Build User Journeys and Flows Using the Online Journey Builder

Table of Contents

About the journey builder

The Journey Builder screens allow you to define the entry and scanning criteria – defined as ‘Flows’. You can have one flow for all user types or separate flows for each user type, such as one for employees and one for walk-in visitors.

This is useful when you want certain steps to be present in the check-in process for select users and not for others. For example, you may want walk-in visitors to have an ID badge printed for them, whereas this is not required for employees. This would be controlled by having one user flow for walk-in visitors and another for employees, each with the relevant steps built into the user flow.

When creating/editing your sign-in process/user journeys, you should follow these steps:

  • set your journey
  • build your flow(s) within the journey
  • apply the journey to an area

Important – Each user type can only be selected in one user flow within a journey. A user type can belong to a second flow, only if the other flow is within another journey. This only works if you are using a second kiosk/area, as only one journey can be applied to a kiosk/area.


Scenario 1:

If your users will follow the same sign-in process at any of your areas/kiosk you can simply create one journey. You can then create one flow for all user types, or separate flows for different user types within this journey. For example, you have one process for staff and one process for visitors. This is the same at all kiosks/areas.

Scenario 2:

If the sign-in process is to be different at your various/kiosks or areas, you will create multiple journeys. You can then create one flow for all user types, or separate flows for different user types within each journey. For example, you have one process for staff signing in at the head office and you have a different process for staff signing in at the warehouse.

Accessing the journey builder

The journeys on your kiosks can be edited remotely when using the online journey builder in your cloud account.

From your dashboard, navigate to Journey Builder from the left navigation.

Editing the default journey

When you edit your journeys for the first time, you will find that there’s a default journey and flow already populated, which includes all three default user types (Staff, Visitor, Walk-In).

Using the available actions drop-down list on the right, you can edit the journey, add a flow, edit the flow or delete the journey/flow.

Edit default journey

By clicking on the Edit Journey option you will be able to edit the name and description of the journey.

Edit default flow

To edit an existing flow you should click on edit flow from the Available Actions. You will then be taken to the flow builder, which is explained in the section below.

If you update any of the steps in the flow, for example, if you remove a user type, you need to make sure that you click on the green arrow beside the field to refresh it, before clicking on the Save Journey Builder button.

Using the flow builder

When you select add flow or edit flow you will be taken to the flow builder page, shown below.

Each field after the description represents a step in the user journey. When you click on each field, a drop-down menu will appear and you can select from the options. When you select your options you should then click the blue plus icon next to the field and it will then appear on the right, so you have a visual representation of your flow – as shown below.

Once you’ve added your step, the blue icon will change to green arrows. If you change anything within the field you should then click the green arrows to update the step.

User Type:

The user type drop-down will include all user types. You will only be able to click on the ones that are not already assigned to a flow within the journey. The user types which already have a flow will appear greyed out in the list. If the user type you want is not available, you must first remove the user type from the existing flow it belongs to.


This is the method whereby a user is identified by the kiosk.

One of these input types must be selected:

  • Facial Recognition
  • RFID

Facial recognition is used if your registered users have pictures assigned to them in the system, or RFID if you want to let employees using access cards/fobs to sign in. Each user will need to have their RFID number paired with them in their User Profile.

When both are selected as input methods either method can be used to gain entry.

QR QuickPass type will be enabled in an upcoming update/


This determines any check that will be carried out, such as temperature or mask check.

If you have added a temperature check, a cog settings icon will appear next to Check. By clicking on the cog settings you can edit the temperature settings. You can set the temperature threshold (the limit above which a temperature is considered too high). By default, this is set to 37°3C. You set this by using the slider.

You can then set the Temperature Check type from the following

  • Rapid – The kiosk takes a single temperature sample and uses that value
  • Sampled – The kiosk will take a number of samples across a three-second window and return an average result

The mask check allows the kiosk to detect if individuals are wearing a mask. If you have this set to on, an individual without a mask will be denied entry and presented with an instruction to wear a mask.


Here you can select any compliance checks that must be reviewed and completed by the user during the check-in process on your kiosk. All agreements and questionnaires that have been created in the Compliance Creator will be listed. If you need to create a compliance check, please go to Compliance from the left navigation and then come back to the builder to add the compliance into the flow.

When you have a Compliance added in the flow, you can select how often the compliance will be required to be answered by clicking on the cog settings icon. You can choose from:

  • Every time
  • Daily
  • One-Off


Here you can choose from the outputs that occur when a scan is successful.

Door Relay – Control of the door connection to the relay cable

Print Badge – Choose if you want to print an ID badge automatically (if you have a compatible ID badge printer installed). To define what information is printed on the ID badge click on the cog settings icon that appears next to Output. You will see the window below, where you can use the toggle to select if each element should show on the badge such as user type and name.

Save Data – Choose if you wish for your scan data to be saved or not. As for the scan images we will discuss this in “Output settings section”.

Output Settings: When you click on the Cog icon beside Output section.

It shows the following screen.

Including elements that you can choose to show on the printed badge, along with a new element named” Save Scan Image” .You can change the “Save Scan Image” to On if you want to save the scan image, or turn it Off if you want to save the scans without the images.


An email notification can be sent in the following scenarios:

  • A temperature above the threshold
  • No mask is detected when a mask is required
  • A compliance check has failed (the desired answer was not provided)

To set the email addresses which will receive the notification, please click on the cog settings icon and the following window will appear. Please ensure the toggle is switched on, enter the email addresses for notifications and hit the Ok button.


Here you will select the feedback which the individual using the kiosk will receive after their scan is completed.

  • Audio – When this is turned on, the kiosk will play a granted or denied audio message.
  • Temperature – When this is turned on, the temperature reading is displayed on screen.
  • Light – When this option is enabled a light at the top of the kiosk will display on completion of a scan; green for granted and red for denied.

You can click on the settings cog icon to edit your feedback settings.

Firstly you can choose if your company logo is displayed. Then you can edit the granted message for successful scans and the denied message for those who have failed one or more entry criteria and will be denied entry on the kiosk.

This is an example of how a complete flow will look with each step previewed in the flow diagram on the right. Once complete, please click on Save Journey Builder. Don’t forget to click on the blue plus sign or green arrow sign next to a field once you have edited a field, before you click on the save button.

Once the flow is added you will get a success message and you will be taken back to the main journey builder page which displays the grid of journeys and flows.

Add a new journey

Click on Create Journey on the right side of the screen, This will take you to a screen where you will be asked to add the journey name and description. Once complete, please click the Next button.

Upon creating a new journey you will get a success message and then be taken to the flow builder page. You will then create your first flow for this journey. Each journey must have one flow created within it. Since this is your first flow for this journey you will notice that all options and user types are available to you (since nothing is assigned to another flow within this journey).

Add a new flow

If you wish to add a new flow to an existing journey you must first check if the User Type is already in use in another flow. If so, you must first remove the User Type from the existing flow. Otherwise, you will not be able to select the User Type you want in the flow builder. A user type can only exist in one flow within a journey.

Please follow the steps above in Using the flow builder to build your flow. Be sure to click on the plus sign after filling in each step based on your preference. Then click on Save Journey Builder.

Once you have clicked save you will be returned to the main journey builder list with the list of journeys. You can click on the drop-down arrow next to a Journey Name to see all the multiple flows assigned to the journey.

In the example below, you can see we have 2 journeys – LT Main Entrance and LT Warehouse. Within the LT Main Entrance journey, we have the Default Flow plus Library Flow. Whereas the LT Warehouse journey has only one flow for Warehouse Staff.

Apply journey to your areas/kiosks

When you are done setting up your Journeys and Flows, you must then assign the journey to an area so that the flows run on your devices in that area.

Go to Sites and Kiosks from the left navigation.

Click on a Site name. You will then see a grid list of your Areas within your Site.

Click on the Area Actions drop down list. Click on Edit Area and the window below will appear.

In Select Journey, you can then choose the journey which you want to assign to the kiosks in your area. Once finished, click Update.

Please note, each area can only have one journey assigned to it.

Delete a journey

If you choose to delete a journey, please ensure you first assign another journey to your kiosks, from the Sites & Kiosks page. Otherwise, there will be no journey on your kiosks which will cause an error. Once you click on delete you will be presented with a pop-up message to confirm you wish to delete this. The flows that belong to that journey will also be deleted.

Delete a flow

If you are deleting a particular flow, you need to first remove the user type from the flow, or re-assign it to another flow. If you delete a flow without removing or reassigning the user type, this will result in errors due to the user type having a deleted flow.

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