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Leasing Agent User Guide

This guide outlines the day-to-day life of a Leasing Agent in DashQ.

Nigel Welton avatar
Written by Nigel Welton
Updated over a month ago

Managing Leads

Action

Steps

Respond to active leads (click here)

  1. Go to the Lead Queue (web) or Chats tab (mobile) and open any unanswered messages.

  2. Respond via the method they communicated with you from (text/email/call).

  3. Once responded to, close the conversation to keep your inbox clean and your focus on what matters most.

Offer available inventory (click here)

  1. In a lead’s profile, click on the “inventory” tab.

  2. Review availability and update filters based on the lead’s interests.

  3. Share availability with the lead.

Book tours with interested leads (click here)

  1. In the lead’s profile, click on the “book” button.

  2. Select their desired building.

  3. Choose a time and select an in-person or virtual tour.

  4. Complete the booking form.

Follow up with leads who have not responded (click here)

  1. Create a list in the Lead Manager.

  2. Add filters to the list to segment the leads who have not yet responded.

  3. Follow up with the leads via call, text, or email.

Update tour results (click here)

  1. Navigate to your Appointments Dashboard.

  2. Update the results of your “in progress” appointments by marking them attended, or hot if they’ve attended their appointment and you’re awaiting their decision.

  3. Move appointments to “lost” when leads will not be renting an apartment.

  4. Any leads who apply will automatically be updated in your “deals” dashboard based on the result of their application.

Managing Applications

Action

Steps

Send application links to leads who are ready to apply (click here)

  1. In the lead’s profile, click on the “inventory” button.

  2. Find the available unit that they’d like to apply for.

  3. Click the actions and select “unit link” which copies the link to your clipboard.

  4. Paste the link into a text or email and send it to the lead.

Monitor the Approvals Queue (click here)

  1. Navigate to the Approvals Queue

  2. Filter for your applications

  3. Filter applications by status:

    1. In progress (the customer/s are still completing the application process - follow up with them)

    2. In review (the application was made ready for review - follow up with your approvals team)

    3. Approved (the customer can sign their lease - follow up with them)

  4. Assess each application to understand where it is in the process.

    1. Review the status of each application

  5. Ask yourself what the next steps are to move forward .

    1. Does the applicant need to complete their checks?

    2. Does my team need to approve the applicant?

    3. Does the applicant need to sign their leasing documents?

    4. Does my team need to sign the lease?

  6. Assign the next step to move forward.

    1. Communicate to the customer that they need to complete their verifications or sign their leasing documents.

    2. Resend their application link to make it simple (click here).

    3. Follow up with your approvals team.

FAQs and Solutions

Issue

Solution

An applicant says they didn’t receive their application/lease signing link.

  1. Ask them to check their spam/junk for emails with the subject line “your application package for (building name)” or “your application at (building name) was approved!”

  2. Verify their email is correct in their applicant profile (click here).

  3. Resend the application link (click here).

  4. If unresolved, reach out for help (click here).

An applicant’s ID verification failed

  1. Send the customer an upload link to upload a copy of their ID (click here).

  2. Remove the requirement for the verification (click here).

An applicant failed/encountered an error in their income/asset check.

  1. Send the customer an upload link to upload a copy of their financial qualification documents (click here).

  2. Remove the requirement for the verification (click here).

An applicant’s credit check failed.

  1. Check their application - this is commonly due to the applicant being under 18 or having an address outside of Canada.

  2. If they are over 18 and have a Canadian address, rerun the check (click here).

An applicant’s background check failed.

  1. Check their application - this is commonly due to the applicant being under 18 or having an address outside of Canada.

  2. If they are over 18 and have a Canadian address, rerun the check (click here).

An applicant cannot pay their deposit online (i.e.

  • Low credit limit

  • No Visa/MasterCard issued credit/debit card

  • Payment error)

  1. Proceed by collecting the deposit per your internal policies and procedures.

  2. Process their application manually in DashQ (click here).

  3. Upload the deposit receipt to DashQ.

An applicant registered as one type (i.e. tenant, occupant, or guarantor) but wishes to be another (i.e. tenant, occupant, or guarantor)

  1. Use this workflow (click here).

An applicant wants to change the unit they’re applying for.

  1. Use this workflow (click here).

Additional Resources

Resource

Details

Processing a manual application

A video showing the end-to-end process of completing a manual application in DashQ.

Editing applicant information

A video showing how to edit an applicant’s information.

Transferring an application

A workflow showing how to transfer an application from one unit to another without losing completed checks.

Changing applicant types

A workflow showing how to change applicants from one type (i.e. tenant, occupant, guarantor) to another without losing completed checks.

Manually running a credit check or background check

Articles highlighting how to add a credit check or background check to an applicant.

Resending an application link

A video showing how to resend an applicant’s application link.

Related Articles
How do I run a background check manually?
Approvals User Guide
Leasing Concierge User Guide
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