Welcome application – configuration and setup guide

This page explains how to set up the Matrix Booking Welcome app when you’re using a Matrix Booking supplied device or your own:

1. Overview

2. Requirements

3. Device settings

4. Set up the kiosk user

5. Download and install the app

6. Set up the app

7. Change the settings

8. Check version number

9. Log the kiosk user out

10. Troubleshooting

Overview

Welcome helps to streamline the reception process and provides an excellent experience for people visiting an office, whether they are external visitors or staff members. The app is integrated with the core Matrix Booking system, allowing visitors to easily enter their details, find their meeting host, accept the terms of visiting, check in, and later check out. The system automatically notifies the meeting host that their visitor has arrived.

The app can also be set up to be used by staff members visiting an office, whether it’s a staff member who regularly works at the office or a staff member visiting from another site. Welcome supports a wide range of tablet and kiosk devices in both portrait and landscape orientations.

Requirements

This section includes:

1. Device requirements

2. USB cable requirements

3. Power for tablets

4. PoE, switches, and cable runs

5. Domains and endpoints to approve

Device requirements

Matrix Booking Welcome is an app for iPads and Android tablets. Devices must support:

• Internet access

• either:

  • an external keyboard

  • an on-screen software keyboard (provided by the operating system).

Android tablets

• Android tablets require Android 8 or higher.

• We expect a 9” or 10” screen with a 16:9 or 16:10 aspect ratio noting that whilst the app will run on larger screens, it hasn’t been explicitly designed for larger sizes

iPads

• iOS 11 or higher, including iPadOS 13.1 or higher

• We expect an iPad with a screen size between 9 and 11 inches (iPad and iPad Air)

Camera requirements for QR codes

QR code scanning requires an internal front-facing camera. This is supported on compatible iPads, but not all Android tablets. Those without one will prompt for manual passcode entry instead.

For the best user experience, choose a device that has a crisp, high-definition display and low-latency response to touch gestures. Whilst the app will run on iPad Mini and iPad Pro devices, it hasn’t been explicitly designed for those sizes.

If your devices have been set up by our team, you won’t need to complete the steps outlined in this guide. If you have your own devices or are in the process of getting them without having been set up, you’ll need to follow the steps outlined below to allow the devices to function correctly.

USB cable requirements

USB cables vary wildly in quality. Consider carefully where your device is in relation to the power sockets. The longer the cable, the more electrical resistance there will be in the cable. For all tablet connectivity, we recommend the following:

• Use the lowest possible rating of USB cable, especially when using longer lengths of cable. Cable rating should be as close to 20 American Wire Gauge (AWG, for power) as possible, where 20, 22 or 24 AWG are fine to use. A higher rating than this will mean that a large portion of the power will be lost over the cable distance. All USB cables will have a rating expressed in the following format XX/YY AWG (where XX is the data rating, which isn’t important for this, and YY is the power rating).

• Maximum USB cable lengths are generally dictated by the USB standards, where the absolute maximum is 5 metres.

Power for tablets

Depending on how long you want to keep the tablets running for during the day and how bright you need the screens to run at, the power usage can vary significantly. To make sure that your devices always charge faster than they use power, we recommend the following:

• The charger that came with your device may not be the best for it because of how your device will be used. Look for alternatives if you expect your device to use more power.

• Make sure a minimum 2 A power supply is used. They are all 5 V, but they vary in the power rating from 400mA to 2.2 A.

• If power supplies are fitted to surfaces (for example, ceilings or walls), they need to be PAT tested in accordance with the Health and Safety at Work Regulations and Acts.

PoE, switches, and cable runs

If you’re using PoE to supply power or data to your tablets or devices, this is generally a much more resilient method. However, there are still things to watch out for:

• Make sure that at least Cat5 cables are used.

• Check with the installation team that the integrity of the cable is good and reliable, as often when cables are installed, they can be “stretched” to make them long enough. This can their affect performance and reliability.

• Make sure whatever switch you might be using is able to supply enough power for the devices. If many tablets are being connected, make sure the switch can deliver the correct power level (in watts).

• Whatever switch you use shouldn’t be set to a super-low power saving or economy mode as this may sometimes dip the power below what is needed. This can cause the devices to shutdown or reboot.

• If you’re using MAC address security, always make sure the MAC address of the device is listed in your network. Otherwise, the device will power on but won’t be allocated an IP address This will cause the “connection lost” error message.

Domains and endpoints to approve

Device settings

If your devices were set up by our team, skip this section. If you're using your own devices, follow the steps below to ensure they function correctly:

1. Exit kiosk mode

2. Time and date settings

3. Security to prevent exiting the app

4. Turn off Android Debug Bridge

5. Device sleep or screen timeout settings

Exit kiosk mode

All newly purchased signage devices are sent out in “kiosk mode.” This means that the device will automatically launch the Signage app after it’s switched on. The kiosk mode also prevents Signage users from exiting the app and navigating around the device.

Learn how to take your devices out of kiosk mode

Time and date settings

If you have your own device, ensure the default time zone is correct, as it may be set to the device manufacturer's time zone. Devices supplied by us are pre-configured with the correct time zone and use 2.android.pool.ntp.org as the NTP server, which is included in the standard endpoint or firewall list.

If your device uses a different time server, make sure it’s approved through your firewall so devices can maintain the correct time.

Security to prevent exiting the app

To prevent users from accidentally exiting the app, consider one of these options:

• Matrix Booking MDM kiosk software – contact your customer success manager to arrange this.

• Your organisation's MDM kiosk software.

• Android native PIN or password or see our iOS kiosk mode guidance.

These options aren’t mandatory, but skipping them may leave devices unsecured. Check your IT security policy to confirm whether one is required.

If you’re using MDM or kiosk software (either Matrix Booking’s or your own) or our Hardware as a Service (HaaS) offering, install it before the app. A password or PIN won’t be needed as access is restricted automatically and it will also interfere with our remote support capabilities.

To prevent navigation away from the app:

1. Close all other apps:

   • For iPads:

     • Go to the Home Screen

     • Swipe up from the bottom of the screen.

     • Pause in the middle of the screen.

     • Swipe right or left to find the app that you want to close.

     • Swipe up on the app’s preview to close the app.

   • For Android tablets:

     • Tap the square icon at the bottom of the device.

     • Tap the X button on each apps.

2. Open the Settings app.

3. Go to the Security section (may be called different names depending on the OS).

4. Go to the Screen locking sub-section. This may be called a different name depending on the OS (for example, Guided Access on iOS).

5. Set a password or PIN.

6. Go to the Screen pinning option (may be called different names depending on the OS).

7. Tap the Screen pinning checkbox or slider.

   

8. You’ll notice a pin button in the bottom-right of the Arrivals app.

9. Tap the pin button. A dialog will appear asking you to confirm.

10. Tap Confirm.

Learn more about Guided Access for iOS devices

Turn off Android Debug Bridge

If your network isn’t configured to block port 5555 and you don’t have your signage and kiosk devices running on a separate VLAN, we recommend disabling the ADB over Wi-fi, LAN, or Power over Ethernet (PoE) on your devices.

Learn more about how to turn off the Android Debug Bridge

Device sleep or screen timeout settings

There are a number of options to prevent users from accidentally exiting the app:

• Install the Matrix Booking MDM or kiosk software – contact your customer success manager for this.

• Install your organisation’s MDM or kiosk software.

• Use the Android native personal identification number (PIN) or password mechanism.

We use and have information on the native kiosk mode for iOS devices.

If you have your own MDM kiosk solution or you have purchased the Matrix Booking MDM or kiosk software, this must be installed prior to installing the app. You won’t need to set the Android or iOS native PIN or password when using MDM or kiosk mode as this automatically restricts access.

To prevent navigation away from the Welcome app:

1. Close all other apps:

   • For iPads:

     • Go to the Home Screen

     • Swipe up from the bottom of the screen.

     • Pause in the middle of the screen.

     • Swipe right or left to find the app that you want to close.

     • Swipe up on the app’s preview to close the app.

   • For Android tablets:

     • Select the square icon at the bottom of the device.

     • Select the X button on each apps.

2. Select Settings (of the device, not the app).

3. Go to the Security section (may be called different names depending on the OS).

4. Go to the Screen locking sub-section (may be called different names depending on the OS (for example, Guided Access in iOS)).

5. Set a password or PIN.

6. Go to Screen pinning option (may be called different names depending on the OS).

7. Select the Screen pinning checkbox or slider.

   

8. You’ll notice a pin button in the bottom-right of the Welcome app.

9. Select the pin button. A dialog will appear asking you to confirm this.

10. Select Confirm.

Set up a kiosk user

Before downloading, installing, and setting up the app, you need to:

1. Add a Welcome app user as a new System/API user.

2. Assign them as a location manager.

3. Set up any other visitor management settings.

This is so that you can log in to the app as that user on your device and the account can be used to book on behalf.

Add a Welcome app user

To add a System/API user:

1. Select Admin in the navigation bar.

2. Select Users under the Security & Integrations section in the side menu.

3. Select New User in the filters ribbon. The New User dialog will appear.

   

4. Enter their email address.

   • If the first and last names can be extracted from the email address, they will be auto populated.

   • Enter their first and last names if the auto populated results are incorrect.

5. Enter and re-enter a password for them.

6. Enter their other details you have available (for example, phone number).

7. Select System/API.

8. Select Save.

Assign the Welcome app user as a location manager

To assign a location manager to a location:

1. If you haven’t already:

   • Add your booking categories.

   • Set up a location.

2. Select Admin in the navigation bar.

3. Select Location managers under the Location Settings section in the side menu.

4. Select + Add manager. The Add location manager dialog will appear

5. Begin to enter the specific location they are going to be a manager of into the Location text box. A dropdown will appear.

6. Select the location.

7. Begin to enter the name of the person in the Who text box. A dropdown will appear.

8. Select the manager’s name.

9. Select Add.

   

Other visitor management settings

The following steps focus on setting up the Welcome app only. Other visitor management settings, such as defining receptions, choosing whether passcodes are sent and signing declarations, must have already been configured using the Admin screen within Matrix Booking. For more information, see our guidance:

• Visitors settings

• Visitor management

Download and install the app

Google accounts and Google Play

Within a corporate environment, it’s better to avoid adding a Google account to the device. This will prevent updates from being downloaded and installed automatically.

Many commercial devices are supplied with a “locked-down” version of the Android OS that prevents the use of Google accounts, Google Play and mobile services. On such devices, the Welcome app must be loaded directly onto the device. This is the same as the Matrix Booking standard supplied devices.

Android tablets – Google Play

The app can be installed on Android devices either:

• via the Google Play Store

• by using the device’s web browser app to download the latest version of the app.

This is distributed as an .apk file:

https://media.matrixbooking.com/software/welcome/matrix-welcome-latest.apk

Open the downloaded file to install the Welcome app on your device. You may be required to “Allow files of this type to be installed.”

iPads – Apple App Store

The Welcome app is installed on iPad devices via the Apple App Store.

Download and install steps

The Welcome app is a licensable product, and therefore, you’ll need to contact your customer success manager to ensure this software is part of your subscription package.

To manually download and install the app:

1. Download the latest version of our Welcome app (APK, 116 MB) using the onboard browser app.

2. Select the file it to open it.

3. A prompt will appear for you to install the app.

4. Select INSTALL to begin the installation process. You may need to select Allow files of this type to be installed.

   

Open the downloaded file to install the Welcome app on your device.

Set up the app

The Welcome app can be set up in a variety of ways, depending on whether you want to allow:

• only external visitors to check in and out

• only staff members to check in and out

• or both

You can also choose whether you want to allow people to check in and out by entering their details manually, by scanning or entering a passcode, or both. These choices are for your organisation to decide.

This section includes:

1. Launch the app

2. Select a reception

3. Choose who should be able to check in and out

4. Select a layout for the home screen

5. Other check-in options

6. Permission to use the camera

Launch the app

Once you have installed the Welcome app on your device and created a kiosk user, you can:

1. Launch the app. This will automatically display the login screen.

2. Enter the kiosk user’s email address into the Email text box.

3. Enter the kiosk user’s password into Password text box.

4. Select Log in.

   

Select a reception

After logging in, the Select a reception screen will appear:

1. Find the chosen building with the reception that the device will be placed in (for example, Birmingham office).

2. Select the chosen building. The selected building will appear highlighted with a tick on the right-hand side.

3. Select NEXT.

   

Choose who should be able to check in and out

After choosing your building and reception, the Who should be able to check in and out? screen will appear. To select the correct options for visitors or staff:

1. The Allow external visitors to check in and out toggle button will be turned on by default.

2. Select either:

   • By entering their details manually.

   • By scanning or manually entering a passcode.

   • Both.

3. Your selected option will be highlighted and a tick will appear next to it.

4. The Allow staff members to check in and out toggle button will be turned off by default.

5. Select the toggle button if you want staff members to check in and out.

6. Select either:

   • By selecting their name from a list.

   • By scanning or manually entering a passcode.

   • Both.

7. Your selected option will be highlighted and a tick will appear next to it.

8. Select NEXT.

   

The pass QR code scanning option is always available by default unless your device doesn’t have a front-facing camera. The list of possible hosts or staff members is sourced from the Matrix Booking internal directory.

Select a layout for the home screen

After choosing your check-in and checkout options, the Select a layout for the home screen screen will appear. The different layouts you can have are your:

• Company logo followed by your company (or reception) name.

• Company (or reception) name followed by your company logo.

• Company logo prefixed with “Welcome to”.

• Company logo only.

• Company (or reception) name only.

To select a home screen layout:

1. Swipe left or right to your chosen home screen.

2. Select Options…

3. Select the prefix that makes sense grammatically:

   • Welcome to.

   • Welcome to the.

4. Select either your:

   • [Organisation name] (for example, Matrix Booking).

   • [Building or reception name] (for example, Birmingham office).

5. Select Close.

   

6. Select NEXT.

Other check-in options

After selecting your home screen layout, the Other check-in options screen will appear. If you want visitors or staff to enter their vehicle registration (licence plate number):

1. Select the Ask for a vehicle registration? toggle button.

   • Below the button, 3 options will appear:

     • Only ask external visitors.

     • Ask both external visitors and staff members.

     • Only ask staff members.

2. Select the correct option for your organisation.

   

3. Select DONE.

4. The Welcome app’s home screen will be displayed.

   

Permission to use the camera

If your device has a front-facing camera and you have chosen a setup that allows a person to scan their pass QR code, you’ll need to give permission for the app to use the camera after you have completed the app setup steps.

To give the app permission to use the camera:

1. Select the Scan your pass QR code button

2. Select Allow when prompted (the wording may be different between iPads and Android tablets).

Change the settings

Once you have set up the Welcome app, the home screen automatically displays. If you restart the app, it will automatically bypass the setup screens and use the choices that you made previously. To change any of those choices:

1. On the home screen, tap in quick succession:

   • The top-right corner.

   • The bottom-right corner.

   • The bottom-left corner

   • The bottom-right corner again.

2. You must complete this tapping sequence within 8 seconds.

   • You’ll see a brief splash when you tap each corner.

3. A dialog will ask you to confirm that you want to reconfigure the app.

4. Select RECONFIGURE. You’ll be taken to the first setup screen where you can complete the setup steps again.

Check the version of the Welcome app

Long press (a second or two) on the Matrix Booking logo at the top of the home screen. The app version will appear briefly at the bottom of the screen.

Log the kiosk user out

To log out of the Welcome app:

1. On the home screen, tap in quick succession:

   • The top-right corner.

   • The bottom-right corner.

   • The bottom-left corner

   • The bottom-right corner again.

2. You must complete this tapping sequence within 8 seconds.

   • You’ll see a brief splash when you tap each corner.

3. A dialog will ask you to confirm that you want to reconfigure the app.

4. Select RECONFIGURE. You’ll be taken to the first setup screen where you can complete the setup steps again.

5. Tap the log out button (in the top-right corner). You’ll be redirected to the login page.

Troubleshooting

This is the list of our troubleshooting articles:

• Software-related troubleshooting:

  • Welcome app troubleshooting

  • Enter and exit Guided Access mode (iOS only)

• Hardware-related troubleshooting:

  • Signage device time troubleshooting

  • Room signage device or screen shows a blue page only?

  • Room signage, kiosks, and devices dropping to "need PIN" page or lock screen

  • Email alerts – device is no longer compliant

  • Turn off Android Debug Bridge (ADB) on ProDVX devices