Viewings and valuations
How viewing, valuation and office-meeting calendars are organised, which calendar the assistant books into, and preparing for the visit.
4 min read
Three kinds of appointment keep an estate agency running: viewings with buyers and tenants, valuations with sellers and landlords, and office meetings with off-plan buyers and investors. Each has a different place, length and preparation. This article explains how these appointments are organised in the calendar and how the assistant books them.
Three appointment types
| Viewing | Valuation | Office meeting | |
|---|---|---|---|
| Who for? | Buyer, tenant | Seller, landlord | Off-plan buyer, investor |
| Where? | At the listing | At the property | At the office |
| Typical length | 45 min | 60 min | 30 min |
| Calendar type | Round Robin | Round Robin | Personal Booking |
| Opportunity stage | Buyers → Appointment booked / Lettings → Viewing | Sellers → Valuation booked | Buyers → Appointment booked |
The Squaremeters team sets these calendars up for your agency during onboarding. For the difference between types, see Calendar types.
Which calendar does the assistant book into?
- The assistant's booking action is defined under AI Agents → Voice AI, in the assistant's Actions section.
- A calendar is chosen there for each enquiry type: buyers and tenants → Viewings, sellers and landlords → Valuations.
- It also says when to book: when the caller wants to see a property or get a valuation, offer at most two slots and read the chosen one back to confirm.
The assistant never gives a firm price. When asked, it says the best way to get the right price is for an agent to see the property, and offers a free valuation appointment.
Important
Changing the assistant's booking settings affects the call flow. To add a new calendar, switch one off or change the mapping, message your consultant. You manage the calendar itself (hours, team, travel time); our team sets which calendar the assistant uses.
Getting the calendar ready for the assistant
The assistant only offers slots that are free in the calendar. For viewing and valuation calendars:
- Leave travel time: a 30-minute Pre-buffer lets the agent get from one address to the next. See Availability settings.
- Enter real working hours: if you do Saturday viewings, open Saturday; if Sunday is closed, close it.
- Set a minimum notice: 2–3 hours, so someone calling late at night isn't offered the first slot next morning.
- Connect external calendars: land registry and bank appointments should block the times the assistant offers. See Connect Google and Outlook.
- Set up the team properly: in Round Robin, give priority to the agent who knows the area, and let existing clients go to their own agent. See Team calendars.
Address and agent
- Click the appointment in the calendar.
- You'll see its address in Location or the notes. For viewings it's the listing's address; for valuations, the property's.
- Notes holds the assistant's call note: property type, size, floor, the client's timing and the questions they asked.
Which agent goes depends on the calendar's team rule: for viewings usually the listing agent or the next free agent, for valuations the agent covering the area or the broker.
Tip
The assistant writes the listing reference (for example AT-1042) in the note. Tracking keys, site access and letting the owner know by listing reference avoids mix-ups in the office.
Preparing for the appointment
| Appointment | Preparation |
|---|---|
| Viewing | Collect the keys or tell the owner/tenant the time. Give the client's name to site security. Read the questions they asked from the note (service charge, parking, title status). Send the client a location pin the day before. |
| Valuation | Prepare comparable listings and recent sales in the area. Ask about the title deed, zoning and service charge. Bring a draft instruction agreement. |
| Office meeting | Project pack, floor plans, payment plan. An English presentation for international buyers. |
For hot leads and appointments, the assistant usually creates a "call before the appointment" task for the agent. That short call is also the best way to confirm the client is coming.
After the appointment
- Mark the appointment Showed or No-show the same day. See Manage appointments.
- Move the opportunity card to the next stage: Viewing done after a viewing, Valuation done after a valuation. See Stages and status.
- A post-viewing follow-up message can be sent by automation. See Confirmations and reminders.
Troubleshooting
The assistant booked two distant viewings back to back for the same agent. The pre-buffer is too short or missing. Increase the travel time or set up area-based calendars.
The valuation appointment is missing the full address. If the caller didn't give it, the assistant usually notes the neighbourhood. The agent should confirm the full address on the call before the visit.
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