Managing Submissions

How tour requests and enquiries from your listings reach you, how to answer them, and what each status does.

Where leads come from

Every listing page has two buttons:

• Schedule Tour opens a booking form. The visitor chooses In-Person or Video Chat, picks a date and one of your free hourly slots, and gives a phone number and email. Their name is optional.
• Contact does one of two things, depending on what you chose in the listing's Contacts step:
  • Use in-app contact form (the default): the visitor fills in the "Contact lister" form with their name, email, an optional phone number and a message of 10 to 1000 characters. It arrives as an enquiry.
  • Display contact details directly: the visitor sees your contact profile's phone, WhatsApp and email, plus your website and social media (the team's, for a team listing), and reaches you directly. These calls and messages don't appear in your enquiries.

Only published listings that are switched on take leads: drafts and disabled listings aren't public. See Property management for the Contacts step.

How you hear about a lead

• Email. We send "Tour request: listing name" or "New enquiry: listing name" to the primary email on the listing's contact profile. If that profile has no email, it goes to the email on the account that owns the listing. Replying to the email reaches the visitor directly.
• Sidebar badges. Under Client Interactions, Tour Requests shows how many upcoming tours are still waiting for your reply, and Contact Enquiries shows how many enquiries are new or opened but not yet replied to. The same links are in the Inbox section of your account menu (top right).
• Dashboard. Your dashboard shows enquiries waiting for your reply and upcoming tour requests you haven't answered (the same numbers as the sidebar), plus the latest of each. It refreshes every few minutes; choose Refresh to update it now.

The visitor also gets a receipt from Maskani Yetu: "Tour requested: listing name" (saying it isn't confirmed yet) or "Your enquiry about listing name" with a copy of their message. Receipts don't include your email or phone number.

Only one email address gets each lead. To send leads to a shared office inbox, make that the primary email on the listing's contact profile (see Profile & Team).

Whose leads you see

The Tour Requests and Contact Enquiries pages show leads for the listings you own, plus listings attached to the team you're currently working in. To see another team's leads, switch team from the team menu at the top of the page. Members of other teams don't see leads for listings that aren't attached to their team.

Setting your availability

On Tour Requests, choose Set my availability. For each day, switch it on and set From and To, then choose Save Availability.

• Visitors are offered hourly slots starting at your From time, and the last one starts before your To time. For example, 9:00 AM to 5:00 PM offers 9:00 AM to 4:00 PM.
• Same-day tours need at least an hour's notice, and tours can be booked up to 90 days ahead. All times are Kenya time (EAT).
• Until you save availability, visitors can book any day from 9:00 AM to 6:00 PM.
• Availability belongs to you, the listing owner, and applies to all your listings.

Handling tour requests

Tour Requests is an agenda grouped by day. Its tabs are Upcoming (the default), Waiting for reply, Past, Missed, Cancelled and All. Missed and cancelled tours have their own tabs and don't appear under Past. Each tour shows the time, In person or Video call, the listing, and the visitor's phone, a WhatsApp link and their email.

Each tour shows the next step as a button:

• Waiting for your reply: Confirm the time, or Decline. Once the day has passed it reads No reply was sent; if the visit happened anyway, choose Mark as done.
• Confirmed: from the tour day, Mark as done. Before and on the day you can Cancel tour, which emails the visitor. Once the day has passed, that button becomes They didn't come: it marks the tour Missed and sends the visitor nothing.
• Add notes (or Edit notes) opens a dialog for private notes, such as a meeting point or gate code, and a status list. Your team can see these notes. The visitor can't.

Status changes

A tour can only be marked Completed on or after its date. A tour you never confirmed can be marked Completed directly, so the visitor isn't sent a confirmation for a visit that already happened.

Only a confirmed tour can be marked Missed, and only after its date. If you marked one by mistake, open Add notes and set it to Completed (they did come) or back to Confirmed.

When a tour becomes Confirmed or Cancelled, we email the visitor from Maskani Yetu (except when you confirm a tour whose day has already passed). Their replies come to you. A cancellation email includes a link back to the listing so they can pick another time. Other changes, including Missed, and notes send nothing.

Answering well

• Confirm or decline the same day. The visitor's receipt says the tour isn't confirmed until you do.
• Call or WhatsApp the visitor the day before to agree where to meet.
• For a video tour, agree the app (WhatsApp video, Google Meet, Zoom) when you confirm.

Marking tours completed

Marking a tour Completed tells us the visit happened. If that visitor reviews the listing, matched by their account or the email they booked with, the review shows "Verified visit" and counts more towards your rating and badges. Mark only tours that took place. A tour marked Missed or a cancelled tour never makes a review a verified visit. See Verified visits.

Handling enquiries

Contact Enquiries opens the Enquiries inbox, newest first. Its tabs are Waiting for reply (the default), Replied, Archived and All. The header tells you how many people are waiting and how long the oldest has waited.

Reply where the visitor is: WhatsApp (a greeting is filled in for you), Call (both only when they left a phone number) or Reply by email. Then choose Mark as replied so the enquiry leaves Waiting for reply.

An enquiry's status can be changed to any other, for example to reopen an archived one. The visitor isn't told about status changes. Add notes keeps private notes that your team can see.

Reports about your listings

Visitors can report a listing, for example as a scam, misleading, a duplicate, or already let or sold. Reports go to the Maskani Yetu moderation team, not to you, and you won't see them in your inbox. Our team reviews each report and may contact you about it. Accurate listings rarely get reported: see Best practices.

Spam protection

Lead forms have an automatic human check, and each connection can send at most 10 forms a minute. If the same email sends another enquiry about the same listing within 10 minutes, or books a slot it already holds, you're only told once. Automated spam is dropped silently.

Common questions

Do visitors get a confirmation when they book?

They see a message on screen and get an email receipt saying the request reached you and isn't confirmed yet. They're emailed again when you confirm or decline. Enquiries get a receipt with a copy of the message.

Can visitors see my phone number?

Only if the listing is set to Display contact details directly, or when you contact them. Confirmation emails show the phone number from the listing's contact profile.

I didn't get the email.

Check the primary email on the listing's contact profile, and your spam folder. Every lead is also on the Tour Requests or Contact Enquiries page.

Can I export leads?

Not at the moment.

Next steps

• Reviews & Ratings: verified visits, replies and badges
• Profile & Team: contact profiles and teams
• Best practices: listings that get good leads