Showing emails and texts are sent by your waterfalls, found under Waterfalls in the left menu. When a lead says they never received a showing email, one of the checks below usually explains why.
1. Check whether the email was sent
Go to Leads and open the lead.
Scroll to the activity log.
Click the email entry to see what was sent and when.
If the email is in the activity log, it was sent. Ask the lead to check their spam or junk folder, and confirm the email address on their profile is correct.
2. Check the unit's status
Note which unit the lead's showing is for.
Check that unit's status in LetHub.
If it is marked Rented, showing emails for that unit will not send.
Waterfall emails only go out for units that are vacant. If the unit is still available, change its status back before the next showing, and contact the lead directly in the meantime.
3. Check for a small time change
Look in the activity log for a recent time update on the showing.
A change of less than 5 minutes does not send a notification.
If the lead needs the new time, contact them directly.
4. Check that the waterfall is active
Click Waterfalls in the left menu.
Find New Guided Showing and Guided Showing Rescheduled.
Confirm both show ACTIVE.
For self showings, check New Self Showing and Self Showing Rescheduled instead.
Still missing?
Reach out to support with the lead's name and the property, and we will look into it with you.