Manage appointments
Create, move and cancel appointments by hand, mark Confirmed, Showed and No-show, and check appointments booked by the assistant.
4 min read
The assistant books some appointments and clients book others from a link, but your agents still add, move and close out appointments every day. Marking statuses consistently is the basis for winning back no-shows and for accurate Dashboard figures.
Create an appointment by hand
- On the Calendars screen, click a free slot or use New at the top right.
- Pick the appointment type in Calendar, for example Viewings.
- Search for and select the client in Contact. If they aren't in the system yet, you can create them.
- Pick the date, time, agent and status. If you've already agreed the time with the client, set the status to Confirmed.
- Click Book appointment. The calendar's confirmation notifications go to the client.
For viewings, add which listing is being shown and its address in the Internal note or the location field. See Viewings and valuations.
From the contact record: you can open the same window from Contacts → the client's record → appointments section. During a WhatsApp chat you can also book from the right-hand panel of Conversations. See Contact detail page.
Tip
When agreeing a time on the phone, check the slot in the appointment window first, then confirm with the client. The assistant works the same way: it checks the calendar first, then offers.
Move, cancel and update status
- Click the appointment block in the calendar to open it.
- Update the status: Showed when the client came, No-show when they didn't.
- To move it, change the date and time. You can also drag the block in calendar view. The client gets a reschedule notification.
- To cancel, use Cancel appointment. The client gets a cancellation notification.
Note
If your calendar settings allow it, clients can also reschedule or cancel themselves from the link in their confirmation message.
Appointment statuses
| Status | Meaning | When |
|---|---|---|
| Unconfirmed | Booked but not confirmed. | Bookings from the link, depending on the calendar setting. |
| Confirmed | The appointment is confirmed. | Appointments the assistant read back and confirmed, or where the client said "yes, I'll be there". |
| Showed | The client came. | The viewing or valuation took place. |
| No-show | The client didn't come. | After waiting 15 minutes. |
| Cancelled | The appointment was cancelled. | Cancelled by the client or the office. |
Important
Mark statuses on the same day. If Showed / No-show isn't marked, the Appointment report and the Dashboard become misleading, and you miss the chance to win back no-shows.
Checking appointments booked by the assistant
Appointments booked by the assistant show a robot icon in the calendar. The next morning the agent:
- Opens the appointment and reads the assistant's note in Notes: which listing, the questions the client asked, their mortgage position.
- Gives the client a quick call if needed (the assistant usually creates a task for this).
- Moves the appointment if the time doesn't work; the client gets a reschedule notification.
See Booking appointments.
Winning back no-shows
A client who missed a viewing usually isn't lost; they got stuck in traffic or couldn't find the address.
- In Appointment List View, open the day's list with the Status = No-show filter.
- Send each client a short WhatsApp: "We missed you; shall we find another time?"
- Add a note to the opportunity card and update its stage if needed. See Stages and status.
These steps can also be automated. See Follow-up by call outcome.
Example
James Carter from the UK wants to see the 2+1 in Moda, via WhatsApp. Selin Kaya:
- Clicks the free Friday 14:00 slot, books it in the Viewings calendar, sets it to Confirmed and notes "Moda 2+1, viewing in English".
- After the viewing, sets the status to Showed and moves the opportunity card to Viewing done.
Troubleshooting
I can't drag the appointment. It may belong to another agent, and your role may not allow editing.
The client didn't get a notification. Check the calendar's notification settings and that the client's phone number is saved correctly. See Reminders and notifications.
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