FieldFlow
Thu 3 Sept 10:40
Viewing as Alex Morgan, Operations Coordinator
Thu 3 Sept · 11:55 to 12:25

101 Ivory Walk

E8 4VX · Hackney · 3 bed · £2300 pcm

Everyone toldcommunicatedHIGHwaiting for the renter to say yeswaiting for the agent's OKAccess check overdueoverbooked on purpose
Blocked

Access check overdue

Access has not been confirmed. The check was due 3 h ago.

Access:
Lockbox with code
Sets the code:
Julia Griffiths, 07700 962124
Viewing:
11:55, in 1 h, Sarah Okonkwo (agent)

What it means: Renter and agent have been told. Without access, Sarah travels for nothing.

Escalated. Access still not confirmed close to the viewing. Owner Alex Morgan, due 11:10 (in 30 min). It closes by itself when the step below is done.
Ready checklist0 of 4 ticked
Access check overdue: what to do, in order0 of 3 done
  1. 1
    Ask Julia Griffiths if the lockbox code still works07700 962124. Codes change and nobody says.
  2. 2
    Log what Julia saidSame code: pick Access is confirmed. New code: note it, then confirm.
  3. 3
    Mark it: Access is fine, or Access failed
    Now

    Records the check as passed and clears the access reminders. Access failed raises a disruption and a re-plan proposal instead.

    Access failed…

    Raises a disruption and a re-plan proposal in the same click. You decide on it next.

    Julia answered? Record it here

    Goes on the timeline as Julia's words (a call as the call itself), ticks the step, and the consequence is recorded in the same click.

People for this decision

RenterLeila Adeyemi
07700 979453 · prefers whatsapp
AgentSarah Okonkwo
07700 900101 · 7/7
Sets the lockbox codeJulia Griffiths
07700 962124 · details last confirmed 26 days ago
Show full details
Renter prefersWhatsApp

Correct Leila's name, number or channel

LandlordJulia Griffiths
Operational ownerAlex Morgan
RequestedWed 2 Sept, 17:10 via phone

Access

TypeLockbox with code
HowLockbox on the meter cupboard.
Codehidden
Check dueThu 3 Sept, 07:55 (3 h ago)
Details last confirmed26 days ago
Mark access now
Why this agent Sarah Okonkwo, 0 min from 101 Ivory Walk

Sarah Okonkwo is the closest available agent (already at 101 Ivory Walk), inside the requested window (11:15 to 13:15), daily load stays within limit (0/7), HIGH priority, planned first, overbooked on purpose: two renters for the same flat, shown back to back by the same agent.

More you can do heresomething happened, someone got in touch, change the plan
Something happened
Renter cancelled

Closes this viewing as cancelled and offers the freed slot to a request from the waiting list.

Renter running late

Shifts the rest of the agent's day by the delay. Anything pushed past a renter's window becomes a proposal for you.

Agent running late

Shifts the rest of the agent's day by the delay. Anything pushed past a renter's window becomes a proposal for you.

Agent called in sick

Takes the agent off every viewing of theirs today and proposes the least bad way out, one recommended of three. The path then asks the covering agent before you decide.

Access check failed

Parks this viewing on the waiting list as a proposal and lists who to call. If people were told, nothing moves until you confirm.

Someone got in touch
Record Leila's response (renter)
Only for a different day or time: the day and hours they can do

Goes on the timeline as Leila's words (a call as the call itself), ticks the step, and the consequence is recorded in the same click.

Record Sarah's response (agent)

Goes on the timeline as Sarah's words (a call as the call itself), ticks the step, and the consequence is recorded in the same click.

Record Julia's response (landlord)

Goes on the timeline as Julia's words (a call as the call itself), ticks the step, and the consequence is recorded in the same click.

A call counts too: pick Phone as the channel, the call goes on the timeline as a call.

Change the plan
Move to another agent or time

People were told about the current slot: the new one needs telling again.

Send a free message

Leila prefers WhatsApp.

Lock this assignment

The engine leaves it alone from then on. Re-plans list it as yours to decide.

Close it
All the words ready for this viewing (5)
Ask the renter to confirm they are comingChiedere al renter di confermare che vieneto Leila Adeyemiwhatsapp first

Il renter è stato avvisato dell'orario ma non ha mai risposto. Un sì evita all'agente un viaggio a vuoto.

Message (WhatsApp, SMS)

Hi Leila, it's Alex from the lettings team. Just checking you got our message: your viewing at 101 Ivory Walk is on Thu 3 Sept at 11:55 with Sarah Okonkwo. Could you reply with a quick yes so Sarah knows you're coming? If the time doesn't work, tell me and we'll find another.
Ciao Leila, sono Alex del team affitti. Volevo solo verificare che tu abbia ricevuto il nostro messaggio: la tua visita a 101 Ivory Walk è Thu 3 Sept alle 11:55 con Sarah Okonkwo. Puoi rispondere con un sì veloce così Sarah sa che vieni? Se l'orario non va bene, dimmelo e ne troviamo un altro.

Email

Subject: Your viewing at 101 Ivory Walk, Thu 3 Sept at 11:55: can you confirm?
Hi Leila, A quick check that you received our confirmation: your viewing at 101 Ivory Walk is on Thu 3 Sept at 11:55, and Sarah Okonkwo will meet you there. Could you reply to confirm you are coming? If the time no longer works, let me know and we will find another one. Thanks, Alex
Ciao Leila, Una verifica veloce che tu abbia ricevuto la nostra conferma: la tua visita a 101 Ivory Walk è Thu 3 Sept alle 11:55, e Sarah Okonkwo ti aspetterà lì. Puoi rispondere per confermare che vieni? Se l'orario non va più bene, dimmelo e ne troviamo un altro. Grazie, Alex

Phone call

Opening · Apertura
Hi Leila, it's Alex from the lettings team. Do you have a second?
Ciao Leila, sono Alex del team affitti. Hai un secondo?
The point · Il punto
I'm calling about your viewing at 101 Ivory Walk on Thu 3 Sept at 11:55. We sent you the confirmation but haven't heard back. Are you still coming?
Ti chiamo per la visita a 101 Ivory Walk Thu 3 Sept alle 11:55. Ti abbiamo mandato la conferma ma non abbiamo avuto risposta. Vieni ancora?
If they say... · Se dice...
Yes, I'm coming. (Sì, vengo.)
Perfect, thank you. Sarah Okonkwo will meet you at the door at 11:55. See you then.
Perfetto, grazie. Sarah Okonkwo ti aspetterà alla porta alle 11:55. A dopo.
I didn't get any message. (Non ho ricevuto nessun messaggio.)
Sorry about that. Which is best, WhatsApp or email? I'll send it again now. It's Thu 3 Sept at 11:55, 101 Ivory Walk.
Scusa. Cosa preferisci, WhatsApp o email? Te lo rimando subito. È Thu 3 Sept alle 11:55, 101 Ivory Walk.
The time doesn't work any more. (L'orario non va più bene.)
No problem. What day and time would suit you? I'll check who's free and come back to you today.
Nessun problema. Che giorno e orario ti andrebbero? Controllo chi è libero e ti richiamo oggi.
Voicemail · Segreteria
Hi Leila, Alex from the lettings team. Just checking you're still coming to 101 Ivory Walk on Thu 3 Sept at 11:55. A quick text back would be great. Thanks.
Ciao Leila, sono Alex del team affitti. Volevo solo verificare che vieni ancora a 101 Ivory Walk Thu 3 Sept alle 11:55. Un messaggio veloce sarebbe perfetto. Grazie.
Closing · Chiusura
Thanks, speak soon.
Grazie, a presto.

One click logs the call as made, nothing decided. Did they answer, on the phone or later? Use “Leila answered? Record it here” below.

Ask the agent to confirm they have itChiedere all'agente di confermare che l'ha presa in caricoto Sarah Okonkwowhatsapp first

L'agente ha ricevuto la visita sulla sua lista ma non ha risposto. Un OK dice che l'ha vista e che ci sarà.

Message (WhatsApp, SMS)

Hi Sarah, quick one: 101 Ivory Walk, Thu 3 Sept at 11:55, with Leila Adeyemi is on your list. Can you reply OK so I know you've seen it? Shout if it overlaps with anything.
Ciao Sarah, una cosa veloce: 101 Ivory Walk, Thu 3 Sept alle 11:55, con Leila Adeyemi è sulla tua lista. Mi rispondi OK così so che l'hai vista? Dimmi se si sovrappone a qualcosa.

Phone call

Opening · Apertura
Hi Sarah, it's Alex. Two seconds?
Ciao Sarah, sono Alex. Due secondi?
The point · Il punto
101 Ivory Walk, Thu 3 Sept at 11:55, with Leila Adeyemi is on your list. Are you good for it?
101 Ivory Walk, Thu 3 Sept alle 11:55, con Leila Adeyemi è sulla tua lista. Ci sei?
If they say... · Se dice...
Yes, all good. (Sì, tutto ok.)
Perfect, thanks. I'll mark it confirmed.
Perfetto, grazie. La segno come confermata.
It overlaps with something. (Si sovrappone a qualcosa.)
Okay, tell me what and I'll re-plan it now. Nothing moves until we've agreed.
Ok, dimmi cosa e la ripianifico adesso. Non si muove nulla finché non ci siamo messi d'accordo.
Voicemail · Segreteria
Hi Sarah, Alex here. Just checking you've seen 101 Ivory Walk, Thu 3 Sept at 11:55, on your list. A quick OK by text is enough. Thanks.
Ciao Sarah, sono Alex. Volevo solo verificare che hai visto 101 Ivory Walk, Thu 3 Sept alle 11:55, sulla tua lista. Basta un OK per messaggio. Grazie.
Closing · Chiusura
Thanks, speak later.
Grazie, a dopo.

One click logs the call as made, nothing decided. Did they answer, on the phone or later? Use “Sarah answered? Record it here” below.

Ask the landlord if the lockbox code still worksChiedere al proprietario se il codice del lockbox funziona ancorato Julia Griffithswhatsapp first

La casa si apre con un lockbox. Prima che l'agente parta, chi ha impostato il codice deve confermare che è ancora quello, o mandare il nuovo.

Message (WhatsApp, SMS)

Hi Julia, it's Alex from the lettings team. We have a viewing at 101 Ivory Walk Thu 3 Sept at 11:55. Is the lockbox code still the same? We last confirmed it 27 days ago. A quick yes, or the new code, and we're set. Thanks!
Ciao Julia, sono Alex del team affitti. Abbiamo una visita a 101 Ivory Walk Thu 3 Sept alle 11:55. Il codice del lockbox è ancora lo stesso? L'ultima conferma risale a 27 giorni fa. Un sì veloce, o il codice nuovo, e siamo a posto. Grazie!

Email

Subject: Lockbox code at 101 Ivory Walk: still current? Viewing Thu 3 Sept at 11:55
Hi Julia, We have a viewing booked at 101 Ivory Walk on Thu 3 Sept at 11:55, and Sarah Okonkwo will let the renter in with the lockbox. Could you confirm the code is still the one you gave us? We last confirmed it 27 days ago. If it changed, please send the new one and we will keep it safe. Thanks, Alex
Ciao Julia, Abbiamo una visita prenotata a 101 Ivory Walk Thu 3 Sept alle 11:55, e Sarah Okonkwo farà entrare il renter con il lockbox. Puoi confermare che il codice è ancora quello che ci hai dato? L'ultima conferma risale a 27 giorni fa. Se è cambiato, mandaci il nuovo e lo custodiamo noi. Grazie, Alex

Phone call

Opening · Apertura
Hi Julia, it's Alex from the lettings team. Quick one about 101 Ivory Walk.
Ciao Julia, sono Alex del team affitti. Una cosa veloce su 101 Ivory Walk.
The point · Il punto
We have a viewing there Thu 3 Sept at 11:55. Is the lockbox code still the same one you gave us? We last confirmed it 27 days ago.
Abbiamo una visita lì Thu 3 Sept alle 11:55. Il codice del lockbox è ancora quello che ci hai dato? L'ultima conferma risale a 27 giorni fa.
If they say... · Se dice...
Yes, same code. (Sì, stesso codice.)
Perfect, thanks. I'll mark access as confirmed. Speak soon.
Perfetto, grazie. Segno l'accesso come confermato. A presto.
I changed it. (L'ho cambiato.)
Thanks for telling me. Could you text it to me now? Only the agent doing the viewing will see it, and only just before.
Grazie per avermelo detto. Me lo mandi per messaggio adesso? Lo vedrà solo l'agente della visita, e solo poco prima.
I'm not sure, I haven't been there for a while. (Non sono sicuro, non ci vado da un po'.)
No problem. Sarah will try it on arrival. If it fails, can we call you at that moment?
Nessun problema. Sarah lo proverà all'arrivo. Se non funziona, possiamo chiamarti in quel momento?
Voicemail · Segreteria
Hi Julia, Alex from the lettings team. We have a viewing at 101 Ivory Walk Thu 3 Sept at 11:55. Could you confirm the lockbox code is still current? A text back is fine. Thanks.
Ciao Julia, sono Alex del team affitti. Abbiamo una visita a 101 Ivory Walk Thu 3 Sept alle 11:55. Puoi confermare che il codice del lockbox è ancora valido? Va bene anche un messaggio. Grazie.
Closing · Chiusura
Thanks, that's all I needed.
Grazie, era tutto.

One click logs the call as made, nothing decided. Did they answer, on the phone or later? Use “Julia answered? Record it here” below.

Chase the landlord about the lockbox codeSollecitare il proprietario per il codice del lockboxto Julia Griffithsphone first

Hai già chiesto se il codice funziona, nessuna risposta, e la visita si avvicina. Telefono prima di tutto.

Message (WhatsApp, SMS)

Hi Julia, sorry to chase. The viewing at 101 Ivory Walk is Thu 3 Sept at 11:55 and I haven't had a reply about the lockbox code. Is it still the same? A quick YES, or the new code, and we're set. Thanks!
Ciao Julia, scusa se insisto. La visita a 101 Ivory Walk è Thu 3 Sept alle 11:55 e non ho avuto risposta sul codice del lockbox. È ancora lo stesso? Un rapido YES, o il codice nuovo, e siamo a posto. Grazie!

Phone call

Opening · Apertura
Hi Julia, it's Alex from the lettings team. Sorry to chase, this is about the viewing at 101 Ivory Walk.
Ciao Julia, sono Alex del team affitti. Scusa se insisto, si tratta della visita a 101 Ivory Walk.
The point · Il punto
It's at 11:55 and I need to be sure the lockbox code still works before Sarah Okonkwo leaves. Is it the same one?
È alle 11:55 e devo essere sicuro che il codice del lockbox funzioni ancora prima che Sarah Okonkwo parta. È sempre lo stesso?
If they say... · Se dice...
Yes, same code. (Sì, stesso codice.)
Perfect, thank you. That's all I needed.
Perfetto, grazie. Era tutto quello che mi serviva.
It changed. (È cambiato.)
Thanks for telling me. Could you send me the new one by message? I'll keep it safe and pass it to Sarah.
Grazie per avermelo detto. Puoi mandarmi il nuovo per messaggio? Lo custodisco io e lo passo a Sarah.
Voicemail · Segreteria
Hi Julia, Alex from the lettings team. Viewing at 101 Ivory Walk Thu 3 Sept at 11:55: please text me YES if the lockbox code is unchanged, or the new code. Thank you.
Ciao Julia, Alex del team affitti. Visita a 101 Ivory Walk Thu 3 Sept alle 11:55: scrivimi YES se il codice del lockbox è lo stesso, o il codice nuovo. Grazie.
Closing · Chiusura
Thanks again, sorry for the chase. Bye.
Grazie ancora, scusa per il sollecito. Ciao.

One click logs the call as made, nothing decided. Did they answer, on the phone or later? Use “Julia answered? Record it here” below.

Send a reminder before the viewingMandare un promemoria prima della visitato Leila Adeyemisms first

La visita è tra poche ore e il renter non ha ricevuto un promemoria.

Message (WhatsApp, SMS)

Reminder: your viewing at 101 Ivory Walk is today at 11:55. Sarah Okonkwo will meet you at the door. See you there! If you can't make it, please let me know.
Promemoria: la tua visita a 101 Ivory Walk è oggi alle 11:55. Sarah Okonkwo ti aspetterà alla porta. A dopo! Se non puoi venire, per favore dimmelo.

Timeline

  1. Escalated to Alex Morgan: Access still not confirmed close to the viewing
    101 Ivory Walk starts in 75 min and access is overdue. Due 11:10.
    Thu 3 Sept, 10:40 · FieldFlow
  2. Confirmation sent to Sarah Okonkwo by WhatsApp
    "Confirmed: 101 Ivory Walk, 11:55, renter Leila Adeyemi." (automatic)
    Wed 2 Sept, 17:36 · FieldFlow
  3. Confirmation sent to Leila Adeyemi by WhatsApp
    "Hi Leila, your viewing at 101 Ivory Walk is confirmed for 11:55. Sarah Okonkwo will meet you there." (automatic)
    Wed 2 Sept, 17:36 · FieldFlow
  4. Told the agent and the renter
    Sarah Okonkwo, Thu 3 Sept at 11:55. They know, they have not said yes yet. From here on, changes have a real cost.
    Wed 2 Sept, 17:35 · Alex Morgan
  5. Access check due Thu 3 Sept 07:55
    lockbox, 4 h before the viewing
    Wed 2 Sept, 17:20 · FieldFlow
  6. Planned with Sarah Okonkwo for Thu 3 Sept at 11:55
    Sarah Okonkwo is the closest available agent (already at 101 Ivory Walk), inside the requested window (11:15 to 13:15), daily load stays within limit (0/7), HIGH priority, planned first, overbooked on purpose: two renters for the same flat, shown back to back by the same agent.
    Wed 2 Sept, 17:20 · Alex Morgan
  7. Viewing requested by Leila Adeyemi
    Thu 3 Sept, between 11:15 and 13:15, 30 min, high priority, via phone
    Wed 2 Sept, 17:10 · Alex Morgan

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