My tours

My tours lists every tour you are booked for, however it was booked: on a call, in the web chat, or on one of your booking pages. It is where a Sales rep lands after signing in. (If your account calls tours something else, such as consultations, the page uses that word.)

Upcoming, past and cancelled#

• Upcoming: soonest first.
• Past: most recent first, with whether the person came, when your CRM says.
• Cancelled: who cancelled (the caller, you, an admin, or the event was removed from your calendar), and any note.

Search by name to find someone.

Who is coming#

A tour booked on a page says Booking page and the page's title; opening it shows what they answered on the page's form.

Open a tour to see the person's phone number and email, what they told the assistant, and the notes. Answers your account marks as sensitive, such as health details, are withheld.

You only see your own tours. A Sales rep sees no calls, recordings or transcripts.

The visit brief#

With the Conversation Intelligence add-on turned on for your account, an open tour has a Visit brief tab: who is coming and who decides, their timeline and interests, the concerns they raised and how the assistant answered, open commitments, how they engaged with their page, and talking points from your playbook. It is made soon after booking and refreshed the day before and two hours before. The day before, you get an email whose link opens the tour here.

The brief never includes care, health or money topics. Opening it is recorded, like opening a call.

Notes#

Open a tour and choose the Notes tab to write down what happened: what they liked, what worries them, what to follow up on. Notes are for your team only; the person and their family never see them. On a phone the tour fills the screen, so you can write in the hallway right after.

• Press Add a note and type. It saves as you go; Saved shows when it has.
• You can change your own notes. Notes from your manager or the office show with their name and are read-only to you.
• Use the checklist button for reminders to yourself.
• To remove one of your notes, press the bin beside it. Community managers and admins can remove any note.
• A moved tour keeps its notes.

You can add and change notes until 14 days after the tour. Staff see the same notes on the call's page, under Tour notes.

Next steps#

Under the notes, Next steps shows your community's list as buttons, like Send pricing or Schedule a second tour. Tap one and it becomes a task for you (or for the community's backup contacts, if your admin set it up that way), due a set number of days after the tour. Tap Something else to type a step of your own, if your account allows it.

Your open steps show on My tasks (or Today) with the tour they came from. Tick one when it is done, or use its menu to change the date, hand it on, or dismiss it. A step added by mistake can be removed for ten minutes.

Admins set the list in the playbook, under Next steps after a visit; each community can add its own and turn inherited ones off on its Customizations.

A step can also be a task in your CRM: turn on Also create a task in the CRM for it in the playbook (and One-off items become CRM tasks for steps reps type). Picking it creates the task for its owner, on the person's CRM record. Ticking it done here completes the task in the CRM, and a task completed in the CRM closes the step here, marked Done in the CRM.

Photos for the family#

Under the next steps, Photos for the family lets you take photos during the tour: the apartment they liked, the view, the dining room. They are for the family to keep, so ask before you take any. The first time, the app asks you to confirm the family agreed.

• Press Take photos to use the camera, or Choose from phone for photos you already took. Take as many as you like; they send in the background, even on a weak connection. Keep the page open until on the way goes away.
• Each photo shows Getting it ready… for a moment, then appears. Location and phone details are removed from every photo before anyone can see it.
• Add a caption, change the order with the arrows, or turn off Share with the family for a photo that is for your team only.
• To remove a photo, press the bin beside it. Community managers and admins can remove any photo.

Showing them on their page#

Nothing shows to the family until you press Show on their page. After that, every photo you share shows there as soon as it is ready, with no second press.

• If they already have a page (from the text after their call), the photos go on it. They will see them the next time they open it; nothing is texted.
• If they have no page, one is made for them. A QR code appears: let them scan it with their phone's camera, or press Copy link and send it from your phone. Show the link again makes a new link any time; the earlier ones keep working.
• Unpublish takes every photo off their page at once. Nothing is removed, and you can show them again.

The family can open each photo full screen and download it. They see the photos on links they forward too, so mention that when you ask if they agree.

You can add photos from two hours before the tour until 14 days after it. Photos can't be added to a cancelled tour, or when your account has photos turned off.

Finish a tour#

When you are done, press Finish tour to send your notes and next steps to your CRM as one entry on the person's record, with how many photos you shared (never the photos themselves). If you do not, it happens on its own a day after the tour.

After it has gone, the tour says when. If you change your notes or next steps later, it says Changes will be sent as an update: press Send the update to add them to the CRM as a new entry. A tour with no CRM contact sends nothing, and says so.

Notes and next steps are kept as long as your account keeps call transcripts. Photos on a family's page go 7 days after the page expires or is turned off.

Cancel a tour#

Open it, press Cancel tour, add a note if you like, and confirm. The tour is removed from the calendar, and the person is told: by text if they have a follow-up page, or by email if they booked on a booking page. Your note goes with it, so write it for them.

Move a tour#

Open it and press Reschedule. AnswerStack lists your free times in the next two weeks, from your hours and your calendar. Choose one and press Move to this time. The caller is told if they have a follow-up page.

If a tour is missing#

A tour reaches My tours when an entry on the community's Staff section is linked to your login. If you are missing there, ask your admin to add you and choose your login in the entry: tours booked from then on appear straight away.