your visitor badge photo." 3. The visitor taps Take Photo or the system captures automatically after a 3-second countdown. 4. The visitor sees a preview of their photo with options: - Use This Photo — Accept and continue. - Retake — Try again (up to 3 retakes). Step 5: Compliance Documents If document signing is required (NDA, health screening, liability waiver, etc.): 1. The document is displayed in a scrollable view on the kiosk screen. 2. The visitor reads through the document. 3. At the bottom, they tap I Agree or sign using their finger on the touchscreen. 4. If multiple documents are required, they are presented sequentially. Previously signed documents for returning visitors are recognized — they see: "You have already signed this document. Would you like to review it again?" with an option to skip. Step 6: Health Screening (Optional) If a health screening questionnaire is enabled: 1. The visitor answers a series of yes/no questions (e.g., "Do you have any symptoms of illness?"). 2. Based on their answers, the system either: - Clears them to proceed, or - Flags them with a message: "Please wait at the reception desk. A staff member will assist you." 3. Flagged visitors are not checked in. The host and reception are notified. Step 7: Host Notification Once all steps are completed: 1. The kiosk displays: "Thank you! Your host [Host Name] has been notified of your arrival." 2. The host receives: - A push notification on the KyberAccess mobile app. - An email notification with the visitor's name, company, photo, and check-in time. - An SMS (if configured). 3. If auto-approval is enabled for this visitor type, check-in is completed immediately. 4. If manual approval is required, the kiosk shows: "Please have a seat. Your host will come to meet you shortly." Step 8: Badge Printing If badge printing is enabled and a printer is connected: 1. The badge is printed automatically (or the visitor is instructed to collect it). 2. The kiosk shows: "Your visitor badge is printing. Please collect it from the printer and wear it visibly during your visit." Step 9: Completion The kiosk displays a final confirmation screen: - "You're all set! Enjoy your visit." - A summary of the visit: Visitor name, host, location, badge number. - The screen returns to the Welcome Screen after 10 seconds (configurable). Customizing the Welcome Screen Make the kiosk experience match your brand: 1. Navigate to Settings > Kiosk > Appearance from the admin dashboard. 2. Customize the following elements: Logo - Click Upload Logo to add your organization's logo. - Supported formats: PNG, JPG, SVG. - Recommended size: At least 500px wide for crisp display on iPad screens. - Adjust positioning: Top-center (default), top-left, or top-right. Welcome Message - Title Text — The main welcome message (e.g., "Welcome to Acme Corp"). - Subtitle Text — A secondary message (e.g., "Tap below to check in"). - Font — Choose from available fonts or upload a custom brand font. - Font Size — Adjust for readability. Colors and Theme - Primary Color — Used for buttons, headers, and accents. Enter a hex code or use the color picker. - Background Color — The screen background. White, light gray, or a brand color. - Button Style — Rounded, Square, or Pill-shaped. - Dark Mode — Toggle to switch to a dark theme. Background Image - Upload a custom background image or pattern. - Set opacity to ensure text and buttons remain readable. Idle Screen - Screensaver — Enable a screensaver that activates after a set idle period (e.g., 2 minutes). - Slideshow — Display rotating images or messages when the kiosk is idle. - Attract Animation — A subtle motion on the Welcome Screen to draw attention. Configuring the Check-In Flow Administrators control which steps appear and in what order: 1. Go to Settings > Check-In > Check-In Flow. 2. The flow builder shows all available steps as draggable cards: - Identification - Visitor Information (with individual field toggles) - Photo Capture - Compliance Documents - Health Screening - Host Notification - Badge Printing 3. Drag to reorder steps. 4. Toggle steps on/off to include or exclude them. 5. For each step, click the gear icon to configure options: - Mark fields as Required or Optional. - Set placeholder text and help text. - Configure validation rules (e.g., email format check). 6. Click Save Flow. Different visitor types can have different flows. Click Add Flow Variant and assign it to a specific visitor type. Language Options Support visitors who speak different languages: 1. Go to Settings > Kiosk > Languages. 2. Toggle on the languages you want to support: - English (default) - Spanish - French - Mandarin Chinese - Arabic - Hebrew - Portuguese - Japanese - Korean - German - Italian - Russian - And more (30+ languages available) 3. For each enabled language, the system provides pre-translated kiosk text. Review and edit translations by clicking Edit Translations next to each language. 4. Click Save Languages. When multiple languages are enabled, the Welcome Screen displays a language selector (globe icon or flag icons) in the top-right corner. The visitor taps their preferred language, and all kiosk screens switch to that language for the duration of their check-in. Custom Translations To customize any translated text: 1. Click Edit Translations next to a language. 2. A translation editor opens showing every kiosk string with the default translation. 3. Edit any string to match your preferred wording. 4. Click Save Translations. Accessibility Features KyberAccess is designed to be accessible to all visitors: Text Size - The kiosk supports dynamic text scaling. Visitors can tap the Aa button in the top corner to increase or decrease text size. - Three size options: Standard, Large, and Extra Large. High Contrast Mode - Visitors can tap the contrast icon (half-circle) to switch to high-contrast mode with larger text and stronger color contrast. - This mode meets WCAG 2.1 AA standards. VoiceOver / Screen Reader - The kiosk app supports iPad VoiceOver. When VoiceOver is enabled on the device, all kiosk elements are labeled for screen reader navigation. - Visitors using VoiceOver can navigate the check-in flow using standard gestures. Touch Accommodations - Large, well-spaced touch targets (minimum 44x44pt per Apple Human Interface Guidelines). - Extended touch timeout for visitors who need more time to interact. - No timed auto-advances — the screen waits for the visitor to tap Next (except the idle timeout on the completion screen). Wheelchair Accessibility - Mount the kiosk at an ADA-compliant height (recommended: 48 inches from floor to screen center for seated access, adjustable mounts available). - The KyberAccess kiosk app works in both portrait and landscape orientation. Multilingual Support - As described above, visitors can switch languages on the Welcome Screen. - Right-to-left (RTL) languages like Arabic and Hebrew are fully supported with proper text alignment. Kiosk Check-Out Flow When a visitor is ready to leave: 1. They return to the kiosk and tap Check Out on the Welcome Screen. 2. The kiosk asks them to identify themselves: - Scan Badge QR Code — The visitor scans their badge. - Enter Name — The visitor types their name and selects from a list of currently checked-in visitors. 3. The system records the checkout time. 4. The kiosk displays: "Thank you for visiting! Have a great day." 5. The host receives a notification that their visitor has checked out. Best Practices - Keep the check-in flow short — Aim for under 60 seconds. Every additional step increases visitor frustration and lobby congestion. - Only require fields you actually need — Do not ask for information that will not be used. - Enable QR code check-in for pre-registered visitors — It reduces check-in time to under 10 seconds. - Test the flow yourself — Walk through the entire check-in process on the kiosk before deploying to visitors. Note any confusing steps. - Position the kiosk visibly — Place it near the entrance with clear signage ("Visitor Check-In"). - Keep the kiosk clean — Provide wipes near the kiosk for touchscreen hygiene. - Enable at least 2-3 languages if your visitors are multilingual — it makes a strong first impression. - Review accessibility settings annually to ensure compliance with current ADA and WCAG standards.