Documentation Index
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In one minute
Once a prospect qualifies through screening, Felicity coordinates a property viewing. She handles availability checking, scheduling, reminders, and outcome recording - communicating with the prospect, letting manager, and (for occupied properties) the current tenant.Scheduling a viewing
Propose times
After a prospect qualifies, Felicity proposes available viewing times. These are coordinated with the letting manager’s availability.
Prospect confirms
The prospect selects a time that works for them. If none of the proposed times work, Felicity offers alternatives or escalates to your team.
Reminders
Felicity sends two reminders before the viewing to reduce no-shows:- 24 hours before - the prospect and letting manager both receive a reminder with the viewing details.
- 1 hour before - a final reminder is sent to the prospect with the time and address.
Occupied properties
When a property is currently occupied, Felicity coordinates with the existing tenant:- The tenant is notified that a viewing has been requested.
- Felicity checks the tenant’s availability for the proposed times.
- The tenant receives confirmation of the scheduled viewing and any access instructions.
Viewing outcomes
After the scheduled viewing time passes, the outcome tab unlocks. Felicity follows up with the prospect asking how the viewing went, and the letting manager can also record the outcome manually. Possible outcomes:| Outcome | What happens next |
|---|---|
| Proceeding | Felicity follows up with the prospect about next steps (application, referencing, deposit). The letting manager is notified. |
| Not proceeding - wants other options | The prospect is interested but not in this property. Your team can offer alternatives. |
| Not proceeding - not interested | The lead is closed. |
| Cold lead | The prospect has gone unresponsive. The lead is marked as cold for future follow-up. |
Multiple viewings
If multiple prospects are interested in the same property, Felicity manages each one independently. Each prospect goes through their own screening and scheduling flow. Your team can see all scheduled viewings for a property in the CRM.Escalation scenarios
Felicity escalates viewing coordination to your team when:- The prospect and letting manager cannot find a mutually available time after multiple attempts.
- The current tenant (in occupied properties) raises concerns about the viewing.
- The prospect has special requirements that need manual coordination.
- Any party requests to speak to a person directly.