How Tour Booking Automated Emails Work

Key Features of Automated Emails

While every response includes default text for ease of use, you have the flexibility to modify or fully rewrite the body and subject lines as needed.
Communications are triggered based on Tour Statuses. Ensure you update the prospect's status within the leasing funnel to guarantee they receive the appropriate automated notification.
Every automated response supports interpolation tags, allowing you to automatically personalize content for your prospects.

Required Emails (Always Active - Cannot Be Disabled)

Tour Requested: Sent as soon as a prospect submits a tour request

The agent receives an email with the tour details and Confirm / Reject buttons.
The prospect receives a "Request Pending" notification with their tour details.

Note: does not trigger if the property is set to Auto-approve tours

Tour Confirmed: Sent when the agent confirms the request (or immediately if Auto-Approve is enabled).

The prospect receives a confirmation email with links to add the tour to their Outlook, Google Calendar, or iCal in case it doesn't get added to the prospects calendar automatically.
The Agent receives a follow up up email after the tour is completed with prompts to set the tour to completed or no-show

Tour Cancelled: Sent when the tour is rejected or cancelled.

The prospect receives a cancellation email with a "Book a New Appointment" link.

Note: The "Book a New Appointment" link uses round-robin assignment. If there are multiple agents at the property, the rebooking may go to a different agent. To avoid losing the lead, it is recommended that the agent contact the prospect directly and rebook the tour manually via “+ Add Tour” button in Rentsync.

Optional Emails (Can Be Toggled On or Off)

Reminder: Sent to the prospect before the scheduled tour. The default is 1 hour before the tour time. You can change this to 2, 4, 8 hours, or another increment.

Prospect Check-In: A prompt that asks the prospect to check in before the tour takes place. By default it sends 30 minutes before the tour and the links expire 30 minutes after the tour start time.

Follow-Up: Sent to the prospect after the tour is marked Completed. It is strongly recommended to include a call to action in this email, such as an application link, to keep the prospect moving forward.

How to Edit Automated Email Text

All email body text and subject is fully editable. The text is set at the account level and applies to all properties. Use interpolation tags (such as [[property_name]] or [[agent_name]]) to make the content relevant across multiple properties automatically.

Click "Tours" from the main navigation bar
Click "+ Settings" from the sub menu
Click "Form Settings"
Select "Tour Responses" from the top menu
Click on the email type you want to edit to expand its view
Edit the subject line and message body as needed

Checking off the "Include form fields in auto-response to prospect" checkbox allows prospects form answers (move-in date, pet information, etc.) to be included in the automated email, giving both the agent and prospect a clear record of what was submitted.

Toggle optional emails (Reminder, Check-In, Follow-Up) on or off
Use the purple "Preview Email" button to see how the email will appear to the prospect
Click Save.

Tip: You can edit multiple responses before saving

Email Sending Settings

Navigate to Tours > Settings > Form Settings > Tour Response Settings to configure:

From Name: Change the display name on outgoing emails to the company name (e.g., "Rentsync Property Management" instead of "Rentsync"). The sending email address (noreply@rentsync.com) cannot be changed. Please contact support@rentsync.com if you need to discuss this.
Reply-To Email: Controls where prospect replies go when they hit reply on a tour email. Options: agent email, client email, or a custom address. Setting this to the agent's email means replies go directly to the leasing agent handling that tour.

Text Message Notifications

Prospects can receive text message updates for tour confirmations, cancellations, prospect check ins (requires the email to be enabled) and reminders. To receive texts, the prospect must opt in by checking the text message opt-in checkbox on the tour request form at the time of booking. If they do not check this box, no texts will be sent.

Tip: if you decide to turn on Text message notifications, it is highly recommended to make the phone number field required so all prospects who opt-in will receive a text notification.

Troubleshooting missing texts: If a prospect says they didn't receive a text, the most likely cause is that they did not check the opt-in box when submitting their request. To verify the feature is working, submit a test tour request yourself, check the opt-in box, then cancel or complete the tour and check whether you receive the text.