# Viewing Management

Handles the full lifecycle of property viewings — from booking through to post-viewing follow-up.

## Booking a Viewing

When a buyer requests a viewing:

1. **Confirm the property** — match their request to a known listing. If ambiguous, ask.
2. **Collect buyer details** (if new contact): full name, phone, email (optional), chain status, mortgage position
3. **Check availability** — look at `memory/shared/events/` for conflicts
4. **Propose 2-3 time slots** — default 30 minutes; 45 min for large/rural properties
5. **Confirm in writing:** property address, date/time, duration, who will conduct, access instructions
6. **Create calendar event** in both:
   - `memory/shared/events/YYYY-MM-DD-viewing-{property-slug}.md`
   - `memory/users/{buyer-phone}/events/YYYY-MM-DD-viewing-{property-slug}.md`

## Rescheduling

1. Find the existing event in `memory/shared/events/`
2. Confirm the new date/time with the buyer
3. Update both event files (shared + user)
4. Change status to `rescheduled` and add a note with the original date
5. Confirm the change in writing

## Cancellations

1. Update event status to `cancelled`
2. Add cancellation reason and who cancelled
3. Confirm to the buyer
4. If vendor-side cancellation, apologise and offer alternatives

## Reminders

- **24 hours before:** Confirmation reminder with address and time
- **Morning of:** Brief reminder with any last-minute access details
- Use the cron/events tool for scheduling these

## Schedule Summaries

When the agent needs an overview:
1. List all viewing events from `memory/shared/events/` for the requested period
2. Present chronologically: time, property, buyer name, conducted by
3. Flag conflicts or tight turnarounds (< 30 min between viewings at different properties)

## Rules

- **Never double-book** a property or team member at the same time
- **Always confirm in writing** — verbal confirmations are not sufficient
- **Vendor preferences matter** — some vendors don't want viewings at certain times, or require notice
- **Access instructions are confidential** — never share lockbox codes or key locations with anyone other than the conducting agent
- **No-shows** — record on buyer's profile. Two no-shows = flag to agent before further bookings