Questions

Before a visitor joins, ask what you need to know. They answer with a tap — nothing to type — and your staff see the answer the moment the visitor is in the line.

The page reads from top to bottom, and the most common things come first.

The phone is the visitor page itself. Press anything on it — a detail, a question — and the page takes you to that item (“Change: Mobile number”). You do not have to hunt for the matching switch. The phone also shows the page you picked: for example “Shown as the Join page”.

Each line has one set of questions, called All pages, and by default every place visitors meet them uses it. Write them once.

Under the heading you will see Asked on: and the places. If one place needs different questions — the kiosk asks fewer, say — press Ask differently on one page…. It asks “Which page should ask differently?”, and you pick one. A banner then says “You are changing: the Kiosk only”. The page is marked “asks differently”. Every other page stays the same.

If you change the questions while a visitor has the page open, their page reloads the questions, keeps the answers that still fit and points at what still needs answering. The kiosk goes back to the first question that needs an answer.

• Back to All pages in the banner returns you to the shared questions.
• Go back to All pages on a page that asks differently makes it use the shared questions again. It asks first, because the questions only that page asks are deleted.
• Changing a basic detail while your pages differ sets it on every page. The page warns you: “Your pages differ on this one. Changing it here sets it on every page.”

Visitors on a journey answer once, at the first stop, so nobody is asked twice. On a later stop, the Questions page says “Questions for the Clinic journey are asked at Reception — visitors answer once there.” Press Go to and the first stop's name to change them. See Journeys.

• On the Queue row — tick “This answer shows on the Queue row” on one question, and its answer appears beside the visitor's name.
• On the visitor's card — all the answers, under They said.
• When they change their mind — staff can use Change their answers, or Answer for them when a visitor tells them out loud.
• If two people edit at once, the window loads the other person's answers with your changes on top and asks you to press Confirm and save. Nothing is cleared.
• A finished visit cannot be changed. Once a visit is complete its answers are read-only: “This visit is complete, so its answers can no longer be changed.”

On a Tap-one question, an answer can be set to Goes first, as one of your priority groups. Someone who gives that answer is served ahead of walk-ins, even those who have waited past your longest-wait limit, but behind an emergency and a due appointment. They see “We'll try to see you sooner.” Staff can undo it in one press, and the card says whether the visitor said it or a staff member set it.

• You need a priority group first. See Priority tiers. The owner sets them up.
• It is never an emergency. Emergencies stay a staff decision.
• A visitor's own “goes first” is limited on each line. Only a few can claim it at once, and only a few in one hour (3 at once and 10 an hour to begin with; turnda can change both). Beyond the limit the visitor still joins, in the normal line, and is told “Priority is full right now, you have joined the normal line.” The limit covers the join page and the kiosk. Priority that a staff member sets is never limited.
• From an appointment, the answer travels to the visit, but the person is still served at their booked time.
• If you delete the priority group, “goes first” is switched off on the answers that used it, and the page says which lines were affected.

A Where they go question sends the visitor to a different line, depending on what they tap. It is always the first question, and a line has at most one. Each answer either leads to another line at the same location, or says Stays here. At least one answer must lead to another line, or the question would send nobody anywhere.

It works everywhere visitors join: the Join page, the Kiosk, the Messaging page, Appointment page, Add a walk-in and a connected system. The line they land on follows its own rules, and its own questions are asked, including any it says visitors must answer.

Write them once, then press More options and Copy to…. Tick which questions, then where they go: other lines here, every line at this location, or — for the owner — another location. Where a question is already there, you can choose to replace it. A line that is already full gets the ones that fit, and the page lists what was left out. A page that uses the line's questions copies nothing, and says so: “… uses the line's questions, so nothing was copied here. Copy to the line instead.”

Each line keeps its own copy. Changing a question on one line later does not change the others.

Name, mobile number, email, party size, a note for staff, vehicle or plate, and what they need are not questions. They are the Basic details, and they sit first on the page, above your own questions. Each one is a switch. Turn on only what you really need — fewer means faster joining. Each has a one-line reason beside it, such as “Turn on if your staff call visitors.”

See Design your visitor pages.

• The owner accepts once. Before the first question, the owner reads and accepts the data policy for the business. It records who and when. Managers see “Ask the owner to accept” until then.
• No questions about health, identity or money. The words are checked as you type, in all six languages, and again when you save. The check cannot catch every rewording, so the responsibility stays with you. Ask what people want done, not how they feel — “What is this visit for?”
• Answers are deleted with the visit. They go with the visit's other details, on your business's own clock. See Retention & export.
• Your business is the one collecting them, and is responsible for them.

Every change is written to the Activity log, which says whether a question was added, removed, re-worded or edited. The counts of what people answered are on the Visitors tab of Analytics, under “What they answered”.

Related: Design your visitor pages · Priority tiers · Analytics · Kiosk / counter check-in