Automated Property Feedback

Acquaint's Automated Property Feedback feature automates the process of Property feedback to Applicants and Vendors. Acquaint can automatically send feedback requests via SMS or Email following a viewing and the comments can be imported back. Following review feedback reports can then be emailed or posted.

Using Automated Property Feedback

Automated Property Feedback needs to be enabled via File -> Configuration -> Site/Branch -> Property Feedback -> Automated Property Feedback Enabled must be specified to Yes.

The Appointment Type must have 'Send Feedback Requests' switched on.

How to Send Feedback Requests (Applicant Settings)

Specify how the Applicant will receive the feedback request

The delivery method of the feedback requests must be specified in the More Details section of the Applicant’s Contact record . The Feedback Request Delivery field enables you to specify that feedback requests are delivered via Email, SMS text or Both.

Ensure the Applicant has Property Requirements

A background process runs every 30 minutes to check to see there are any appointments in the past and sends feedback requests to the applicant that attended the Appointment. This process is also performed first time Acquaint is logged into each day (start of day).

The Applicant will receive an email, this will come from the User attending the Appointment. Although, the Correspondence record will still be linked to the User who activated the background process.

If there are multiple Users attending the Appointment, the email will be sent from the first attending User that has an email address.
If there are no users attending the Appointment or no users attending the Appointment have an email address, the site email (in File -> Configuration -> Site/Branch -> Site Details) is used.
Any User merge fields (e.g. [USERNAME], [USEREMAIL], etc.) in the Property Feedback Request template will use the details of the first User attending the Appointment.

The feedback request will contain a link that will navigate the applicant to a feedback form, in which they can select if they’re interested in the property or not and a free text box enables them to enter any comments about the property.

Once submitted this will be stored on the web server, ready for Acquaint to import.

The Property Feedback Request Email Template is 'Transactional' so will still be sent to Contacts that have opted out of marketing .

Specifying how Vendor/Landlord feedback report is delivered (Landlord/Vendor Settings)

The Send Property Feedback screen allows you send the property owner a report based on feedback within a selected date range.

The report can either be emailed or posted to the owner, depending on their preference. This can be set in the More Details screen of the Owner’s / Landlord's Contact record.

If the owner has an email address the delivery method will be defaulted to Email, if not the delivery method will be defaulted to Post.

Reviewing Property Feedback

Feedback is imported from the web server at 30 minute intervals during the day and marked for review so you need to check you’re happy with the comments left by the Applicant before they are send to the Vendor.

The Review Feedback screen can be accessed either from the Review Property Feedback icon on the More tab of the ribbon menu or from the ‘Property Feedback Review Required’ Home page reminder.

The Review Property Feedback screen displays the contact that left the feedback, which property the feedback was for, what their response was and any comments they made.
The comments field is editable; if you’re not happy with the comments (for example they’re not relevant or abusive) you can click into the field and edit the comment accordingly.
The Action drop down allows you to Accept, Reject or leave the feedback as Pending.
Accepted feedback will be stored against the Property, whereas rejected feedback will be removed. Any feedback left as Pending will appear next time you load the Review Property Feedback screen.
If you wish to either Accept all, Reject all or Reset All feedback to Pending click the relevant buttons in the bottom right of the screen.
Once you’ve reviewed the feedback click the Save button to accept / reject the feedback.

Send Property Feedback

The Send Property Feedback screen can be accessed either from the Send Property Feedback icon on the More tab of the ribbon menu . Alternatively, use the Home Page reminder on the Appointments tab of the Home Page.

Use the Start and End Date filters to select the received date of the feedback.
The Category filter enables to you to select For Sale or To Let properties.
The Site/Branch filter enables you to specify feedback for a specific Site or Branch.
Right-clicking on the screen displays a menu with the options Find, Export Grid to Excel, Select All or Deselect All.
Tick the Properties you wish to send the feedback report for and click the Run button once the desired properties have been selected.

Only feedback that doesn’t require reviewing will be included in the feedback report.
Feedback is only sent for Appointment Types where Send Feedback Requests is selected.
The Property Feedback to Review Desktop Alert for Users is managed by the Show Appointment Reminders option in User Settings