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The check-in flow is how front-desk staff add clients to the live queue at the start of each visit. You can check in a client who already has a record in BridgePoint CRM, or create a walk-in ticket for a first-time visitor so they can be served without a full intake upfront. To open the check-in flow, navigate to Queue in the sidebar and click the Check In button in the top-right corner, or go directly to Queue > Check-In. A banner at the top of the check-in screen always shows the current number of clients waiting so you can stay aware of queue volume as you work.

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Checking in a returning client

Use this path when the client has visited before and already has a record on file.
1

Select 'Returning Client'

On the first screen, click Returning Client (“We have their record on file”). This opens the client search screen.
2

Search for the client

Type into the search field to find the client by name, phone number, or SSN last 4 digits. Results appear as you type. You can also search by date of birth using the date picker below the main search field.Each result shows the client’s full name, BP-ID, date of birth, phone number, and their assigned case manager.
3

Select the client

Click the correct result. BridgePoint CRM automatically checks whether this client has a scheduled appointment today. If one is found, it is displayed on the next screen and pre-fills the case manager assignment.
4

Select the reason for visit

Choose the reason that best describes why the client is here today. See Reasons for visit below for the full list.If you select New Application or Renewal, you will be prompted to choose a program on the next screen.
5

Select a program (New Application or Renewal only)

Choose the program the client is applying for or renewing. For returning clients with active enrollments, their current programs are pre-populated as options. You can skip program selection if it is not yet determined.
6

Assign to a case manager (optional)

Select the case manager this client is here to see. If a scheduled appointment was detected, the assigned staff member is pre-selected — you can override it or skip assignment entirely.
7

Review and confirm

A summary screen shows the client’s name, BP-ID, date of birth, visit reason, program (if selected), and assignment. If the client has authorization forms expiring soon, a warning is shown so the case manager can address it during the visit.Click Add to Queue to complete check-in. The client immediately appears in the Waiting section of the live queue.
If the check-in screen shows “No clients found,” try searching by phone number or date of birth instead of name. If the client still cannot be found, use the Check in as walk-in instead option that appears in the no-results state.

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Checking in a walk-in (first-time visitor)

Use this path when the client has never visited before and does not have a record in BridgePoint CRM. A walk-in ticket captures just enough information to get them into the queue — a full intake can be completed during the visit.
1

Select 'First Time'

On the first screen, click First Time (“Walk-in ticket — no record needed”).
2

Enter the visitor's name and optional details

Fill in the visitor’s First Name and Last Name (both required). You can also optionally enter their Phone number and preferred Language.Available language options are: English, Spanish, Creole, Portuguese, French, Arabic, Russian, German, and Other.
BridgePoint CRM runs a live duplicate check as you type. If an existing client record closely matches the name or phone number you enter, a confirmation dialog will appear giving you the option to link to that existing record instead of creating a new walk-in ticket.
3

Select the reason for visit

Choose the reason for the visit. See Reasons for visit below.
4

Select a program (New Application or Renewal only)

If the reason is New Application or Renewal, select the relevant program. Available programs are: ACA / Health Insurance, Food (SNAP), Cash (TCA), Medicaid, and Multiple / Not Sure.
5

Assign to a case manager (optional)

Optionally assign the entry to a specific case manager.
6

Review and confirm

Review the summary and click Add to Queue. The walk-in entry appears in the Waiting section with a WALK-IN tag in place of a BP-ID.

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Reasons for visit

When checking in any client, you must select one of the following visit reasons. The reason appears as a color-coded badge on the queue board.
The client is applying for benefits for the first time. After selecting this reason, you are prompted to choose a program: ACA / Health Insurance, Food (SNAP), Cash (TCA), Medicaid, or Multiple / Not Sure.
ACA Enrollment is available as a reason when scheduling appointments (it appears in the appointment reason list), but the check-in flow uses New Application with the ACA / Health Insurance program selection for walk-in ACA visits.

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What happens after check-in

Once you click Add to Queue, the client’s entry is created and they immediately appear at the bottom of the Waiting section on the live queue board. All logged-in staff see the update in real time without refreshing. The success screen shows:
  • The client’s name and walk-in status (if applicable)
  • The visit reason and program
  • How many clients are currently waiting
From here you can click Check In Another to start a new check-in, or View Queue to return to the queue board.

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Walk-in clients: what happens when they’re called

When a case manager clicks Call Next on a walk-in entry, they are taken directly to the new client intake form if the reason is New Application — the form is pre-filled with the walk-in’s name and phone number. For other reasons, the case manager sees a menu with two options:

Start intake

Opens the new-client intake form pre-filled with the walk-in’s details. Completing intake creates a full client record and links it to the queue entry.

Find client record

Returns to the check-in search screen so you can locate an existing client record and link it to the walk-in entry.