Showing requests and confirmed appointments

The decision to make first

A prospect may interpret a captured preferred time as a reserved showing, especially when the assistant uses casual confirmation language. Maintain distinct requested, offered and confirmed states, and allow a confirmed label only after the approved scheduling and access workflow succeeds.

What the handoff should contain

Record property, preferred time, timezone, contact details, access-review status and the agent responsible for confirming the arrangement.

Suggested wording to approve

Example wording: “I have recorded your preferred showing time. The team must confirm availability and access before this becomes a scheduled appointment.”

Test the difficult case

Test an apparently free agent slot for a property that cannot be accessed at that time and inspect both the caller response and saved state. Do not promise a showing merely because an agent calendar has a gap; property access may still require a separate approval.

Worked example

Fictional example: The calendar appears free at the requested time, but the property’s access status is unresolved. The assistant should retain a showing request, not issue a confirmed appointment. Ask the test visitor what they believe happened; if they think they can arrive without further contact, the wording needs correction even when the stored status is technically right.

Review it in operation

Review customers who believed an unconfirmed request was booked and correct the precise wording or status label that caused the misunderstanding.

Check before you launch

• Maintain distinct requested, offered and confirmed states, and allow a confirmed label only after the approved scheduling and access workflow succeeds.
• Record property, preferred time, timezone, contact details, access-review status and the agent responsible for confirming the arrangement.
• Test an apparently free agent slot for a property that cannot be accessed at that time and inspect both the caller response and saved state.
• Review customers who believed an unconfirmed request was booked and correct the precise wording or status label that caused the misunderstanding.

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