This blog is a deep dive into the Visitor Management enhancements introduced in the April 2026 Workplace Service Delivery (WSD) Store Apps release.
Please note that this is a summary of the most notable items, not an exhaustive list. For full details, refer to the product documentation and release notes on the ServiceNow Store.
In This Blog
- Visit Creation Flow & Admin Setup
- New Host Experience
- New Receptionist Experience
- New Visitor Self-Service Portal
- Workplace Concierge: AI Agent for Visitor Management
The visitor management experience in Workplace Service Delivery has been significantly improved during this release. From visit flows setup, to check ins. Every touchpoint has been redesigned with a unified framework, dedicated portals for each persona, and AI-powered agent to reduce manual coordination.
Visit Creation Flow & Admin Setup
Previously, visitor registrations relied on a generic record producer with no ability to tailor the experience based on visitor type, location, or role. With this release, visitor registrations have been redesigned into a unified, requirement-driven form available across all entry points; receptionist, host, and service catalog.
Administrators can now configure exactly what information is collected during registrations, from required fields and documents to policy acknowledgments, ensuring every visit starts with the right data without presenting users with unnecessary steps. The result is a consistent, predictable experience that adapts to the organization's specific visitor management needs.
How it works
Requirements are configured in two layers. Initial requirements are shared across all visits and always presented regardless of any conditions, forming the baseline for every registration.
Administrators can then also define condition-based requirements that are triggered by whatever conditions make sense for their organization, such as visitor type, location, internal vs external status, or any combination of these. Each condition-based requirement specifies which fields must be completed, which documents need to be uploaded, and which policies require acknowledgment.
Once the visitor flows have been configured, visit registrations can be created through multiple channels such as the Employee Portal, receptionist portal, the host portal or even with the support of Workplace Concierge, an AI agent.
Visitors can be added individually or in bulk while the visit is in draft. Email is mandatory for all visitors regardless of configuration. Once added, the relevant pre-check fields and documents are presented based on the organization's configured requirements.
Additional Considerations
- The record producer has been replaced by a unified, requirement-driven form across all entry points.
- Initial requirements are shared across all visits and always presented at the point of visit creation, regardless of any conditions. Condition-based requirements are applied on top of these, triggered by specific conditions defined by the organization such as visitor type, location, or internal vs external status. Together, they ensure every visit collects the right information for every scenario.
Host Experience
Hosts now have a dedicated portal to manage their visits end to end, with the most anticipated improvement being the ability to edit visit details and visitor lists at any time. Previously, hosts relied on a generic record producer with no visibility into visit status or visitor readiness. The new host experience gives them a purpose-built interface where they can create and confirm visits, monitor visitor pre-check completion, and make changes whenever needed, ensuring hosts have full control over their visits from start to finish.
How it works
The host portal provides a clear overview of all upcoming, past, and draft visits. Hosts can view visit details, monitor visitor pre-check status, and edit visits directly from the same place.
Hosts can edit visit details including location, time, and other information for a single occurrence or all occurrences in a series. The same flexibility applies to managing visitors, where hosts can add or remove a visitor for a single occurrence or the entire series. Canceling visits follows the same logic, giving hosts full control over individual or recurring visit management.
Additional Considerations
- Host pre-check requirements are configured independently from receptionist requirements, allowing organizations to define different information expectations for each role.
- Hosts can view and manage their own visits. Co-hosts, if added, also have access to the visit on their host page.
New Receptionist Experience
The new receptionist portal is a purpose-built workspace that gives receptionists everything they need to manage visitor activity at scale. A real-time kanban-style board provides immediate visibility into every visitor across assigned locations, with drag-and-drop status management, actionable pre-check requirements, and visit creation all within the same portal.
How it works
The portal opens on a kanban-style board divided into three columns: Expected, Checked In, and Checked Out. This real-time view eliminates the need to manually track visitor status across separate records, giving receptionists an overview of everything happening at their location.
Receptionists can switch between locations using the location selector. The locations available to each receptionist are determined by their workplace profile assignments.
The board supports date navigation, allowing receptionists to view upcoming visitor schedules or review past activity without leaving the portal. A search bar enables quick lookup of specific visitors or visits, and a toggleable right panel surfaces detailed visitor and visit information.
Visitors who have completed all pre-check tasks are immediately ready for check-in, while those with outstanding requirements are flagged visually allowing receptionists to proactively identify and resolve gaps before a visitor reaches the desk.
For visitors who arrive with outstanding pre-check requirements, the receptionist can collect them from the visitor. Three types of information can be collected:
- Visitor details: Required fields such as name and any additional information defined by the organization's visitor requirements.
- Documents: ID scans and photos captured directly using a connected webcam or scanner, making document collection fast and paperless.
- Policy acknowledgments: Visitors can review and sign applicable policies before being checked in, ensuring compliance is captured and recorded.
Once all pre-check requirements are fulfilled, the visitor can be checked in or check out directly from the board. Their status updates in real time giving the receptionist and any monitoring staff an immediate, accurate picture of who is in the building.
Visitor records can be moved between columns via drag and drop, providing a fast and intuitive way to update status without opening individual records. This is particularly valuable during busy periods when receptionists need to process multiple visitors quickly
Additional Considerations
- The three main board columns are always visible regardless of whether visitors are present in each state. An additional toggleable column is available and contains the remaining visitor states such as no show and others.
- Pre-check requirements for receptionists and hosts may defer, meaning the information required at check-in can be different from what was collected during visit creation.
Visitor Self-Service Portal
The new self-service portal gives visitors everything they need to prepare for their in-office visit before they arrive. Accessible from any device via a secure OTP link, with no ServiceNow account required.
Visitors can complete pre-visit requirements, manage their information, and maintain full control over their personal data, including the ability to download or anonymize it at any time.
How it works
When a visit is confirmed, an email is automatically sent to the visitor containing a secure link to their self-service portal. Visitors access the portal using an OTP sent to their email address.
Visitors can complete all pre-check tasks from the portal before their visit, significantly reducing time spent at the front desk or kiosk on arrival. Requirements may include:
- Required information: Personal details as defined by the organization's visitor requirements.
- Photo upload: A photo for identification, submitted in advance rather than captured on arrival.
- Policy acknowledgment: Review and sign applicable policies, with acknowledgment captured in the system.
Visitors can download a PDF of all personal data held about them or anonymize it entirely, replacing all personally identifiable information with randomly generated strings. Both options are available directly from the portal, supporting privacy compliance without any administrative overhead.
Additional Considerations
- The portal uses OTP-based authentication, requiring no ServiceNow account or prior registration from the visitor.
- Pre-check requirements in the visitor portal are consistent with those applied in the receptionist portal and kiosk, ensuring a unified experience across all entry points.
- Anonymization replaces personally identifiable visitor data with random strings but does not remove visit history records, allowing organizations to retain reporting data while honoring privacy requests.
- The portal supports recurring visits, with each occurrence displayed individually and pre-check requirements tracked per occurrence.
Enhancements to Workplace Services Kiosk
The kiosk experience has been updated to align with the new visitor requirements model. It no longer relies on a dedicated record producer and has moved away from a page by page question flow to a unified form display, ensuring a consistent experience across all visitor management entry points.
Visitors are prompted to provide consent before proceeding with check-in, ensuring personal data processing requirements are acknowledged upfront.
Visitors review and acknowledge applicable policies, with a digital signature captured directly on the kiosk before check-in is completed.
Workplace Concierge
The Workplace Concierge AI Agent introduces an intelligent, conversational layer to the visit coordination process. Rather than requiring hosts to manually create visits, collect visitor details, and send invitations, the agent automates these steps by detecting meeting intent from existing communication channels such as email, calendar invite and Now Assist conversation and handling the coordination end to end.
How it works
The agent is triggered by being added into an email thread, calendar invite , and chat activity to identify when a meeting involving an external visitor is being planned. It extracts the relevant details including visitor information, meeting date, location, and host without requiring the host to initiate a separate visit creation workflow.
Once the meeting intent is confirmed, the agent first confirms the details with the host, then automatically creates the visit record and sends the visitor their invitation.
A dedicated agent then communicates directly with the visitor to collect any required pre-visit information, eliminating the manual steps that previously sat between a meeting being scheduled and a visit being registered in the system.
Additional Considerations
- The AI Agent for Visitor Management works in conjunction with the visitor requirements framework, ensuring that any visit it creates adheres to the same configurable rules as manually created visits.
- The agent handles ambiguous or incomplete meeting information by confirming details with the host before proceeding, reducing the risk of incorrect visit records being created automatically.
