Getting started

Welcome to Workflow

Workflow is a check-in and queue management system. Visitors check themselves in on a tablet at your front desk, your staff see them appear instantly on a computer, and a TV in the waiting room tells each visitor when it is their turn and where to go.

This guide assumes you have never used Workflow before. It explains every screen, button and setting, step by step. You do not need to read it all at once:

• Setting Workflow up for the first time? Read Key ideas & terms, then follow the Quick-start checklist.
• Front-desk or staff member? Read The Check-ins screen, Working the queue and The staff portal.
• Something not working? Go straight to Troubleshooting.
• Looking for something specific? Use the search box at the top of this page.

What you need

• A computer with an up-to-date web browser (Chrome, Edge, Safari or Firefox) for the dashboard.
• A tablet (an iPad or Android tablet works well) for each kiosk — the screen visitors use to check in.
• Optional: a TV with a web browser (a smart TV, or a streaming stick or small computer plugged into it) for each queue display.
• An internet or network connection that reaches the Workflow server from every device.

There is nothing to install. Everything — the dashboard, the kiosk screens and the TV displays — runs in a web browser.

Key ideas & terms

A few words appear throughout Workflow. Understanding them makes everything else easier.

Organization

Your business or practice as a whole. Everything you set up — locations, kiosks, team members, settings — belongs to your organization. It is created when you register.

Facility

A physical location, such as “Harbor Street Clinic” or “Downtown Office”. Each facility has its own time zone, which is used for times shown in the queue, opening hours and reports. If you have one location, you need one facility.

Kiosk

A check-in screen, usually shown on a tablet at the front desk. Each kiosk is also a queue — the line of people who checked in on it. A facility can have several kiosks (for example “Front Desk” and “Lab”), each with its own queue.

Queue

The list of today’s visitors for one kiosk, in the order they arrived. Staff work through it on the Check-ins screen.

Reason (reason for visit)

A button visitors tap to say why they came — for example “Appointment”, “Walk-in” or “Lab work”. Each reason can send the visitor to a particular queue, ask for extra details, have its own opening hours, color the visitor’s row, and email someone when it is chosen.

Check-in

One visit by one person: their name, reason, arrival time, status, and any comments. A check-in is created when a visitor finishes on the kiosk, or when staff add someone at the desk.

Call

Telling a waiting visitor it is their turn and which station (room, desk or window) to go to. Calls are announced on the queue display.

Queue display

A waiting-room TV screen showing who is being called and, if you choose, who is waiting in line — using first names and last initials only (for example “Maria G.”).

Screen link

The web address that turns a tablet into a particular kiosk, or a TV into a particular queue display. It works like a key: anyone who opens it shows that screen. You rarely need to type it — you can scan a QR code or enter a short pairing code instead.

Roles: who can do what

Every person who signs in to Workflow is a team member of your organization with one of three roles:

• The owner is the person who registered the organization. There is one owner.
• Admins are trusted managers who set up and run the system day to day. In this guide, “owners and admins” are sometimes called managers.
• Staff work the queue. They sign in to a simpler staff portal that shows only check-ins, history and their own account.

Create your organization

The person who registers becomes the organization’s owner. Staff and admins do not register themselves — the owner or an admin adds them (see Team members).

1. Open the Workflow website and click Create account (or Get started).
2. Enter your full name, email and a password of at least 8 characters, then type the password again to confirm it.
3. Click Create account. You are signed in and taken straight to your dashboard.
4. Your organization is named after you (for example “Grace’s organization”). To change it, go to Team and edit Organization → Name.

Signing in

Owners and admins

1. Go to the Workflow sign-in page (/login on your Workflow address).
2. Enter your email and password and click Sign in.
3. If you have turned on two-factor authentication, open your authenticator app, type the current 6-digit code into Authenticator code and click Verify.
4. You land on the dashboard’s Overview.

Staff

Staff sign in at the staff portal: /workflow/staff on your Workflow address. Your administrator gives you the address, your email and a temporary password. (If a staff member signs in on the main sign-in page by mistake, Workflow takes them to the staff portal automatically.)

Forgot your password?

1. On the sign-in page (or the staff sign-in page), click Forgot password? next to the password field.
2. Enter the email you sign in with and click Email me a reset link.
3. Open the email “Reset your Workflow password” and click Choose a new password. The link works once and expires after 1 hour. Check your spam folder if it doesn’t arrive within a few minutes.
4. Enter a new password twice and click Set new password & sign in. You’re signed straight in.

• For safety you are signed out on every other device, and you receive a second email confirming the change. If you didn’t reset your password, reset it again straight away and tell your administrator.
• Requesting a new link makes earlier links stop working. You can request up to 3 links an hour.
• If the page says reset by email isn’t set up, ask your organization’s owner or an admin to use Reset password on the Team page.

To sign out, click Sign out at the bottom of the left-hand menu. Always sign out on shared computers.

Quick-start checklist

Follow these steps once, in order, to go from a new account to visitors checking in. The Overview page shows a Get set up card that ticks off the main steps as you complete them.

1. Secure your account. Turn on two-factor authentication under Account & security.
2. Add a facility. Go to Kiosks & facilities → + Add facility, enter the location name and choose its time zone. Details.
3. Add a kiosk. Click + Add kiosk next to the facility and give it a name staff will recognise, like “Front Desk”. If your organization pays per device, you complete the payment (or enter a promo code) here. Details.
4. Add reasons for visit. In the kiosk editor, open the Reasons tab and click + Add reason for each reason. Details.
5. Make it yours. Change the welcome text on Screens, upload your logo and background on Branding, and adjust colors on Style. The preview on the right shows the result. Details.
6. Put it on a tablet. On the editor’s Link tab, scan the QR code with the tablet’s camera, or open /pair on the tablet and type its code into Code on the device. Details.
7. Try it. Check yourself in on the tablet, and watch yourself appear on the Check-ins screen.
8. Optional — add a waiting-room TV. Under the facility’s Queue displays, click + Add display, then set up the TV the same way as the tablet. Details.
9. Optional — email notifications. Enter an email address on any reason that should notify someone. Details.
10. Invite your team. Go to Team → + Add team member for each admin and staff member. Details.

A tour of the dashboard

The dashboard is where owners and admins run Workflow. The menu on the left is grouped into three parts:

Along the top of the dashboard you will also see:

• Sound on / Sound off — plays a short chime when a visitor checks in on a kiosk. Browsers only allow sound after you click something, so it starts off; click it once to turn it on.
• Live — a green dot means the dashboard is connected and updating in real time. If it changes, your connection dropped; it reconnects automatically.
• N checking in — appears while someone is in the middle of checking in on a kiosk. Click it to go to the Check-ins screen.

The Help link in the menu opens this guide in a new tab.

Setting up

Facilities

A facility is a physical location. Kiosks and queue displays always belong to a facility, so you need at least one before you can add them.

Add a facility

1. Go to Kiosks & facilities and click + Add facility.
2. Enter a name (for example “Harbor Street”).
3. Choose the time zone the location is in. This controls the times shown in the queue, when reasons open and close, and what counts as “today”.
4. Click Add facility.

Edit or delete a facility

• Click Edit next to the facility name to rename it or change its time zone.
• Click Delete to remove it. This permanently deletes the facility, every kiosk and queue display in it, and all of its check-in history, and cancels their subscriptions if you pay for them. You are asked to confirm first. If you might need the history, download it from Reports before deleting.

Adding kiosks

Each kiosk is one check-in screen and one queue. Add a separate kiosk for each tablet or each line you want to keep separate (for example, “Front Desk” and “Pharmacy”).

Add a new kiosk

1. In Kiosks & facilities, click + Add kiosk next to the facility.
2. Leave Start from as Blank kiosk to start fresh, or choose an existing kiosk to copy (see below).
3. Enter the Kiosk name. Staff see this as the queue name, so make it clear.
4. Check the Facility.
5. Click Add kiosk. If your organization pays per device, the button says Continue to payment instead — see Paying for a kiosk or display.
6. The new kiosk opens in the kiosk editor.

Duplicate an existing kiosk

If you already have a kiosk set up the way you like, copying it saves time — useful when you open a second location or add another tablet.

1. Click Duplicate on the kiosk you want to copy (or choose it under Start from when adding a kiosk).
2. The name is filled in as “… (copy)”. Change it, and pick the facility for the copy.
3. Click Create copy (or Continue to payment).

What is copied: all screen text, branding, uploaded images, colors and sizes, questions, and every reason with its settings. What is not copied: the screen link (the copy gets its own) and check-ins. A reason that sends visitors to another queue keeps that only if the copy is in the same facility.

The kiosk list

Each kiosk row shows whether its screen is online (a green dot) and when it was last seen, how many reasons it has, and — if you pay per device — its billing status. The buttons do the following:

• Edit kiosk — open the kiosk editor.
• Duplicate — create a copy (see above).
• Open screen — open the kiosk screen in a new browser tab, for example to check it.
• Restart — reload the kiosk screen on the tablet remotely. Use it if a tablet looks stuck.
• Delete — remove the kiosk. Its screen link stops working; past check-ins stay in history and reports. If the kiosk has a paid subscription, it is cancelled immediately with no refund for the rest of the year.

The kiosk editor

The editor is where you design what visitors see. It has settings on the left and a live preview on the right.

Along the top

• ← Kiosks returns to the kiosk list.
• The kiosk name can be edited in place.
• Open screen opens the real kiosk screen in a new tab; Restart screen reloads it on the tablet.
• A status line shows whether the tablet is online now.

The preview

Use the buttons above the preview — Welcome, Reason, Details, Finished, Help — to see each step of the check-in. You can also tap through the preview like a visitor; nothing is submitted. Portrait / Landscape shows how the screen looks with the tablet turned either way. When the kiosk offers several languages, a language menu lets you preview each one.

Screens tab — the words visitors read

Welcome message

The large heading on the first screen. Default: “Welcome”.

Start button

The button visitors tap to begin. Default: “Touch here to check in”.

Reason question

The heading above the reason buttons. Default: “What brings you in today?”

Finished message

Shown after a visitor checks in. Default: “Thank you! Please have a seat. Someone will call you shortly.”

Return to welcome after (seconds)

How long the finished message stays before the kiosk resets for the next visitor (3–60 seconds).

Show help button

Adds a button visitors can tap to ask for a staff member. You get an alert on the Check-ins screen.

Help button / Help confirmation

The help button’s label, and the message shown after it is tapped.

Reasons tab

Lists the reason buttons visitors choose from. Click + Add reason to add one, Edit to change one, Delete to remove it, and the ↑ ↓ arrows to change their order on the screen. Reasons have many options — see Reasons for visit.

Questions tab — what visitors are asked

Visitors always enter their first and last name. You can also ask for:

Ask for mobile phone

Shows a phone field. It is optional for the visitor unless the chosen reason requires it.

Ask for date of birth

Shows a date-of-birth field — optional unless the reason requires it. Useful for telling apart two people with the same name.

Ask for the reason first

Shows the reason buttons before the name form, instead of after.

Languages tab — languages and translations

Choose which languages the kiosk offers, and enter or automatically translate your own text for each one. See Languages.

Branding tab — logo, background and readability

Logo

Drop an image on the box or click Upload image. PNG, JPEG, WebP or GIF up to 8 MB. A transparent PNG looks best; it is shown up to 320×80 in the top corner. Remove takes it off.

Background color

Used when there is no background image.

Background image

Covers the whole screen behind the text. 1920×1200 (landscape) is recommended. You can also paste an image web address under Or use an image link.

Readability. Text can be hard to read over a busy photo — Workflow warns you when it detects this. The quickest fixes are the presets:

• Light text on dark tint — darkens the photo and makes all text white.
• Dark text on light panel — places a white card behind the text and buttons.
• Reset colors & sizes — back to the original look.

For finer control, set the Tint color and Tint strength (a color layer over the whole image), the Panel color and Panel opacity (the card behind the content), and Text shadow.

Style tab — every color and font size

Each part of the screen has its own color and font size: headings, the finished message, body text, the form, the main button, the reason buttons, the “Start over” button, the help button and the clock. Click a color square to pick a color, or type a hex code such as #00654b. Sizes are in pixels for a 1280×800 screen and scale automatically with the tablet.

Link tab — putting the kiosk on a tablet

Shows a QR code, a pairing box, the kiosk’s screen link and its AI assistant screen link. Screen: chooses whether the QR code and pairing open the check-in form or the AI assistant. See Setting up the tablet. Generate a new link replaces the link — the old one stops working at once (use it if the link may have been shared with someone who should not have it).

Reasons for visit

Reasons are the buttons visitors tap to say why they came. To add one, open a kiosk in the editor, go to Reasons and click + Add reason. Each reason has these settings:

Label

The text on the button, such as “Appointment”. Keep it short.

Send to queue

Which queue the visitor joins. Normally This kiosk, but you can send them to another kiosk’s queue in the same facility. Example: one front-desk tablet where “Lab work” visitors go straight into the Lab queue.

Button color / Button text

Gives this reason’s button its own colors. Leave as-is to use the kiosk’s default button colors.

Queue row color / row text

Colors this visitor’s row on the Check-ins screen, so staff can spot, for example, walk-ins at a glance.

Require mobile phone / Require date of birth

Visitors who choose this reason must fill in these fields.

Limit to hours of operation

Makes the reason available only at certain times. Tick Open for each day and set the opening and closing times (in the facility’s time zone). Outside those hours the button is shown as closed.

Message when closed

What visitors see if they tap the reason while it is closed, for example “Lab work is available 8am–5pm on weekdays.”

When someone checks in for this reason, email

One or more email addresses (separated by commas, up to 10) to notify each time a visitor picks this reason. Leave empty to send nothing. Requires email to be working — see Email notifications.

Subject / Message

The wording of that email. Both start with sensible defaults you can edit; Reset to default brings the original back. Placeholders in curly brackets are replaced with the visitor’s details:

The default subject is “New check-in: {name} — {reason}” and the default message is “{name} just checked in at {kiosk} ({facility}) for {reason} at {time}.”

Setting up the tablet

To turn a tablet into a kiosk, it must open that kiosk’s screen link. There are three ways — you never need to type the long link.

Option 1 — Scan the QR code (quickest)

1. On your computer, open the kiosk in the editor and go to the Link tab.
2. On the tablet, open the Camera app and point it at the QR code on your computer screen.
3. Tap the link that appears. The kiosk screen opens.

Option 2 — Pair with a short code

1. On the tablet’s browser, go to the short pairing address shown on the Link tab (your Workflow address followed by /pair).
2. The tablet shows a 6-character code such as K7M-4QX.
3. On your computer, type that code into Code on the device and click Connect.
4. The tablet opens the kiosk screen by itself. Codes expire after 10 minutes; reload the pairing page for a new one.

Option 3 — Copy the link

Click Copy next to the screen link (or the AI assistant screen link) and send it to the tablet, for example by email or message, then open it there.

Make the tablet a dedicated kiosk

Once the kiosk screen is open, lock the tablet to it so visitors cannot leave it or open other apps:

• iPad: in Safari, tap the Share button → Add to Home Screen, and open Workflow from that icon (it opens full screen). Then turn on Guided Access (Settings → Accessibility → Guided Access) and triple-click the side or home button to lock the iPad to the screen.
• Android: use Screen pinning (Settings → Security → App pinning) or a kiosk-browser app, and set Chrome to full screen.
• Turn off auto-lock / sleep, keep the tablet plugged in, and mount it securely at a comfortable height.

AI check-in assistant

Every kiosk can also run as an AI assistant. Instead of filling in a form, visitors talk or type to a friendly assistant, which asks for their name, the reason for their visit and anything that reason needs. It uses the same kiosk, queue, reasons and branding, so there is nothing extra to set up. The assistant runs on F9 Networks’ own dedicated AI service, hosted by F9 Networks.

How a visit goes

1. The visitor taps the start button. The assistant greets them and asks for their name.
2. They answer by tapping the microphone and speaking, or by typing. Reason buttons appear as shortcuts.
3. The assistant matches what they say to your reasons. For example, “I’m here for my blood test” becomes Lab work. It asks for phone or date of birth only when that reason needs it, and never chooses a reason that’s closed.
4. An “Is this right?” screen shows the details. Nothing is submitted until the visitor taps Yes, check me in. Change something goes back to the conversation.
5. They join the queue like any other check-in, and staff see them in Checking in now while they talk.

• Prefer the form? Visitors can tap Prefer to fill in a form? or Use the form instead at any time. The regular form opens on the same tablet.
• Asking for a person: if a visitor asks for a staff member, the assistant sends the same help alert as the help button.
• Walked away? After 90 seconds without a touch, the screen returns to the welcome screen and nothing is saved.

Putting the assistant on a tablet

When you set up a tablet on the kiosk’s Link tab, choose Screen: AI assistant before scanning the QR code or entering the pairing code. You can also copy the AI assistant screen link on the same tab. You choose this for each tablet, so one tablet at a desk can show the form while another shows the assistant. To switch a tablet later, pair it again with the other choice.

Turning talking off

To keep everything typed, untick Let visitors talk to the assistant on the kiosk’s Link tab. The microphone button disappears, the browser’s speech recognition is never used, and replies are read aloud only with voices built into the tablet (or not at all if it has none). The change reaches tablets within seconds; no re-pairing needed.

Languages

Kiosks can welcome visitors in English, French (Français), Russian (Русский), Vietnamese (Tiếng Việt), Chinese (中文) and Spanish (Español). Both the form and the AI assistant support them.

Choose the languages

1. Open the kiosk in the editor and go to the Languages tab.
2. Tick the languages this kiosk should offer. The first one ticked is the default, which is the language to write your Screens text and reasons in.
3. With more than one language, the welcome screen shows a button for each. The kiosk returns to the default language for every new visitor.

What is translated

• Built in: buttons, form labels, error messages, month names and the clock are translated for you.
• Your own text (welcome message, start button, reason question, finished message, help text, reason names and closed messages): if you haven’t changed the default wording, the built-in translation is used. If you wrote your own, enter its translation on the Languages tab under each language. Blank fields show the grey text, which is what visitors will see.
• Translate automatically drafts translations of your own text and fills only the empty fields. Read them over, ideally with a native speaker, and correct anything that sounds wrong. Changes save automatically.
• Use the language menu above the preview to check every screen in each language.

What staff see

When a kiosk offers more than one language, each check-in records the language the visitor chose, for example “Spanish”. It appears in the Language column on the Check-ins screen, where languages other than English are highlighted. It also appears in History, the edit dialog and the CSV export, and you can search by it. Use it to have an interpreter ready or to greet visitors in their language. Staff can set or correct it with Edit.

Queue displays (TV)

A queue display is a screen for your waiting room. When staff call a visitor, it shows “Now calling Maria G.” with a message such as “Please go to Station 3”, and can play a chime and fill the screen with the announcement. It can also list everyone waiting, in order. For privacy it only ever shows first names and last initials.

Add a display

1. In Kiosks & facilities, find Queue displays under the facility and click + Add display.
2. Enter a Name (for example “Lobby TV”) and a Title on screen.
3. Under Queues to show, tick the kiosks whose visitors should appear on this TV.
4. Choose whether to show the waiting list, how many names, how many recent calls to keep, the chime, and the colors. You can change all of this later.
5. Click Add display (or Continue to payment if your organization pays per device). The display opens in its editor.

The display editor

Like the kiosk editor, changes save automatically and appear on the TV right away. The preview shows a Sample line or the Live line; Preview a call plays an announcement in the preview only (not on the TV).

Content

The title, the “Now calling” and “In line” headings, the message shown when nobody has been called, the message when the line is empty, and the heading on the full-screen call. Also which queues to show.

Layout

Show the waiting list, which side it appears on, how many names (Names shown), Number the waiting list (1, 2, 3…), Recent calls kept on screen (earlier calls still waiting), Show the clock, Full-screen call announcement and its length in seconds, and Chime on each call.

Branding

Logo (shown next to the title), background color and image (1920×1080 recommended), tint, and the presets Dark, Light, High contrast and Over a photo.

Style

The color and size of each part: title, headings, called name, call message, recent calls, waiting list, highlight, other text, clock, and the full-screen announcement. Sizes are for a 1920×1080 TV.

Link

QR code, pairing and screen link — see Setting up the TV.

On the kiosk list, each display also has Edit, Open, copy-link and Delete buttons.

Setting up the TV

1. Open the TV’s web browser (or the browser on a streaming stick or small computer connected to it).
2. Go to the pairing address shown on the display’s Link tab (your Workflow address followed by /pair). The TV shows a code.
3. On your computer, type the code into Code on the device on the display’s Link tab and click Connect.
4. The TV opens the display. Put the browser in full-screen mode.

Alternatively, scan the QR code with a phone or device that can “cast” to the TV, or type the screen link into the TV’s browser.

The display fills the whole screen at any size and shape, and updates by itself — you never need to touch the TV again unless it loses power.

Every day

What visitors see

Knowing the visitor’s steps helps you assist people at the desk. A typical check-in takes under a minute:

1. Welcome. The visitor taps the start button (“Touch here to check in”). If the kiosk offers several languages, they can tap theirs first, and the rest of the check-in is in that language.
2. Reason. They tap the reason for their visit. Closed reasons show the closed message. (If Ask for the reason first is off, this comes after their details.)
3. Details. They type their first and last name, and phone or date of birth if asked, then tap Continue. Start over goes back to the beginning.
4. Finished. They see the finished message (“Thank you! Please have a seat…”), and the screen returns to the welcome screen for the next person.

On a tablet set up as the AI assistant, visitors talk or type instead of using the form, then confirm their details on screen.

Meanwhile, staff see the visitor in real time: “Entering their details”, then “Choosing a reason”, then the new check-in appears in the queue with a chime (if sound is on).

• Help button: if turned on, a visitor can tap it to call for help. Staff get an alert (“Asked for help”) and the kiosk shows the help confirmation, then returns to the start.
• Walked away? If nobody touches the screen for 60 seconds partway through, it returns to the welcome screen and nothing is saved.
• Connection lost? The kiosk keeps trying to reconnect by itself.

The Check-ins screen

This is the screen front-desk staff keep open all day. It shows today’s queue and updates instantly — you never need to refresh the page.

Choosing what you see

• Facility: if your organization has several facilities, choose one from the list at the top.
• Queue chips: one chip per kiosk, each showing how many people are waiting and whether its tablet is online (green dot). Click a chip to see that queue, or All queues to see everyone in the facility together.
• Search: type part of a name, phone number, reason, comment or language.
• Status filter: All, Waiting (not called), Called, Checked in, No-shows or Transferred out.
• Reason filter: show only one reason.
• Sort: Oldest first (the person who has waited longest at the top) or Newest first.
• Table options: choose which columns to show (wait time, date of birth, phone, language, reason, queue, checked in by, comments) and the text size (small, medium, large).

Your choices are remembered on this computer for next time.

Checking in now

A panel shows visitors who are in the middle of checking in on a kiosk, and at which kiosk — for example “Maria Garcia — Entering their details — Front Desk”. This lets you greet people and spot anyone who is struggling. Entries disappear when they finish or leave.

Reading the table

• Arrived — when they checked in. Done — when they were checked in or marked as a no-show.
• Wait — how long they have been waiting (or waited). It changes color as the wait grows.
• Name — last name, first name. Labels show (desk) for people added by staff, (returned) for people returned to the queue, and (transferred) for people moved from another queue.
• Language — the language the visitor chose on the kiosk. Languages other than English are highlighted. See Languages.
• Status — see Check-in statuses. Called visitors show the station, the time and who called them.
• Rows may be colored by reason. Finished rows are dimmed.

Working the queue

The icons at the start of each row are the actions. Hover over an icon to see its name. A typical visit goes: Waiting → Called → Checked in.

Call a visitor to a station

1. Click the speaker icon (Call to a station) on the visitor’s row.
2. Enter the Station — for example “Room 2” or “Window A”. Stations you have used before are suggested as you type.
3. Check the Message on the screen. In the message, {name} becomes the visitor’s first name and last initial and {station} becomes the station. The default is “Please go to {station}”.
4. The preview shows exactly what the TV will display. Click Call.

The queue display announces the call, and the row shows Called with the station. If the person doesn’t come, click the speaker icon again (Call again); the status shows how many times they were called (for example “Called ×2”).

Check a visitor in

When you have seen the visitor, click the tick icon (Check in). Their status becomes Checked in, the time is recorded under Done, your name is recorded under Checked in by, and they leave the TV display.

Mark a no-show

If the visitor doesn’t respond when called (or has left), click the circle-with-a-line icon (No-show). They are removed from the line and counted as a no-show in reports.

Return someone to the queue

For a visitor who was checked in or marked as a no-show but needs to wait again (for example, they came back, or need a second service), click the arrow icon (Return to queue). This creates a new check-in for the same person at the end of the queue, marked (returned). The original visit stays in history unchanged, so reports count both.

Transfer to another queue

1. Click the two-arrows icon (Transfer).
2. Choose the queue under Move to queue and click Transfer.

The visitor joins the end of the other queue (marked (transferred)). Their visit in the original queue is kept as Transferred. Transfers are only possible between kiosks in the same facility.

Edit a check-in

Click the pencil icon (Edit) to correct the name, phone, date of birth, preferred language or reason, or to add comments (for example “Needs wheelchair access”). Click Save changes.

Add someone at the desk

For visitors who can’t or won’t use the tablet, or who phone ahead:

1. Click + New check-in above the table.
2. Choose the Queue and Reason, enter the name (and phone, date of birth, preferred language and comments if useful).
3. Click Add to queue. They join the queue marked (desk), exactly like a kiosk check-in.

Check-in statuses

Each day starts with an empty queue. Earlier visits are in History and Reports.

The staff portal

Staff members use a simpler version of Workflow at /workflow/staff. It contains only what they need:

• Check-ins — the live queue, with every action described in Working the queue.
• History — search past visits.
• My account — change their name and password, and turn on two-factor authentication.

First sign-in for a new staff member

1. Your administrator gives you the staff portal address, your email and a temporary password.
2. Open the address, sign in, and go to My account.
3. Under Change password, enter the temporary password as the current password, choose your own new password (at least 8 characters), and click Update password.
4. Optionally turn on two-factor authentication.

Owners and admins can open the staff portal too; it has a Full dashboard link back to the main dashboard.

History

History finds past visits — useful for answering “Was this person here last week?” or checking who saw a visitor.

1. Go to History and choose the facility.
2. Type a name or phone number and click Search. Names can be entered as “Lee”, “Ann Lee” or “Lee, Ann”.

Results show each visit with date of birth, phone, arrival time, wait, reason, queue, status, who checked them in, and comments. Visits created by returning someone to the queue are labelled Returned to queue, and transfers Transferred in, so every visit — including repeat ones the same day — is listed separately.

Reports

Reports summarise activity over any date range. Owners and admins can open them.

1. Go to Reports.
2. Choose the facility and set From and To dates.
3. Click Run report.

You see:

• Check-ins — total visits in the period.
• Checked in and No-shows — with their percentage of the total.
• Avg. wait and Longest wait — from arrival until checked in.
• By reason — visits, no-shows and average wait for each reason.
• By queue — visits and average wait for each kiosk.
• A list of the check-ins (the latest 1,000 on screen).

Download CSV saves every check-in in the range as a spreadsheet file you can open in Excel, Numbers or Google Sheets.

Administration

Team members

The Team page lists everyone in your organization, with their role and 2FA status. Owners and admins can rename the organization here under Organization.

Add a team member

1. Click + Add team member.
2. Enter their Full name and Email.
3. Choose a Role — Staff or Admin (only the owner can add admins). See Roles.
4. Enter a Temporary password of at least 8 characters, or click Generate for a strong one.
5. Click add. The next screen shows their sign-in details — click Copy details and pass them on securely (in person or by a private message; avoid shared channels).

Staff sign in at /workflow/staff; admins at /login. Both should change the temporary password after their first sign-in.

Manage existing members

• Make admin / Make staff — change someone’s role (owner only).
• Reset password — sets a new temporary password and signs them out everywhere. Use it when someone forgets their password.
• Remove — takes away their access immediately. Their past actions (such as who checked in a visitor) remain in history.

Admins can manage staff; only the owner can manage admins. Nobody can remove the owner. Each person manages their own name, password and 2FA under Account & security.

Email notifications

Workflow can email people when a visitor checks in for a particular reason — for example, notify the lab when someone chooses “Lab work”. Setting this up has two parts.

1. Choose who gets emails, per reason

In the kiosk editor, edit a reason and fill in When someone checks in for this reason, email, and optionally adjust the subject and message. See Reasons for visit.

2. Make sure emails can be sent

Go to Email settings. One of two things applies:

• Platform default: if your Workflow provider has set up a default mail server, notification emails already work — the page shows the address they are sent from. You can skip the rest of this section, or enter your own settings to send from your own address.
• Your own mail server (SMTP): enter the details from your email provider and click Save settings.

SMTP server / Port

Your provider’s outgoing mail server and port (usually 587).

Security

STARTTLS for port 587; SSL/TLS for port 465.

Username / Password

Your mailbox sign-in, or an app password (see below). The password is stored encrypted and never shown again.

From name / From email

How emails appear to recipients, for example “Harbor Health <frontdesk@harborhealth.com>”.

Send notification emails

Turn all notification emails on or off without deleting the settings.

The page lists settings for common providers:

Test it

Under Send a test email, enter your own address in Send to and click Send test. If it fails, the error explains why (for example a wrong password or server name).

Recent emails

The log at the bottom lists the last 100 notification and test emails: when, type, recipient, subject and status (sent, failed with the reason, or skipped — for example when notifications are turned off). Click Refresh to update it.

To go back to the platform default, click Remove settings.

Billing & payments

Depending on your Workflow plan, kiosks and queue displays may be paid yearly subscriptions. If so, the price appears when you add a device (for example “$299.00 / year per kiosk”). If no price is shown, adding devices is free and this section does not apply.

Paying for a kiosk or display

1. Add the kiosk or display as usual and click Continue to payment.
2. A secure payment form opens, showing the device name and yearly price.
3. Enter your card details. Card details go directly to Stripe, our payment processor — Workflow never sees or stores your card number.
4. Click Pay. Some banks ask you to confirm the payment in their app or with a code.
5. When the payment succeeds, the device is created and opens in its editor.

If you close the payment form without paying, nothing is added and you are not charged. Instead of paying, you can also use a promo code.

Renewals

• Each device renews automatically every year on the same card. Its row shows Paid until a date.
• Renewal payment failed: the device keeps working while the payment processor retries. Update your card under Billing → Payment method & invoices.
• Subscription ended: if renewal doesn’t succeed, the subscription ends and that kiosk or TV shows “This kiosk’s subscription has ended. Ask your administrator to renew it.” Click Renew on the device to pay for a new year. The device keeps its screen link, settings and history, so the tablet starts working again on its own.

The Billing page

• Plan — the yearly prices and how many subscriptions you have.
• Devices — every kiosk and display with its status and the date it is covered until, plus Renew and Promo code buttons.
• Promo codes redeemed — codes your organization has used.
• Payment method & invoices — opens Stripe’s secure customer portal, where you can update your card and download invoices and receipts.

Cancelling

To stop paying for a device, delete it. Its subscription is cancelled immediately; the rest of the year is not refunded. Deleting a facility cancels the subscriptions of all its devices. Devices added before payments were introduced stay free.

Promo codes

A promo code gives free years of service to one kiosk or display. Your Workflow provider may give you codes as part of a deal. Each code says how many free years it gives and whether it works for kiosks, displays or both. An organization can use a given code once.

Add a new device with a promo code

1. Click + Add kiosk, Duplicate or + Add display and fill in the form.
2. Click Have a promo code? and type the code (capital letters are not required).
3. Click Add with promo code. The device is added without payment, free for the code’s years.

Add free years to an existing device

1. Click Promo code on the device’s row (on Kiosks & facilities or Billing).
2. Type the code and click Redeem.

• On a paid device, the next yearly charge(s) are skipped, and billing resumes afterwards on the same card. The row shows “Paid until … (incl. promo)”.
• On a device covered only by promo codes, or one whose subscription ended, it becomes free for that many more years (starting today if it had ended). The row shows “Free until … (promo)”.
• A device whose renewal payment is failing can’t take a code until the card is fixed.

When promo years run out on a device with no card subscription, it stops like an ended subscription. Renew it with a card or another code.

If a code is rejected, the message explains why: the code is wrong or expired, it has been used up, it is for a different kind of device, or your organization already used it.

Account & security

Everyone manages their own account under Account & security (called My account in the staff portal).

Profile

Change your Full name (shown to your team and recorded when you check visitors in) and click Save profile.

Change your password

1. Under Change password, enter your Current password.
2. Enter a New password of at least 8 characters and confirm it.
3. Click Update password. You stay signed in here but are signed out on every other device.

Forgot your password? Click Forgot password? on the sign-in page and follow the emailed link — see Forgot your password?. Your owner or an admin can also use Reset password on the Team page.

Two-factor authentication (2FA)

2FA protects your account even if someone learns your password: signing in also needs a 6-digit code from an app on your phone. We strongly recommend it for owners and admins.

1. Install an authenticator app on your phone, such as Google Authenticator, Microsoft Authenticator, 1Password or Authy.
2. Under Two-factor authentication, click Set up authenticator.
3. In the app, add an account and scan the QR code shown. (If you can’t scan, type the setup key shown below it.)
4. Type the 6-digit code the app shows into Code and click Verify & enable.

From now on, after your password you will be asked for the current code from the app. Codes change every 30 seconds — if one is rejected, wait for the next.

Turning 2FA off: enter your password and a current code, then click Disable two-factor.

Lost or replaced your phone?

Without the authenticator app you can’t complete sign-in, so reset your password by email instead:

1. On the sign-in page, click Forgot password? and enter your email.
2. Open the emailed link. The page warns that two-factor authentication will be turned off.
3. Choose a new password and click Set new password & sign in. You’re signed in without a code.
4. A message asks you to set up two-factor authentication again. Click Set it up now and follow the steps above with your new phone.

Until you set it up again, the reminder appears each time you sign in. Later hides it until your next sign-in; Don’t remind me stops it (you can still turn 2FA on at any time). Apps like 1Password and Authy can back up your codes, so a new phone doesn’t lock you out.

Support

Troubleshooting

Frequently asked questions

Privacy & good practice

• Healthcare organizations: F9 Networks signs a Business Associate Agreement (BAA) with every healthcare client. Make sure yours is in place before checking in patients.
• Collect only what you need. Ask for phone or date of birth only if you use it.
• The AI assistant runs on F9 Networks’ own AI service. What visitors say or type to it, such as their name, reason, and any phone or date of birth asked for, goes to F9 Networks’ dedicated AI service, hosted by F9 Networks, to understand it. It isn’t sent to an outside AI company. The one exception is talking in Chrome: Chrome itself turns spoken words into text using Google’s speech service. Typing avoids this, and you can turn talking off for any kiosk (see Turning talking off). If your organization has rules about this, check them before using the assistant, and use the form on tablets where it isn’t appropriate.
• Keep screen links private. Don’t post them publicly. Regenerate a link if it may have leaked.
• Position screens thoughtfully. Place the staff computer so visitors can’t read the queue. The TV shows only first names and last initials.
• Use 2FA for owners and admins, and a unique password for everyone.
• Remove leavers promptly from the Team page, and never share accounts — each person’s actions are recorded under their name.
• Sign out of shared computers at the end of the day.
• Mind your comments. Check-in comments are visible to all team members; keep them factual and professional.

Glossary

AI assistant

A version of a kiosk screen where visitors talk or type to an assistant instead of filling in a form.

2FA (two-factor authentication)

Signing in with your password plus a 6-digit code from an app on your phone.

Authenticator app

A phone app that generates 2FA codes (Google Authenticator, Microsoft Authenticator, 1Password, Authy).

Call

Announcing that a waiting visitor should go to a station.

Check-in

One visit by one person.

Checked in (status)

The visitor has been seen; the visit is complete.

CSV

A spreadsheet file format that Excel, Numbers and Google Sheets can open.

Facility

A physical location with its own time zone.

Kiosk

A self check-in screen and its queue.

No-show

A visitor who didn’t respond when called.

Password reset link

A single-use link, emailed on request, for choosing a new password. Using it also turns off two-factor authentication.

Pairing code

A short code shown at /pair on a device, used to connect it to a kiosk or display without typing a link.

Preferred language

The language a visitor chose on the kiosk, shown to staff on the check-in.

Promo code

A code that gives a kiosk or display free years of service.

Queue

Today’s line of visitors for one kiosk.

Queue display

A waiting-room TV screen announcing calls and showing the line.

Reason

A button visitors tap to say why they came.

Return to queue

Creating a new check-in at the end of the queue for someone who has already been seen or marked a no-show.

Screen link

The private web address that opens a particular kiosk or display.

SMTP

The standard way to send email through a mail server; used for notification emails.

Station

Where a called visitor should go: a room, desk or window.

Transfer

Moving a waiting visitor to another queue in the same facility.

Can’t find what you need? Contact your Workflow provider’s support team.