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Sales Center - Manage Appointments

Sales Center - Manage Appointments

In this article:

About Appointment Management

To view the instructional video, click PLAY below:

 

You can schedule appointments with registrants from either the Sales Center Home Page or the registrant profile.

If you are an Online Sales Counselor (OSC), you can easily associate a registrant from the OSC project to a community project and assign the registrant to a sales rep, all while scheduling their appointment. You can choose to send Calendar Email Invites and Text Message Reminders when creating or updating appointments as well.

The appointments you schedule will appear in the Appointments section of the registrant profile as well as the Sales Center Home page of the project you selected when creating the appointment. You can view all the appointments you created in a cross-projects Appointments Report. No matter what project you are logged into, you will see all the appointments you created, including appointment status and assigned sales reps. Please note that the data in this report will be yours only. In order to share the report with your manager or co-workers, you will need to export the data to a CSV or Excel file.

Some key features include:

  • Creating and viewing appointments across projects
  • Assigning registrants during the appointment creation process
  • Sending calendar email invites
  • Setting SMS/text reminders
  • Viewing across-project appointment reports

About Appointments Panel on Sales Center Home Page

The Appointments panel on the Sales Center Home Page displays appointments that are assigned to you as well as those that are public (the creator of the appointment has made it viewable to all sales reps, regardless of whether they are  assigned to the project or not). Appointments are displayed in timeframe categories. When you initially log into the Sales Center, your appointments for today and the next 7 days will be displayed. Clicking on a category heading will expand or collapse the list of appointments. Timeframe categories are as follows:

  • Missed – Past appointments that have not been completed
  • Todays Appointments – Appointments scheduled for the current day
  • Next 7 Days' Appointments – Appointments scheduled for the next 7 days after the current day (For example, if today is November 1st, the Next 7 will show appointments scheduled up to and including November 8th.)
  • Next 30 Day's Appointments – Appointment scheduled for the next 30 days (For example, if today is November 1st, the Next 30 will show appointments scheduled up to and including December 1st.)
  • Beyond 30 Day's Appointments – Appointments scheduled beyond 30 days (For example, if today is November 1st, Beyond will show appointments scheduled after December 1st.)

Click on an appointment to complete, update, or cancel it. Click on a registrant name to open up their profile. The information displayed for each appointment includes the following:

  • Public identifier if it is visible to all sales reps
  • Subject of appointment
  • Registrant for whom the appointment is set
  • Time and duration of appointment
  • Project the appointment was created in (including if it was a different project than you are logged into)
  • Creator of the appointment ("ME" if the creator is you)
  • Initials of sales reps that are assigned to the registrant

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Note: Appointments that are marked as Public will show on the Appointments panel for all sales reps. 

The settings feature on the Appointments panel allows you to modify the type of appointments that are displayed. The default setting shows you all appointments that have been created for your assigned registrants.

  • AppointmentsAppointments you created and appointments you are attending
  • Appointments I’ve Created – Only appointments that you have created
  • Appointments I’m AttendingOnly appointments for your assigned registrants
  • Show Completed – All past appointments, including those resolved as Completed, No Show, or Cancelled
  • Show Unrelated – All public appointments that have been created in other projects

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The circle with a checkmark to the right of the appointment indicates whether the appointment has been resolved (Completed, No Show, or Cancelled) or not. Resolved appointments have a green check while open appointments do not. Clicking on the circle allows you to resolve the appointment.

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Create Appointment

 The process below works particularly well for clients who use an Online Sales Counselor (OSC) to handle all leads coming from their project website. The OSC is able to book appointments from the OSC project for sales reps in specific community projects.

Note: In order to create appointments in projects that you are not assigned to, you must have the Registrant Associate permission in the Sales role.

1 – On the Sales Center Home Page, click Appointment, OR, on the registrant profile, click Actions and select Appointment.

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2 – This takes you to the Date & Time tab of the Create Appointment page. If you are creating the appointment from the Sales Center Home Page, you will see a Registrant Search field. Enter the first few letters of the registrant’s first or last name and then select the appropriate registrant from the list that pops up. If you are creating the appointment from the registrant profile, skip to the next step.

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3 – Enter the Subject of the appointment. This will appear in the subject line of the calendar invite sent to all appointment invitees.

4 – Enter the Address of the appointment. This will appear in the calendar invite email sent to appointment invitees.

Note: If you enter a physical address, e.g. 1373-13351 Commerce Parkway, Richmond, BC, V6V 2X7, in the Address field, the calendar invite email will include a map link for recipients who add it to their Google Calendar.

5 – Enter the Date & Time of the appointment, including the Duration. The date and time will appear in the calendar invite, and the time will appear in the SMS reminder text that is sent one hour prior to the appointment.

Note: By default, today’s date and the time closest to the current quarter increment will be displayed.

6 – Enter Internal Notes if needed. This field is not displayed to appointment invitees. It is only visible when editing the appointment.

7 – If you want all sales reps in the project you are creating the appointment in to see the appointment on their Sales Center Home Page, check the box beside Make Appointment Visible (Public) for All Sales Reps in Project. Leave it unchecked if you want the appointment to show only for the registrant’s assigned sales rep(s).

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8 – Once you are satisfied with your entries, click Next.

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9 – This takes you to the Project tab. Select the Project you want the appointment to be created in.

Note: The registrant will be associated to the selected project if they are not already. If they have not yet been associated to the project, you will see this message under the Project field: "This person is not yet a registrant on the project and will be associated upon creating this appointment." If they are already associated to the project, the message will not be displayed.

10 – Under Assign Sales Reps, check the boxes beside the Sales Reps that you want to assign to the registrant in the selected project. If a rep is not associated to the selected project, they will not show in the sales rep list. Please ensure that you assign a sales rep to the registrant. If they are not assigned, they will not  show in the Appointments Report.

Note: If the person is already a registrant on the selected project, their assigned sales rep(s) will be checked by default.

11 – Click Next.

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12 – This takes you to the Invites & Reminders tab.

  • Under Calendar Email Invites, select the registrant as well as the sales reps to whom you want to send an email invite. The Email Invite will come from the user that creates  the appointment. Select everyone in the list by clicking All or unselect by clicking None. The invite to assigned sales rep recipients will be sent to the email address that is set as their default in Lasso.
  • Under Text Message Reminders, select the registrant as well as the sales reps to whom you want to send a text message reminder one hour prior to the appointment. Select everyone in the list by clicking All or unselect by clicking None.

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Note: The registrant and sales reps must have email addresses in Lasso in order to select them under Calendar Email Invites and they must have phone numbers in Lasso in order to select them under Text Message Reminders. If a registrant or sales rep does not have an email or phone number, they will be listed with No Email or No Phone indicated.

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13 – If you would like someone who is not listed to receive a Calendar Email Invite and/or a Text Message Reminder, click +Add Additional Recipient.

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14 – Under Calendar Email Invites, enter the person’s email address and click Add Recipient.

15 – Under Text Message Reminders, enter the person’s phone number and click Add Recipient.

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The email addresses and phone numbers will be added to the list and automatically selected. Add as many additional recipients as needed.

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16 – If you would like to include a message in the body of the Calendar Email Invite, enter it into the space provided.

17 – The text message in the Text Message Reminder field is Lasso’s default. It displays the project, the time of the appointment, the name of the first assigned sales rep in the list on the previous Project page, and the phone number of that sales rep. When it is sent out, it will display the day as "Today" since it is sent out on the day of the appointment. If you would like to change the message, simply type over it.

Note: The Text Message Reminder is sent one hour prior to the appointment in the time zone of the user who created the appointment. If the appointment is created within the hour of its date/time, the text message is sent immediately.

18 – Click Next.

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19 – Review the details on the Confirmation page and if you are satisfied, click Create appointment.

Note: Click Previous to change any of the details.

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If an email invite is sent, this will be displayed in the History section of the registrant profile as Outgoing Email. There will be a history item for each project to which the registrant is associated at the time of creating the appointment. For example, if a registrant is associated to three projects at the time of creating the appointment, the email history will show three times. Each history item displays the initial(s) of the project it is associated to, except for the project the user is logged into.

Note: If the registrant is added to a project through the creation of an appointment, the registrant’s rating will be N in the newly associated project.

Registrant profile in the project selected when creating the appointment, if it was created from a different project

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Registrant profile in the project the appointment was created from, if different from the project selected when creating the appointment

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The Calendar Email Invite is sent from the user that creates the appointment and is in the user’s time zone. If there was a Calendar Email Invite message added when creating the appointment, it will be displayed when the recipient adds the invite to their calendar.

Each calendar will treat the email invite differently. Here is an example of the email sent to Gmail.

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Add to Google calendar

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Downloaded ICS Invite

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The Text Message Reminder is sent one hour prior to the appointment in the time zone of the user that created the appointment. If the appointment is created within the hour of its date/time, the text message is sent immediately. The message contains the project the appointment was created in, the time of the appointment, the first assigned sales rep in the list on the Project tab of the Create Appointment page, and that sales rep’s phone number. The day of the appointment is indicated as "Today" since it is sent out on the day of the appointment. If the message was changed when creating or editing the appointment, the message will display as per the changes.

Example of Text Message Reminder

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Update/Edit/Reschedule Appointment

You can update an appointment from the Sales Center Home Page or the registrant profile. T

1 - On the Sales Center Homes Page, click on the subject of the appointment or the project name. Click on the registrant name to go directly to the registrant profile, where you can click on the appointment.

Sales Center Home Page

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Registrant Profile in the project the user was logged into when creating the appointment

editappt2.gif Registrant Profile in the project the appointment was created in

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2 – If you are on the registrant profile, click Edit appointment. If you clicked on the appointment from the Sales Center Home Page, skip to the next step.

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3 – On the Date & Time tab, make changes to the Subject, Address, Date & Time, Duration, and Internal Notes as needed.

  • The Subject of the appointment will appear in the subject line of the calendar invite sent to all appointment invitees.
  • The Address of the appointment will appear in the calendar invite email sent to appointment invitees.

Note: If you enter a physical address, e.g. 1373-13351 Commerce Parkway, Richmond, BC, V6V 2X7, in the Address field, the calendar invite email will include a map link for recipients who add it to their Google Calendar.

  • The Date & Time of the appointment will appear in the calendar invite, and the time will appear in the SMS reminder text that is sent one hour prior to the appointment.
  • The Internal Notes will not be displayed to appointment invitees. It is only visible when editing the appointment.
  • If you want all sales reps in the project you are creating the appointment in to see the appointment on their Sales Center Home Page, check the box beside Make Appointment Visible (Public) for All Sales Reps in Project. This will be checked by default if it was checked when creating the appointment.

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If you are updating/editing from the registrant profile, you will see a Delete appointment button in the bottom left corner. This is not available from the Sales Center Home Page.

Delete appointment available in registrant profile only

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4 – On the Invites & Reminders tab:

  • Under Calendar Email Invites, select the registrant as well as the sales reps to whom you want to send an updated email invite. The Email Invite will come from the user that created the appointment. The invite to the assigned sales rep recipients will be sent to the email address that is set as their default in Lasso.
  • Under Text Message Reminders, select the registrant as well as the sales reps to whom you want to send a text message reminder one hour prior to the appointment. If the appointment is created within the hour of its date/time, the text message is sent immediately.

Note: Select everyone in the list by clicking All or unselect by clicking None.

5 – The Calendar Email Invite will be blank by default. If an invite message was entered when creating the appointment, it will need to be entered again or a new one created.

6 – The Text Message Reminder will display the Lasso default message. If the message was changed when creating the appointment, it will need to be changed again if desired. The default text message when updating an appointment will display the project the appointment was created in and the time of the appointment. It will indicate the day as "Today" since it will be sent out on the day of the appointment.

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7 – On the Status tab, click Next.

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8 – Review the details on the Confirmation page and if you are satisfied, click Update appointment.

Note: Click Previous to change any of the details.

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Delete Appointment

Note: Once an appointment has been completed, cancelled, or recorded as no show, it moves to History and cannot be deleted.

1 - On the Sales Center Homes Page, click on the subject of the appointment or the project name. Click on the registrant name to go directly to the registrant profile, where you can click on the appointment.

Sales Center Home Page

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Registrant Profile in the project the user was logged into when creating the appointment

editappt2.gif Registrant Profile in the project the appointment was created in

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2 – If you are on the registrant profile, click Edit appointment. If you clicked on the appointment from the Sales Center Home Page, skip to the next step.

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3 – On the Date & Time tab, click Delete appointment.

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Complete/Cancel/No Show Appointment from Registrant Profile

1 – In the registrant profile, click on the appointment.

completeapptrp1.gif2 – Select Completed, Cancelled, or No Show, and click Update appointment.

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The appointment will move to the History section of the registrant profile.

completeapptrg3.gifThe selected Appointment statuses shows as follows in the History section of the registrant profile:

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Complete/Cancel/No Show Appointment from Sales Center Home Page

 1 – Click on the circle with the checkmark to the right of the appointment.

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2 – Select Cancelled, Completed, or No Show, and click Update appointment.

 

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 The appointment will move to the History section of the registrant profile.

completeapptsc6.gifThe selected Appointment statuses shows as follows in the History section of the registrant profile:

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View Appointments Report

To view the appointments you have created, go to Reports on the Sales Center Home Page of any project you are associated to and select Appointments from the list.

This report lists each appointment you created, the projects they were created in, the appointment status, and the assigned sales reps. Please note that the data in this report is yours only. In order to share the report with your manager or co-workers, please export it to a CSV or Excel file. If you are creating an appointment for a registrant in another project, please ensure that the registrant is assigned to a sales rep in that project. If they are not assigned, they will not show in the report.

Note: The Appointments Report is different from Lasso’s standard Sales Rep Appointments Report. The Appointments Report shows only the appointments of the user that is logged into Lasso and lists all the appointments the user created in all projects. The Sales Rep Appointments Report lists only those appointments that were created in the project the user is logged into, and, if the user has a sales manager role, lists all appointments for that project, not just those created by the user.

To access the report, click on Reports and select Appointments at the top of the list.

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The report columns are as follows:

  • Project – Project the appointment was created in
  • Subject – Entry made in the Subject field when creating the appointment
  • Appointment Date – Date the appointment was set for
  • Status – Status of the appointment – Open, Cancelled, Completed, or No Show
  • Assigned Sales Rep – Sales Reps assigned to the registrant
  • Registrant – Registrant the appointment was created for
  • Rating – Registrant’s current rating
  • Source Type – Registrant’s current source type
  • Secondary Source Type – Registrant’s current secondary source type
  • Duration – Duration of appointment as specified during creation
  • Location – Location of appointment as specified during creation

Use the Filters to filter the report by Appointment Status and/or Appointment Date Range. You can sort the columns by clicking on the heading name, e.g. Project or Appointment Date.

Note: Clicking on a registrant's name will take you to that registrant's profile if  the registrant is associated to the project you are logged into when pulling the report. If the registrant is not associated to the project you are logged into, you will see a message saying Notice: Registrant Not Found.

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To export the report, click on the CSV or Excel button at the top of the report. This will download the report in a CSV or Excel file so that you can send it in an email or print it.

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