Use this workflow to quickly identify a new lead, capture accurate details, and save the record, so follow-up and reservation processes can start correctly.
Quick Start:
Answer the unknown call and confirm whether the caller is a new lead.
Complete the required script fields, including the date needed and texting permission.
Select the best-fit unit and review pricing, specials, and totals.
Choose a reservation lead type or payment option if needed.
Add notes and save the lead to start follow-up.
Notes:
Reservation payments are available only if your management team has enabled them.
Some fields, tabs, and options may vary based on your company settings and property management software.
Identify the Caller as a Lead
After you answer an unknown call, review the Greeting Tab (A).
Read the Greeting Script (B) to the caller. This script is customized by your management team, so it may look different from the example shown.
If the caller is a new lead, click Lead (C) to open a new lead card. If the unrecognized call is not a lead, refer to this guide.
Complete the Script
Enter the caller's name in Name (D). If a matching name appears in the dropdown, select it to merge the new lead card and phone number with an existing lead record.
Continue through the Script (E). Required questions are marked with red asterisks. This script continues the lead intake started from step #3 and may vary based on your management team's configuration.
Review the Date Needed field. It defaults to today's date. If you need to change it, click Calendar (F) and select the correct date. This date is important because it places the lead into the correct follow-up workflow.
Review Lead Details
Open Exclusion (G), then click Noneto manage communication exclusions. For more information, refer to this support guide.
Select a response in Did You Receive Permission To Send Texts (H). You must choose Yes or No before you can save the lead.
Confirm the value in Inquiry Type (I). This is populated automatically based on your management settings.
Verify Date Needed (J) matches the date entered in the script.
Review Expiration (K) to understand when the lead will be canceled and removed from follow-up. Canceled leads remain searchable and can be reactivated.
If available, choose the lead source from Marketing Ad Source (L). Use the dropdown to select where the lead found your facility, such as Google, Yellow Pages, or a billboard. Your selection appears in the Ad Performance report. Depending on your property management software, this field may not be visible or editable.
Select a Unit
Note: The first unit you select is highlighted in dark blue and transmitted to your management software when the lead card is saved. Additional selected units are highlighted in a lighter blue and are not transmitted to your property management software.
Use Inventory (M) to switch between all units and filtered unit types, such as Climate-Controlled or Drive-Up.
Click Filter (N) to display only available units.
Review Unit Description (O) for the unit size and type. Click the unit size to find matching units at the lead's assigned location.
Check the Availability (P) to see both the number of available units and the availability percentage for that unit size at the associated location.
Click the Magnifying Glass (Q) in Search to check that unit's availability at other locations.
Review the standard advertised price in the Rate (R) column.
If your settings allow it, update Adj Rate (S). Click % to view the minimum and maximum adjustment range. A modified adjusted rate overrides Rate (R) amount.
Review applicable charges in the Tax (T) column.
Confirm the Total (U), which is the lower of the rate or adjusted rate plus tax.
Open the Special (V) pull-down to review available specials defined by your management team, such as a reduced move-in special.
Select the unit by checking the checkbox (W) next to the lead's desired un.
Create a Reservation
Note: Make sure only one unit is selected when creating a reservation. Your dropdown options may differ based on your management team's settings.
-
Open Lead Type (X) and choose the reservation option designated by your management team. For more information about lead types, refer to this article.
After selecting the appropriate reservation option from the dropdown and choosing a unit, click Pay (Y) to enter payment information.
Note: This option is available only if your management team has enabled it.
Click Get Directions (Z) to open an interactive Google map and help direct the lead to your facility.
Click Send Directions (AA) to send turn-by-turn directions from the lead's location by text or email.
When the interaction is complete, click New Note (BB) to enter a summary of the conversation.
Use Quick Responses (CC) to insert a standard response from the dropdown.
Click Add (DD) to save the note to the tenant's account. Depending on your company's Move In settings, the Add (DD) button may not appear. In that case, you can save a single note for new lead move-ins, while multiple notes remain available for existing leads.
If the caller is ready to move in, click Move-In (EE) to begin the move-in process.
Otherwise, click Save (FF) to save the information entered on the lead card. Saving adds the lead to a follow-up workflow.