Viewings

Viewings (/admin/viewings)

Every viewing, from the moment a prospect asks to see a room until they book it or the lead is closed. Viewing requests from the websites land here, not in Contacts.

The page has four tabs. Each one is a to-do list for one step, and a viewing moves from left to right:

Tab	What is in it	What you do
To Schedule	Requests with no date yet, oldest first	Assign a staff member in the Staff column, then Confirm a date and time, or Cancel
Upcoming	Confirmed viewings from today on, soonest first	Change the staff member, Reschedule, Send Resident Notice to the current residents, open the calendar event, or Cancel
Follow-Up	Viewings whose date has passed, most recent first	Close the lead (with a note), add a note to come back to it, or Reschedule if they want to come again
Closed	Booked, cancelled, no-show, not interested	Reopen if it was closed by mistake

The sidebar badge counts the requests waiting in To Schedule.

Dates and staff

Date filter. To Schedule and Upcoming open from today, as a Date pill you can change or remove. A request's date is the latest of the dates the prospect asked for, so a request whose dates have all passed drops out of view; remove the pill to see those too. Follow-Up and Closed open with no date limit. The tab counts follow the same rule.
Staff. Choose who shows the room straight from the Staff column on To Schedule and Upcoming. On an upcoming viewing, changing the staff member replaces its calendar event, which names them; nobody is emailed, because the time has not changed.
No confirmation without a staff member. Confirm stays greyed out until someone is assigned.

Booked is automatic

You never mark a viewing as booked. When the prospect makes a reservation, the system finds it by their email address or phone number and links it to the viewing:

a request still in To Schedule, or a viewing whose date has passed, moves to Closed as Booked;
a viewing that is still ahead stays in Upcoming with a Booked label, so you can decide whether to keep it or cancel it.

Only a reservation made after the viewing request counts, within six months of it. A reservation the person already had (a resident asking to see another room) is shown under Linked but does not make the viewing booked. If the booking is later cancelled, the link is removed and the viewing goes back to where its date puts it.

Everything about the same person

Click a row to open the viewing. Besides the viewing itself (room, the dates they asked for, the confirmed time, staff, the residents' notice) and the prospect's details, the Linked section lists what else the same person has with you, found by email or phone:

their booking and any other reservations;
their other viewings (click one to open it);
their other inquiries in Contacts;
their Inbox conversations.

The Note is your follow-up log: what they said, when to call back. It shows who last edited it and when. Add a note in a Follow-Up row opens the viewing with the cursor in the note.

Confirming, rescheduling and cancelling

Confirm: pick one of the three dates the prospect asked for or another date, and a time; the assigned staff member is filled in. The prospect gets a confirmation email and the viewing goes on the Showings calendar. If the room is occupied, the current residents get the showing notice automatically, each in their own language; the dialog names them before you confirm. + New Viewing does the same.
Reschedule moves a confirmed viewing to a new date, time or staff member and replaces the calendar event. It asks each time:
- Email the prospect with the new time (ticked by default);
- Send the residents a notice for the new time, offered when the residents had a notice for the old time.
Cancel needs a reason (cancelled by the prospect, or by you), deletes the calendar event, and asks each time:
- Email the prospect that the viewing is cancelled (ticked by default);
- Tell the residents that nobody is coming, offered only when they already received a notice for it.
Close ends a follow-up without a booking: No-show, Not interested or Other, with an optional note. Nothing is sent.
Reopen puts a closed viewing back on its date. A cancelled viewing comes back to To Schedule, because its calendar event was deleted: confirm a new time.

Rescheduling and cancelling also email the team, as confirmations always have. If the showings calendar could not be updated, the page says so: fix the event by hand in Google Calendar.

No Showings calendar set? The page shows a warning at the top, and confirming creates no calendar event. Set it under Settings ▸ Client Settings ▸ Google ▸ Showings.

Creating a viewing yourself

+ New Viewing books a viewing arranged by phone, LINE or in person. You can also start one from an inquiry (Contacts → Schedule Showing) or from a reservation (Actions → Schedule showing). All of them land here.

Quick answers

"Lead asked for a viewing tomorrow" — Viewings → To Schedule → pick the staff member in the Staff column (check their time on the Schedule page) → Confirm.
"Where is the request from last month?" — To Schedule → remove the Date pill: requests whose dates have passed show again.
"Prospect can't make it, wants Thursday instead" — Upcoming → the viewing → Reschedule; leave Email the prospect ticked.
"Who did we show the room to last week?" — Follow-Up, or Closed for the ones already handled.
"Did this viewing turn into a booking?" — open it: Linked shows the booking. Closed viewings say Booked.