Your browser does not support JavaScript!

How-To Guide: ACE Tour Scheduling Settings

Learn how to customize ACE’s tour scheduling settings in the LeaseHawk Admin Center.

Last Update:
January 9, 2024
ACE
How-To Guide

Overview

ACE can schedule four types of appointments for your prospects: in-person tour, video call tour, self-guided tour and virtual tour. You may also choose to redirect users to an external system to complete tour appointments. This gives you the flexibility to use your favorite tour scheduling system while still sending important tour data back to ACE.

This how-to guide covers each of the settings available in the LeaseHawk Admin Center for you to customize how ACE schedules tours.

Step 1: Login

  1. Login to the LeaseHawk Admin Center: https://admin.leasehawk.com
  1. Click on the Tour Options dashboard (located in the left-hand navigation bar)

Step 2: In Person Tour Settings

Enable In Person Tours

Turn the toggle to the on position to allow ACE to schedule onsite, traditional guided tours.

Ask for Last Name

Turn the toggle to the on position for ACE to request a prospect's last name when scheduling In Person Tours. This will ensure ACE collects a complete guest card; however, if you’re looking for a minimal and speedy process for your prospects, feel free to turn this feature off.

In Person Tour Appointment Window

Specify how many days out you want to allow appointment scheduling for In Person Tours. By default, we recommend allowing prospects to schedule within a 30-day window.

In Person Tour Time Buffer

This is a buffer of time between the current time and the soonest time that a prospect can schedule an In Person Tour. To allow your leasing team ample time to prepare for a tour, we recommend setting this buffer to at least 1 hour.

In Person Tour Appointment Hours

These settings are used by LeaseHawk clients without a calendar integration. For clients that do have a calendar integration, ACE will automatically pull your property and on-site team’s availability for scheduling appointments from your integrated system.

Next to each day, specify the hours that your leasing office will conduct tours. You may split hours within a day to break up your property’s tour appointment hours into a series of intervals or gaps. This is helpful for blocking out break times, such as a lunch hour when no appointments should be scheduled. Appointment hours may be split up to 3 times for a day using this feature.

How to Split Appointment Hours

  1. Log in to the LeaseHawk Admin Center: https://admin.leasehawk.com
  1. In the left-hand navigation, click on the Schedule Tour dashboard.
  1. Scroll down to the In Person Tour Appointment Hours section.
  1. Click on the blue Split Hours option next to the day you’d like to update. Click it a second time to add a third time interval. If you’d like to remove an interval, click the blue Remove option.
  1. Enter the appointment hours for each split interval.
  1. Click the orange Save button in the top-right corner, then click Publish.

Step 3: Video Call Tour Settings

Video Call Tours currently has limited integration support preventing some systems from showing the tour type. To check if your system is supported or if you have any questions, please get in touch with your LeaseHawk representative or contact support@leasehawk.com.

Enable Video Call Tours

Turn the toggle to the on position to allow ACE to schedule a Video Call appointment (e.g., Facetime, Skype, Zoom).

Click the checkbox below the toggle to use your In Person Tour Appointment Settings. When unchecked, ACE will use a separate last name capture, appointment window, tour time buffer, and appointment hours settings. If a calendar integration is enabled, then the Video Call and In Person tours will share the same appointment slot data, whether this is checked or not.

Video Call Tour Responses

Enter ACE’s response for the Video Call Tour Appointment Details Text. This is the text message that ACE will send to the prospect after they have scheduled their Video Call tour.

Enter ACE's response for the Video Call Tour Confirmation. This is what ACE will say to the prospect after they have scheduled their Video Call tour.

Step 4: Self-Guided Tour Settings

Enable Self-Guided Tours

Turn the toggle to the on position to allow ACE to share a website URL to your self-guided tour system for the the prospect to complete their tour request (e.g., Rently, ShowMojo, etc.).

Ask for Last Name

Turn the toggle to the on position for ACE to request a prospect's last name. This will ensure ACE collects a complete guest card; however, if you’re looking for a minimal and speedy process for your prospects, feel free to turn this feature off.

Self-Guided Tour Confirmation

Enter ACE’s on-site self-guided tour response.

In the Default tab, we recommend for ACE to respond with, “To continue the tour process I need to send you the link to our tour scheduling widget.” ACE is automatically configured to then ask the prospect for permission to send them the text response.

In the Text tab, enter the website URL for your self-guided tour system. We recommend providing some directions too, such as, “Please select the following link to continue your self-guided tour setup: [enter url].”

In the Chatbot tab (if applicable), enter the website URL for your self-guided tour system again. We recommend showing your URL as a hyperlink, like this, “Click Here to continue scheduling your self-guided tour.” To create a hyperlink, highlight the text you’d like to hyperlink, then click on the Add Hyperlink icon. Paste your URL into the box and click Save.

Step 5: Virtual Tour Settings

Enable Virtual Tours

Turn the toggle to the on position to allow ACE to share a website URL to the prospect for an on-demand, self-guided virtual tour that does not require an appointment (e.g., Matterport, LCP360, or link to watch a prerecorded video).

Ask for Last Name

Turn the toggle to the on position for ACE to request a prospect's last name. This will ensure ACE collects a complete guest card; however, if you’re looking for a minimal and speedy process for your prospects, feel free to turn this feature off.

Virtual Tour Confirmation

Enter ACE’s virtual tour response.

In the Default tab, we recommend for ACE to respond with, “The best way to get this information is with a text.” ACE is automatically configured to then ask the prospect for permission to send them the text response.

In the Text tab, enter the website URL for your virtual tour. We recommend providing some directions too, such as, “View our virtual tours here: [enter url].”

In the Chatbot tab (if applicable), enter the website URL for your virtual tour again. We recommend showing your URL as a hyperlink, like this, “View our virtual tours here.” To create a hyperlink, highlight the text you’d like to hyperlink, then click on the Add Hyperlink icon. Paste your URL into the box and click Save.

Step 6: Save and Publish

After you have finished configuring your settings, click on the orange Save button in the top-right corner. Then click, Publish.

Tour Redirect

Follow the steps below to override all tours and redirect tour requests to your own system.

  1. Login to the LeaseHawk Admin Center: https://admin.leasehawk.com
  1. Click on the Tour Options dashboard (located in the left-hand navigation bar)
  1. Scroll down to the Tour Redirect section.
  1. Toggle the "Override all tours and redirect tour requests" to the on position.
  1. Customize what ACE will say when a user requests a tour before redirecting the user to the external system. Note: If the user is having a conversation with ACE over the phone, ACE will offer to text them the details.
  1. Click on the orange Save button in the top-right corner. Then click, Publish.

Appointment Arrival Notice

ACE can recognize when prospects communicate about arriving or running late for a tour. To assist prospects, ACE will transfer callers to the property or provide the property's phone number if prompted on chat or text.

How to Customize

  1. Log into the LeaseHawk Admin Center.
  1. Click on the Tour Options dashboard, located in the left-hand navigation menu.
  1. Scroll down to the Tour Questions section.
  1. Customize the related prompts and ACE Rules.
  1. Click the orange Save button (located in the top-right corner) then click publish.

Examples

Chat - Arrival

Voice - Arrival

Chat - Late Arrival

Voice - Late Arrival