Visitor Management

Manage every aspect of your building's front desk from one screen: pre-register guests, scan visitors in, track vendor certificates of insurance, and review security watchlist matches.

Overview

Navigate to HqO Admin > Operations > Visitor Management to access the full visitor workflow. The page is organized into six tabs — Visits, Visitors, Vendors, Tenant Employees, Watchlist, and Groups — covering everything from daily check-ins to recurring vendor management.

At the top of the page, four global actions are always available:

Action	Description
Scan LP	Scan a vehicle license plate to match or create a visit
Scan QR	Scan a visitor's QR code invite to check them in
Scan ID	Scan a government-issued photo ID to match a visit
Create visit	Manually create a new visit record (dropdown arrow reveals additional options)

Click the ⚙ Settings gear icon next to the page title to configure notification emails and host alerts.

💡 Tip: Tenants can pre-register their own guests through the HqO mobile or web app. Those visits appear automatically in the Visits tab before the visitor arrives.

Tabs

Visits

The Visits tab is the primary daily view for front desk staff. It defaults to the current date and shows all visit records with real-time status updates.

Date navigation — Use the date picker and the ‹ and › arrows to browse visits by day.

Daily stats bar — A color-coded summary displays the count for each status at a glance:

Status	Indicator color	Meaning
Total Visits	—	All visits for the selected date
Pending	🟠 Orange	Visit created but not yet confirmed
Expected	🟣 Purple	Visitor is registered and expected to arrive
Checked-in	🟢 Green	Visitor has been checked in
Cancelled	⚫ Grey	Visit was cancelled
Approved	🟢 Green	Visit approved (used with watchlist or approval workflows)
Denied	🔴 Red	Visit denied

Filters — Narrow the visit list using the filter bar:

Filter	Description
Search	Search by visitor or host name
Type	Filter by visit type
Host	Filter by the tenant employee hosting the visit
Host company	Filter by tenant organization
Status	Filter by visit status
📌 Pin	Pin current filter selection so it persists across sessions
View	Toggle column visibility
Filters	Access additional filtering options
↓ Download	Export the current view to CSV

Visit table columns:

Column	Description
Visitor	Visitor name and company
Expected	Scheduled visit date and arrival window
Host	Tenant employee hosting the visit and their company
Invite	Whether an invite was sent and the timestamp
Floor	Destination floor in the building
Status	Current visit status (color-coded badge)
Badge	Badge assignment state (e.g., Activated)
⋯ Actions	Per-row menu for check-in, cancellation, editing, and more

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Visitors

The Visitors tab shows a searchable directory of all previous visitors across all dates — not just today.

Table columns:

Column	Description
Visitor	Visitor name and company
Email	Visitor email address (if captured)
Phone	Visitor phone number (if captured)
Host company	Tenant company that hosted the visit

Filters: Search, Host company, Host

Row action: Click Add another visit to quickly schedule a follow-up visit for a returning guest without re-entering their details.

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Vendors

The Vendors tab manages recurring service vendors and tracks their Certificate of Insurance (COI) status.

Table columns:

Column	Description
Vendor	Vendor name, logo, and website URL
Industry	Industry category (e.g., Apparel & Fashion, Computer Software)
COI	Whether a COI is on file, and its expiry date
COI status	Current COI validity status
Vendor personnel	Primary contact for this vendor

COI status values:

Status	Meaning
Active 🟢	COI on file and currently valid
Not yet active ⚪	COI submitted but not yet in effect
No COI	No certificate of insurance on file

Filters: Search, COI status

Row action: Click Check in to log the vendor's arrival without creating a formal visit record.

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Tenant Employees

The Tenant Employees tab lists all tenant staff who may visit the building and shows their pass status.

Table columns:

Column	Description
Name	Employee name
Email	Employee email address
Company	Tenant company
Status	Pass approval status

Status values:

Status	Description
Requires approval	A staff member must manually approve before this employee receives a building pass
No approval required	Employee can receive a pass without manual review

Filters: Search, Status, Company

Row actions: Click Request pass to initiate approval, or Activate pass when no approval is required.

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Watchlist

The Watchlist tab flags visitors who match a security watchlist entry. Matched visits are held in Pending status and cannot be checked in until a security admin reviews and approves or denies them.

A badge on the Watchlist tab counts unresolved matches (e.g., Watchlist 2).

Table columns:

Column	Description
Visitor	Visitor name and email from the visit record
Created	When the visit was registered
Expected	Scheduled visit date
Host	Tenant employee hosting the visit
Match	The watchlist entry that matched (name + reason)
Status	Current review status or prior approval decision

Filters: Search, Host, Status

Row actions:

• Click Approve to clear the match and allow check-in to proceed.
• Click Deny to prevent check-in.

Click Manage watchlist in the top right to add, edit, or remove entries from the watchlist itself.

How the watchlist works

When a tenant registers a visitor, HqO automatically scans the submitted information against the active watchlist. A match triggers the following:

1. The visit status is set to Pending — check-in is blocked until cleared.
2. The tenant host receives a Visit Pending email notification.
3. The security admin receives a Watchlist Match email and a badge appears on the Watchlist tab.
4. The security admin reviews the match and clicks Approve or Deny.
5. The tenant host is notified of the decision by email.

Match criteria — A visit is flagged if the visitor's information matches any of:

• Last name + first two letters of first name
• Email address
• Phone number

Adding entries to the watchlist

⚠️ Note: The Watchlist feature must be enabled first. Go to Settings > Features and turn on the Enable Watchlist toggle.

1. Go to the Watchlist tab.
2. Click Manage watchlist.
3. Click Add to open the form.
4. Fill in the person's details:

Field	Required
First name	✅
Last name	✅
Aliases (comma-separated)	—
Email	—
Phone	—
Reason	—
Photo (PNG or JPEG)	—

5. Click Add. The entry is active immediately.

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Groups

The Groups tab manages group visit records, where multiple visitors arrive together under a single record.

Table columns:

Column	Description
Group name	Name of the visitor group
Members	Number of visitors in the group
Created by	The staff or tenant who created the group

Filters: Search

Row action: Click Invite group to send a visit invitation to all members of the group.

Click Create new group in the top right to create a new group record.

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Core workflows

Check in a visitor manually

1. Go to HqO Admin > Operations > Visitor Management.
2. On the Visits tab, confirm the correct date is selected.
3. Find the visitor's row in the table.
4. Click the ⋯ Actions menu on the right side of the row.
5. Select Check in.

Scan a visitor in

1. Click Scan QR, Scan LP, or Scan ID at the top of the page.
2. Use the camera to scan the visitor's QR invite, license plate, or photo ID.
3. The system matches the scan to an existing visit or prompts you to create a new one.

Create a bulk visit

Bulk Visitor Registration lets you register multiple visitors — each with their own host, arrival time, and date — in a single session. Ideal for conferences, large events, or staggered visitor schedules.

1. Go to HqO Admin > Operations > Visitor Management.
2. Click the dropdown arrow next to Create visit.
3. Select Bulk visit.
4. In the bulk visitor modal, either:
   • Enter visitor details one by one using the form, or
   • Upload a CSV file using the visitor template, or
   • Use the Invite group dropdown to select a saved group
5. For each visitor, fill in:

Field	Notes
Email	Valid email format
First name	Required
Last name	Required
Phone	International format
Start / End date	MM/DD/YYYY or YYYY-MM-DD
Start / End time	9:00 AM or 09:00 format
Host email	Must match a valid host in the system
Check-in type	Check-in at desk or Stop at desk
Floor / Suite	Optional
Max entries	1, 2, or Unlimited
Notifications	Email, SMS, or both
Visitor note	Shown to visitor
Front desk note	Internal only

6. Optionally check Save as group to save this visitor list for future use (e.g., "Marketing Team").
7. Click Create visits. A progress bar confirms creation, and visits appear immediately in the Visits table.

💡 Tip: CSV uploads have a 5 MB max size. If any rows have errors, the interface highlights them and explains the issue — fix and re-upload.

Create a visit manually

1. Click Create visit.
2. Enter the visitor's name, company, host, floor, and expected arrival time.
3. Save. The visit appears in the Visits tab for the selected date.

Resolve a watchlist match

1. Go to the Watchlist tab.
2. Review the visitor and matching watchlist entry.
3. Click Approve to allow check-in, or Deny to block entry.

Add a vendor

1. Go to the Vendors tab.
2. Click Add vendor (or use your building admin to import vendor records).
3. Enter the vendor's name, industry, and COI details.
4. Save. The vendor appears in the vendors list.

Invite a group visit

1. Go to the Groups tab.
2. Click Create new group and add all group members.
3. Save the group.
4. Click Invite group to send the visit invite to all members at once.

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Settings

Access settings by clicking the ⚙ icon next to the Visitor Management page title, or navigate to HqO Admin > Operations > Visitor Management > Settings.

Feature settings

Setting	Description
Administrator Email	Configure which email addresses receive visitor notification emails. Options: None (no notifications) or Custom email(s) (specify one or more addresses).
Host Email	Configure whether the tenant employee hosting a visit receives an email notification. Options: Yes or No.

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FAQ

Can tenants pre-register their own visitors? Yes. Tenant users with access to the HqO mobile or web app can pre-register visitors. Those visits appear in the Visits tab before the guest arrives.

What happens when a visitor matches the watchlist? The visit is flagged and cannot be checked in until a staff member reviews the match and clicks Approve or Deny in the Watchlist tab.

Can I see visits from previous dates? Yes. Use the date picker at the top of the Visits tab to navigate to any past or future date.

What does the Badge column show? The Badge column indicates whether a building access badge has been assigned to the visitor and its current state (e.g., Activated).

How do I filter the visit list to a specific tenant? Use the Host company dropdown in the filter bar to narrow visits by tenant organization.

What's the difference between Vendors and Visitors? Vendors are recurring service companies tracked with COI records and personnel contacts. Visitors are individuals (guests, clients) registered for specific one-time or recurring visits.

How do I track tenant employees specifically? Use the Tenant Employees tab, which lists all employees registered across your tenant companies and their building pass status.

Need help?

Contact your HqO account team or email appsupport@hqo.co.

Related

• Access Control
• Who's In
• Resource Booking
• CRM / Vendors