Guest Management FAQ

Larry Wile Updated by Larry Wile

Guest Management Frequently Asked Questions

This article provides answers to frequently asked questions regarding Guest Management.

Pricing and Availability

How do I purchase Guest Management?

Guest Management can be purchased through your reseller or Brivo direct Sales representative.

 

Where is Guest Management available?

Guest requires Brivo Access and is available in Brivo supported countries including the U.S., Canada, Latin America, and countries in the European Union.

General Questions

 Does Guest Management require Brivo Access?

Yes, Guest is based on the Brivo Access platform and utilizes the core platform functionality.

 

Is Guest Management the same product as Brivo Visitor?

No, Brivo Visitor is a separate subscription based kiosk that allows a visitor to check in from an iPad once at the location.  Brivo Visitor does not include the ability to pre invite visitors or provide the visitor the ability to access doors. 

What permissions are required for an administrator to manage Guests in Brivo Access?

Administrators will need multiple permissions to manage guests. Administrator Guest Permissions include Create Guest, Delete Guest, View Guest and Edit Guest. These permissions can be added in the Roles page within Brivo Access.

Group Permissions

For guest management, View Groups, and Edit Group Permissions are required. For configuration purposes, administrators may require Create Group and Delete Group permissions.

Site & User Permissions

To configure groups to Allow Visitors, administrators require access to View Users and Edit User Groups. Administrators will require the appropriate permission to the Site.

How do I invite a guest?

Administrators invite guests using Brivo Access (web). An administrator navigates to the Guest menu located in the left navigation menu under Users. From the Guest menu, the Admin selects the Add Guest button. Guest functionality is currently not available in the Brivo Access Mobile Application for Administrators.

Users invite guests using the Brivo Mobile Pass (app) using an iPhone or Android smartphone. Users must be a member of the group that has the Allow Guest setting enabled to invite guests. From the Brivo Mobile Pass App home screen, the invite guest icon displays in the top right of the menu. The user selects to Invite Guest icon to start the invite process.

Who can manage guests?

Administrators with the correct permissions can view and delete active guests from the Guest Management Dashboard in Brivo Access. Administrators can view and delete any guest whether created by a user or another administrator.

Users can only delete their own active guests using the Brivo Mobile Pass application.

Once a guest is deleted by an administrator or user, the guest is removed from the system and the PIN code credential is released. Existing guests cannot be edited.

How do I delete guests?

Administrators with the correct permissions, can delete Guests from the Guest Dashboard in Brivo Access. An administrator with the proper permissions navigates to the Guest page in Brivo Access. The Admin selects Users, then Guest from the left navigation. From the Guests page, the administrator locates the guest, selects View to open the guest details. From the guest details, the administrator can delete any guest, including guests invited from other users.

Users can only delete guests that they invited. To delete guests, the user opens up the Brivo Mobile Pass App on their smartphone and selects the invite guest icon. Once selected, the user lands on the My Guests page. My Guests displays all active guests that the user created. To delete a guest, the user selects a guest from the page and selects the Delete Guest button.

How do guests receive their pre invite from the administrator or user?

Guests created by an administrator using Brivo Access (web) will receive an email invite with the PINcode, host name, and date and time of the appointment when the PINcode is active. Administrators do not have access to view the PINcode.

Guests created by a user using the Brivo Mobile Pass (app) will receive a guest invite shared from the users smartphone. Users can share the PINcode using the smartphone sharing options via text (sms) or email. The invite includes the PINcode, host name, and date and time of the appointment when the PINcode is active.

What information is included on the guest pre invite email?

The Guest email invite includes the Host Name, Schedule of the visit (12 hour time) and PINcode. The timezone is based on the site timezone.

How are hosts notified of a guests arrival?

Administrators will receive browser and an email notification for the guests that they invited. Notifications are delivered based on Valid Access events from the guest accessing a door. Administrators do not receive notifications for all guests, only those guests where they originated the invite.

Users will receive a push notification and email for the guests that they invited. Notifications are delivered based on Valid Access events from the guest accessing a door.

The email notifications for the Valid Access events are delivered in English.

What Journal events are available for Administrators?

Events for Administrators and Users are displayed in Journal for Guest. When a guest is created or deleted, a journal entry is created. Journal entries for both Administrators and Users include Guest creation, Guest deletion, and Added Guest to Group

What events are available in the Events tracker?

The Events tracker in Brivo Access displays Guest Valid Access and Guest Failed Access Events. An additional filter is available to only display Guest specific Events. From the Events page in Brivo Access, Administrators can filter on the Event name for Valid or Failed Access, click the Show More button and select the Show only Guest Events filter.

Credentials

What types of credentials are supported for Guests with Guest Management?

Users and Administrators can invite guests and provide door access with a 6 digit PIN code. The PIN code length cannot be configured in Brivo Access. Creating guests without a credential type is not supported at this time.

Feature Compatibility

Are there any restrictions to using Guest Management?

Shared Access - Guest Management is currently not compatible with Shared Access.  If Shared Access is enabled on an account, Guest Management cannot be added from the Partner Portal.

Two Factor Group schedules - Guest Management cannot be used with Two Factor Group schedules if configured in Brivo Access.  Guests only have 1 credential issued at a time and cannot access both readers.

Can Guest Management be utilized with Brivo Smart Home?

Guest Management is not available in multifamily communities when Brivo Smart Home products or using Brivo Smart Home for the Property Management Soluton (PMS) pass through. Users have a different Guest login and experience for Brivo Smart Home.

An administrator can enable Guest Management in Brivo Access if the following conditions exist on the account. The customer has Multifamily edition, is utilizing Brivo Smart Home and enables Guest Management in Brivo Access. It is recommended to not enable Guest Management in Brivo Access because Brivo Access does not have knowledge of all the Z Wave devices that may have been added via Brivo Smart Home. When Brivo Smart Home is in use on an account, Guest Management in Access should not be enabled.

Email Notification Language Support

What email invitation languages does Guest Management support?

Guest Management supports english for all guest email invitations and email host notifications.  Other supported languages are coming soon including Spanish, Dutch, German, French, Swedish

Reporting

What type of reporting is available with Guest Management?

Reporting on Guests is available from the Guest Management Dashboard.  Admins can export the list of current guests based on a date range and export as a .csv file. This report includes the Guest name, Host name, expected date/time of visit, guest status and the source of the invite (mobile app or Web)

Additionally, reporting on Guests is available from the Reports page within Brivo Access.  The Site activity and User activity display guest information in the existing report. Guests will display in the users column but are distinct because the guest name displays with the hosts last name in parenteses on the report.

Troubleshooting

What should I do if certain administrators cannot view or manage guests in Brivo Access?

Check your permissions and Groups that you manage.  You may need to contact your Primary Administrator for assistance if additional permissions are required.  Guest Management has specific Administrator permissions to view, create, edit, and delete guests. In addition, Administrators require view and edit group permissions to manage groups with guests.

Why are users not able to invite guests?

The Admin should verify the Guest Management feature is active on the account by logging into Brivo Access, select Users.  The Guest menu should be displayed.  Next, verify the Allow Guest setting is enabled on the group where the user is a member.  Verify the user is a member of the Guest Group.  If the user is not part of the group, the user will not be able to invite guests from the Brivo Mobile Pass App. If the problem persists, please contact Brivo support.

How does a user update an existing Guest appointment?

Guest invites cannot be edited.  The user should delete the existing and send a updated invite.

I cannot add the Guest Management feature to an account?

The Reseller should verify that the Shared Access feature is not enabled on the account in Partner Portal.  If in use, Guest Management cannot be enabled.  Shared Access has to be disabled to enable Enhanced Guest.

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How did we do?

How can I get Guest Management

Configuring Guest Management in Brivo Access

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