Recording viewing feedback and sending it to the seller or landlord

A viewing has two kinds of feedback:

• Buyer Feedback or Renter Feedback: what the person who viewed thought.
• Seller Feedback or Landlord Feedback: your contact with the seller or landlord about the viewing, including sending them the buyer's or renter's feedback.

On the viewing, a green speech bubble means feedback has been recorded. A ? means it hasn't yet.

Opening the feedback screen

Use any of these:

• Open the viewing and tap the pen icon next to Buyer Feedback (or Renter Feedback), or next to Seller Feedback (or Landlord Feedback).
• On Now & Next, tap Buyer Feedback on a viewing that's in progress.
• On Now & Next, switch to Earlier Today, swipe a viewing to the left, then tap Buyer Feedback, Renter Feedback, Send feedback to Seller or Send feedback to Landlord.

Recording buyer or renter feedback

1. Open the buyer or renter feedback screen.
2. Type their feedback.
3. If you tried to call and couldn't get through, tap No answer or Left message. Pocket adds a line with the date, time and your name, for example "Attempted call to Buyer - no answer".
4. Choose their opinion: Opinion Unknown, Interested or Not Interested.
5. Once you have their feedback, tick Mark Buyer feedback as received (or Renter).
6. Tap Save.

Automated viewing feedback

Automated viewing feedback (AVF) emails the buyer or renter a link to a short feedback page after the viewing.

• It has to be switched on for your team in Loop. Sales and lettings are switched on separately. If it isn't on, ask your Loop administrator.
• On the buyer or renter feedback screen, turn it on or off for this viewing.
• Loop sends the email a set time after the viewing ends. The delay comes from your team's settings.
• It goes to each buyer or renter on the viewing who has agreed to receive viewing emails, at their main email address.
• It's only sent if no feedback has been recorded yet, and the viewing has been confirmed by the people who need to confirm it. It's only ever sent once.
• When they reply, their answers are added to the viewing's buyer or renter feedback, with a note. The attending agent gets an email to say feedback has arrived.

You can only set up AVF before the viewing has been marked as done. Afterwards you'll see You cannot set up AVF for a viewing that has been carried out.

Sending feedback to the seller or landlord

Record the buyer's or renter's feedback first. That's what gets sent.

1. Open the seller or landlord feedback screen.
2. Type a note of your conversation with the seller or landlord, if you've spoken to them. Use No answer or Left message if you couldn't reach them.
3. Tick Send email to seller (or landlord). This emails them the buyer's or renter's feedback, not the note you've typed on this screen.
4. Under Who it goes to, tick the email addresses to send it to. If there's only one, it's ticked for you.
5. Tick Mark Seller feedback as received (or Landlord) if that's done.
6. Tap Save.

The email's subject is Viewing feedback for followed by the address. It includes the buyer's name, the date and time of the viewing, and the buyer's feedback as you recorded it. It doesn't say whether they're interested.

Loop also adds a note to the viewing, and records in the seller feedback that it was sent and when.

If you can't send the email

Pocket explains why under the tick box:

• There is no buyer feedback on this viewing yet, so there is nothing to send on. Record the buyer's feedback first.
• (Name) has opted out of email, so the feedback cannot be sent. Pass on the feedback another way, such as by phone.
• No email address on file for the seller, so the feedback cannot be sent. Add their email address in Loop, or pass the feedback on by phone.

If it doesn't save

• Choose who to send the feedback to: tick at least one email address, or untick Send email to seller.
• The feedback could not be saved: check your signal and try again.

Related articles

• Managing a viewing
• Using Now & Next