👤 Visitor
  ├─ Dashboard
  ├─ Visitors
  │    ├─ All visitors
  │    └─ Check-in desk
  ├─ Pre-registration
  │    ├─ All pre-registrations
  │    └─ VIP guests
  ├─ Complaints
  │    ├─ All complaints
  │    └─ Notification log
  ├─ Feedback
  └─ Reports & Settings (admin)

Visitor / Complaints / #C-0091

Visitor / Visitors / Ramesh Kumar

Visitor / Pre-registration / New

Page titles follow Worksuite convention: [Module] — [Page name] in <title>. H1 heading inside content area.

Purpose: First thing a receptionist sees at shift start. Shows today's footfall, live check-ins, complaint status and activity feed.

Primary roles: Receptionist, Helpdesk, Admin

Empty: "No visitors today. Ready for walk-in entry." with large + CTA centered.

Loading: Skeleton bars on all cards and table rows.

Error: Inline top banner: "Could not load visitor data — Retry"

aria-live="polite" on activity feed for real-time updates.

Tab order: CTAs → stat cards → table rows → feed.

Mobile: Stat cards collapse to 2×2. Table becomes per-visitor card with swipe-to-checkout. Feed moves below table.

Full historical list of all visitors. Searchable, filterable. Entry point for re-check-in of returning visitors.

Roles: All (filtered by dept for Dept. staff)

Date range · VIP only (checkbox) · Reason of visit · Department · Check-in status (Active / Checked out / All)

Search: mobile number or name with live debounce (300ms)

Profile header (avatar, name, mobile, visit count, VIP badge, quick actions) → 2-col body: left = full visit timeline, right = complaint history + notes

Each visit card shows: date, token (VIS-XXXX), purpose, host dept, duration, assigned staff, any complaints raised. Expandable per visit.

Admin or helpdesk pre-registers an expected visitor. On arrival, the receptionist sees a yellow "Pre-registered" banner in the check-in flow and the record is auto-matched by mobile number.

Name · Mobile · Expected date/time · Purpose · Host name/dept · VIP toggle · Notes for receptionist · Attachment (optional)

VIP-tagged visitors receive: automatic SMS on arrival to their host, priority indicator on the dashboard active table, VIP badge (primary / header color) throughout all screens.

Tag/untag VIP from visitor profile or this page. Add internal notes per VIP (e.g. "Minister's office — always alert HOD"). Full visit history visible.

Status · Source · Type · Department · Assigned staff · Date range · SLA breached (checkbox)

Rows with breached SLA get a very faint red background (5% opacity). SLA bar in each row: green → amber at 60% elapsed → red at 85%.

Opens a right-side drawer (not a modal) to search staff within a department. Avoids full-page interruption while maintaining context.

Each status pipeline button is focusable and announces its action. Timeline is a role="list". Status change requires confirmation dialog: "Change status to Completed? This will trigger a feedback SMS."

Feedback SMS/WhatsApp sent automatically when complaint status → Completed, after a configurable delay (default 1 hour). Link opens a minimal branded page (or SMS-reply code for no-smartphone users).

Star rating (large 1–5 display) · Visitor comment · Resolution summary · Staff internal review textarea · Complaint link · Handling staff name

Add/edit/reorder complaint types and complaint sources. Drag-and-drop reorder. Each type has a name, color chip, and default SLA override.

Map departments for assignment. Set default duty officer per dept. Department head receives escalation SMS if SLA breaches.

SMS and WhatsApp message templates per event: Check-in, Complaint registered, Status changed, Feedback request. Variable picker: {'{{'}visitor_name{'}}'}, {'{{'}token{'}}'}, {'{{'}complaint_id{'}}'}, {'{{'}dept{'}}'}

Hours-to-resolve per priority: Low 72h, Medium 48h, High 24h, Critical 4h. Escalation contact per priority tier.

Token prefix (default: VIS-). Auto-feedback trigger toggle. Delay after resolution (default 1h). Kiosk mode toggle (Phase 2, grayed out with "Coming soon" badge).

Real-time mobile/name search as user types. Debounce 300ms. Returns: existing record or "new visitor" prompt. Highlights pre-registered match.

Manages 4-step state, saves draft to session between steps. Emits VisitorCheckedIn event on confirmation.

Inline status change with note textarea. Triggers notification job. Records timeline entry. Returns updated timeline HTML.

Live table preview as filters change. Debounce 500ms. Top 50 rows only. Export triggers server-side queue job for large datasets.

visitors · visits · pre_registrations · complaints · complaint_timeline · notifications_log · feedback

visits.token: Unique, indexed, format VIS-NNNN. Prefix configurable in settings.

All tables include tenant_id (or use team scoping via team_id following Worksuite's existing pattern). Notifications log scoped per tenant. Reports filtered by tenant automatically.