Viewing Requests: From Portal to CRM

Client sees a property in the portal, selects up to 3 preferred dates, submits a request. It arrives directly in your CRM as a meeting with status pending. You confirm or reject. On the day of the viewing, the client unlocks extra features.

When is this relevant?

• A client uses the portal and you want to know how requests reach you
• You train a team member in handling portal viewing requests
• You want to adjust the email templates that go to the client

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Client perspective: requesting a viewing

1. Open the property in the portal from the home page or property feed → tap Request Viewing.

2. Choose preferred dates: min 1, max 3. Past dates cannot be selected. No duplicates. Text explains that the agent will get in touch.

3. Review the summary: an overview of the selected dates. If fewer than 3: option to add more.

4. Confirm → request sent. Client sees a confirmation dialog: agent will get in touch.

Bulk Viewing Request

Clients can also request viewings for multiple properties at once via this feature. One set of preferred dates is sent for all selected properties. The portal processes sequentially and shows a summary.

Client views their appointments

Appointments screen in the navigation bar at the bottom. Three tabs:

Tab	Content
Upcoming	Confirmed with start_date in the future
Recent	Past, or cancelled/rejected/completed
Unconfirmed	Pending, waiting for agent

Per appointment, the client sees:

• Property photo + title
• Preferred dates (preferred_date)
• Confirmed date + time (start_date), appears only after confirmation
• Price + Tesoro reference number
• Status badge with color

Cancel an appointment

Allowed as long as status is not completed. Tap Cancel Appointment → confirmation dialog → status cancelled.

Reject with active viewing

Client wants to reject a property while there is an active viewing? Warning, cancel the viewing first?

Start the viewing on the day

The Start Viewing button becomes active on the day of the confirmed viewing. Click = status completed. After that, unlocked:

• Upload photos
• Write notes
• Record voice notes
• Give a rating (1, 5 stars)

Camera only on the day

Outside the viewing day, the camera feature is disabled. A message to the client indicates the date.

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Agent perspective: what happens in the CRM

1. Appointment appears in CRM as a meeting with type visit_location and category visit. Linked to deal + client as participant. Owner = agent assigned to the contact.

2. Notification: CRM notification + push (if enabled) + email (template: Meeting Created By Portal User).

3. Review preferred dates: preferred_date visible on appointment card. Status: pending.

4. Confirm or reject:

   • Choose a preferred date (or another) as start_date
   • Change status to confirmed
   • Or: change status to rejected if none work

5. Client receives update: email (template: Meeting Status Changed By Portal User) + status change directly in portal.

Activity log

Every action, creating, confirming, cancelling, completing, is logged as an activity on contact + deal.

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Five appointment statuses

Status	Color	Meaning
pending	Yellow	Request submitted, agent has not responded yet
confirmed	Green	Confirmed + final date set
completed	Green	Viewing has taken place (auto when confirmed + date in past, or client clicks Start Viewing)
cancelled	Red	Cancelled by client or agent
rejected	Red	Rejected by agent

Visited status

Property is ‘visited’ if: a completed appointment exists, or a confirmed appointment in the past, or visited_date manually set on the deal. Determines whether the client can use rating and photo features.

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Notifications: when what

When	Recipient	Type
Client requests	Agent	CRM notification + push + email (Meeting Created By Portal User)
Agent confirms	Client	Email (Meeting Status Changed By Portal User) + portal update
Agent rejects	Client	Email + portal update
Client cancels	Agent	CRM notification + push + email

Templates editable

Email templates editable via Settings → Email Templates: search for Meeting Created By Portal User and Meeting Status Changed By Portal User.

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Calendar integration

.ics download (client)

From the appointment detail in the portal: Add to calendar → download .ics file. Compatible with Google Calendar, Apple Calendar, Outlook.

Contains:

• Title: property name + “Property Viewing”
• Date + time: start_date or first preferred date if unconfirmed
• Duration: 1 hour default
• Location: property address
• Description: property name, price, reference number, address, optional site link
• Reminder: alarm 30 minutes before
• Status: CONFIRMED or TENTATIVE

Calendar sync (CRM)

When creating/updating an appointment: auto-event created via CalendarMeetingEventObserver. Appears in the agent’s calendar if calendar integration is active.

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Frequently asked questions

Unlimited viewing requests?

Yes, no limit. Each request = separate appointment in CRM.

Client doesn’t choose a date that works?

You set a different start_date yourself + status to confirmed. Client sees the new date in portal. Tip: contact by phone or email beforehand.

Client can request again after cancellation?

Yes, via the property detail page, new request. Becomes a new appointment.

Camera button not visible?

Check: appointment confirmed? Date today? Otherwise: first confirm or wait for the day.

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Next step

Manage Portal Users Create accounts from CRM or via self-registration.