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Documentation Index

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In one minute

The Prospects module manages the journey from initial enquiry to tenancy offer. Felicity screens prospective tenants against your criteria, schedules and coordinates viewings, and keeps everyone informed - tenants, landlords, and letting managers - throughout the process.

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How it works

The Prospects workflow follows a structured path:
1

Enquiry received

A prospective tenant contacts you via email or WhatsApp about a property. Felicity identifies the enquiry as a lettings prospect and begins the screening workflow.
2

Screening

Felicity asks the prospect a series of qualification questions based on your criteria (e.g. move-in date, number of occupants, pets, employment status). See Screening for details.
3

Qualification outcome

Based on the answers, the prospect is either qualified (meets your criteria) or flagged for manual review. Qualified prospects move to viewing scheduling.
4

Viewing scheduled

Felicity coordinates a viewing by checking availability with the letting manager and the prospect, then confirms the appointment. See Viewings for details.
5

Outcome recorded

After the viewing, the letting manager records the outcome. Felicity follows up with the prospect as appropriate (e.g. sending next steps for successful viewings, or closing the lead).

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What Felicity handles

  • Initial response: acknowledging enquiries and starting the screening process.
  • Screening questions: gathering qualification information from the prospect.
  • Scheduling: coordinating viewing times between letting managers, prospects, and (for occupied properties) current tenants.
  • Reminders: sending viewing reminders to all parties before the appointment.
  • Follow-ups: chasing prospects who have not responded to screening questions or viewing proposals.
  • Communication: keeping letting managers, landlords, and prospects informed at each stage.

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What gets escalated

  • Prospects who fail screening criteria but dispute the decision.
  • Scheduling conflicts that cannot be resolved automatically.
  • Prospects who request to speak to a person.
  • Complex situations (e.g. multiple applicants for the same property, special requirements).

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Managing prospects in the CRM

All prospects appear in the CRM > Prospects tab. You can filter the list by property name, stage (screening, viewing, outcome), and assigned team member to find specific prospects quickly. A “No specified property” filter option shows prospects not yet linked to a property. Each prospect profile shows:
  • Contact details and the property they enquired about.
  • Screening status and answers.
  • Viewing history and outcomes.
  • Full conversation history with Felicity.

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Editing a prospect’s property address

In the prospect detail pane, the Property Details section shows the address associated with the enquiry. Click the edit icon to update the street address, city, postal code, or country. This is useful when the prospect’s original enquiry referenced an incomplete or incorrect address. You can also manually add prospects from the CRM page. See CRM for details.

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Getting started

The Prospects module works automatically once your channels are connected. When a prospective tenant contacts you about a property listing, Felicity will recognise the intent and begin the screening workflow. Make sure your knowledge base includes lettings-specific articles (application requirements, viewing process, deposit information) so Felicity can answer common prospect questions. See Knowledge Base.