Customize Visitor Email

Tailor the email a visitor receives so every invitation reflects your building's branding and voice. Building admins control the full email framework, and can optionally allow tenant admins to personalize the custom text section for their own visitors.

Access visitor email settings

To open the visitor email customization options:

1. Navigate to the Visitor Management page.
2. Click the gear icon to open the settings.
3. Select the Visitor email section.

Who controls what

Role	Where	What they control
Building admin	HqO Admin	The full email framework: branding, sender details, header text, check-in instructions, default custom text, email signature, and attachments. Also decides whether to enable tenant customization.
Tenant admin	HqO web app	Only the Custom email text section, and only if the building admin enables tenant customization. All other template sections appear locked.

If tenant customization is not enabled, tenant admins see every section as locked and cannot edit any content.

Branding

Configure the visual identity of the visitor email.

Setting	Details
Logo	PNG, JPEG, JPG, or WEBP. Maximum 2 MB.
Header image	PNG, JPEG, JPG, or WEBP. Maximum 5 MB. 1920 x 1080 recommended.
Link color	Hex color applied to hyperlinks. Defaults to the building's secondary color.

Content

Configure the text and details that appear in every visitor invitation.

Setting	What it controls
Email sender	The display name and @hqo.co subdomain address the email is sent from, with optional reply-to routing.
Header text	The headline of the email. Supports the {host_name} and {building} variables.
Visit purpose	Read-only field that is auto-populated from the visit.
Check-in instructions	Separate instructions for desk check-in and bypass-desk visits. Supports visitor, host, and building variables.
Custom email text	A rich text note that appears on all visitor invitations—use it for directions, parking, or entry details. Supports variables.
Email signature	The sign-off that appears on all visitor invitations. Supports {host_name}, {visitor_name}, and {building}.
Attachments	Upload files such as parking maps or building policies to include with the invitation.

Supported variables

Insert variables to personalize each email automatically.

Variable	Resolves to
{host_name}	The employee hosting the visit.
{visitor_name}	The invited visitor's name.
{building}	The building name.

Tenant customization

The tenant customization toggle controls whether tenant admins can personalize their visitors' emails.

State	Behavior
Off (default)	The building admin's custom text applies to all tenant visitors without modification. Tenant admins see every section locked.
On	Tenant admins can personalize the Custom email text section. All other elements remain controlled by the building admin.

Personalize as a tenant admin

1. In the HqO web app, navigate to Operations > Visitor Management.
2. Open the Email template tab. Locked sections display a Building admin lock icon.
3. Edit the Custom email text field. Formatting options include bold, italic, bullet and numbered lists, and links, and you can insert the {visitor_name}, {host_name}, and {building} variables.
4. Save to apply your changes.

Why customize the visitor email

• Property and security teams reduce repetitive questions about access and directions.
• Tenants gain independent control over their visitor experience.
• Visitors receive clearer, more consistent guidance with less friction on arrival.