Tenant access / appointment confirmation Workflow

Why should we automate tenant access appointment confirmations instead of handling them manually?

Manually confirming access appointments typically involves phone calls, emails and follow-ups that are easy to lose track of, especially when tenants request a different time. This workflow gives tenants a direct form to confirm or reschedule, automatically routes the response, and keeps the office looped in with a task whenever a new time is needed. This reduces the coordination effort required from staff and helps appointments get confirmed faster.

What happens if a tenant requests a different appointment time?

When a tenant selects 'Request another time', the record status changes to Rescheduling and the office receives a task, due in one day, showing the tenant's preferred times. The office enters a new proposed date and arrival window, which is saved to the record and sent back to the tenant to confirm. This cycle can repeat up to three times before the appointment is finalised.

Who is responsible for each step in this workflow?

The office initiates the appointment by submitting the request form with tenant and job details. The tenant interacts through an emailed form to confirm or reschedule, without needing an account. Office staff are assigned a task to update the proposed date and arrival window whenever rescheduling is needed, and the workflow handles notifying the tenant and property manager once confirmed.

What information does the tenant provide, and where is it saved?

The tenant's confirmation form asks whether they confirm or want another time, their preferred times if rescheduling, how access should be gained, whether there are pets at the property, and any comments. Because the workflow waits for this response, the tenant's entry preferences, pets and comments are saved directly to the appointment record.

How does the property manager find out the appointment is confirmed?

Once the tenant confirms a time, the record status is set to Confirmed and an email is sent to the property manager with the confirmed date and how access will be gained. This gives the property manager a clear, timely update without the office needing to send a separate message.

Can this workflow be customised for our own process?

Yes. Workflows can be adjusted by describing the change in plain English or by editing the steps directly in the workflow editor, and earlier versions are kept for reference. This makes it straightforward to adjust the request form fields, task deadlines, or the number of rescheduling cycles to match how your business operates.

How quickly can we start using this workflow?

The template is ready to use as soon as a workspace publishes it, with no installation or development project required. This means the office can begin creating appointment records and sending tenant confirmation forms within minutes.

What happens if the tenant doesn't respond as expected to the confirmation request?

The routing step branches based on whether the tenant confirms, requests another time, or takes another action outside those two options. Each outcome is reflected in the appointment's status and recorded in the record's timeline, so office staff can see exactly where each appointment stands at any point.

How does the workflow keep a record of what happened with each appointment?

Each appointment is tracked as a record with a reference number, a status such as Awaiting Tenant, Rescheduling or Confirmed, and a timeline showing what happened at each stage. This gives the office a clear audit trail of tenant responses and rescheduling activity, though each business should confirm what record-keeping its own compliance obligations require.