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Customer check-in alerts

Use a customer alert when check-in staff need a reminder while helping that customer. You need access to customer records and support features to manage alerts, and check-in access to see them during admission.

These steps create a general check-in reminder, such as a group's meeting point. For information that only needs to stay in the customer's history, use an internal note.

Create the alert​

  1. Find and open the customer.
  2. Select Follow-Up, then Add Alert beside Active Alerts.
  3. Enter a clear Alert title and the instructions in Alert message.
  4. For a routine arrival reminder, choose Info under Severity.
  5. Under Surfaces, leave Check-In selected. Clear Box Office if this reminder is only for check-in staff.
  6. Leave Event scope as All events and Event time scope as All event times for a general reminder. Leave the start and end fields empty for this example.
  7. Select Save Alert and check that it appears under Active Alerts.

See the reminder at check-in​

Open the event's check-in screen, find the customer's order, and open its order details. The alert title and message appear above the attendee information.

Check-in alert explaining that Alex's group will meet a volunteer at the main entrance before entering together.

Limit a reminder to one event or a date range​

When adding or editing an alert, choose an Event scope to limit it to that event. Then choose an Event time scope if the reminder only applies to one event time. The choices reflect the customer's bookings. An alert for a different event does not appear in the current event's check-in details.

Use Starts at and Ends at to set the reminder's active period. Enter both the date and time for each boundary you set. A future start keeps the reminder out of check-in until that time. Select Save Changes when editing, then reopen the alert to check the saved dates and times.

Select Box Office under Surfaces if sales staff also need the reminder. It appears when they select the existing customer profile during a sale.

Edit or resolve an alert​

On the customer's Follow-Up page, open Alert actions (the three-dot menu):

  • Select Edit to update the message, then Save Changes.
  • Select Resolve when the reminder has been dealt with. It leaves the active list.

To bring a resolved reminder back, expand the alert history using Show inactive and archived alerts. Open Inactive alert actions and select Reactivate.

Archive or restore an alert​

Select Archive from Alert actions, then confirm Archive in Archive Alert. The alert leaves active follow-up views and remains in history.

To restore it, expand Show inactive and archived alerts, open Archived alert actions, and select Restore. Check that it appears in Active Alerts again.

If a reminder is missing, check that you opened the correct customer and that Check-In is selected in its alert. Also check its event, event time, and active dates. Include the customer name, event time, and exact message when contacting support.