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How do I view, change or cancel an appointment?

The appointment details panel - confirmations, the property and the people involved, rescheduling, changing participants, and cancelling.

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Written by Josh Balfour

Opening an appointment

Every appointment opens the same details panel, wherever you reach it from:

Close the panel with the ✕ button.

What the panel shows

  • How many people have confirmed - for example 1 of 3 confirmed, beside the Who's involved heading, since it counts those rows' tick boxes. Only the people and property actually on the appointment are counted, so if you remove all of them the count disappears rather than reading 0 of 0.

  • The date and time of the appointment.

  • The property (when one is linked) - one picture, never two. When the property has a photo, you get a card showing that photo with its address and price, and the panel's map is left out; when it hasn't (or the photo can't be loaded), a map of the property sits at the top of the panel instead, provided the property has a saved location (see View a property record) and the property block is just the View property details and Get directions buttons. Either way both actions are there.

  • Who's involved - the negotiator, the applicant, and the property (shown as a small property card), each with a tick box. The property's thumbnail is a square, while people are shown as circles, so a place is never mistaken for a person in the row; a property with no photo - or one whose photo can't be loaded - shows a house placeholder rather than a broken image.

The address at the top of the panel links to the full property record. It is underlined so you can see it leads somewhere, and hovering it previews the property - photo, price and marketing status - so you can check you have the right one without leaving the appointment. Get directions opens the map.

Confirming who is attending

Tick someone off in the Who's involved rows to mark them confirmed; the count beside that heading updates straight away, and a spinner shows while it saves. A participant who isn't on the appointment at all is left out of the count, so the total only ever includes boxes you can actually tick.

Appointments in the next week that are still waiting on a confirmation collect in the Unconfirmed list on your Tasks page, which is the quickest way to work through them.

Changing an appointment

The details panel edits in place. Participant rows reveal their edit control when you hover them on a mouse, so the panel stays clean until you reach for it; on a touch screen those controls are always visible. Moving the appointment is not hidden that way - it has its own labelled button, on the same row as the Details and Follow-up tabs so it is reachable from either.

  • Reschedule - the Reschedule link on the tab row, beside Details and Follow-up. It appears once the appointment has at least one negotiator assigned - rescheduling moves the appointment within someone's diary, so if you've removed everyone, add a negotiator back first. It opens Reschedule (appointment type), which is the same screen you book an appointment on: the property, then a timeline of the office's staff with the appointment's own negotiator highlighted. Use Timeline preferences (the settings icon) to add or remove staff and check their availability. Cancelled appointments aren't drawn on it - their time counts as free - while the Diary itself still shows them. Pick a new slot - the slot's row sets the negotiator, so choosing someone else's diary reassigns it - then fine-tune the exact start and end and Save. If the times clash with something already in the diary of anyone who will be on the appointment (the new slot's negotiator, or any other negotiator it keeps), a warning names the clash and whose diary it is in; pick a different time, or select Save anyway to go ahead with it. A slot that has already passed today still can't be picked. Cancel returns to the appointment without changing anything. (The new slot comes out of that negotiator's free diary, so they are marked as attending it; the attendee's confirmation and property access are cleared, since nobody has agreed to the new time yet.)

  • Add a negotiator - an appointment can have several. Add another negotiator is the last row of Who's involved, below the property, and opens a list with the ones already on it ticked, so you add to them rather than replacing them. Adding clears the negotiator confirmation, since whoever you've just added hasn't agreed the time yet. If someone you tick is already booked at that time, a warning names the clash and Apply becomes Apply anyway. The same check runs when you change negotiators from the ⋮ menu. (An appointment has a single attendee, so there's no equivalent for adding a second one.)

  • Change or remove a participant - open the ⋮ menu on a negotiator, the attendee or the property row. Change lets you search for and pick a different one (which clears that participant's confirmation, since the new one hasn't agreed yet) - each result shows its address underneath, so two people with the same name are easy to tell apart; Remove takes them off the appointment after a confirmation prompt - the prompt stays open while the change saves, so you can't remove the same person twice. If a row is empty (no negotiator or attendee), an add one control appears in its place so you can put one back.

  • Market appraisals are fixed to the vendor's or landlord's own property, so they have no change-property option - the property row shows no ⋮ menu. The booking is tied to both the property and the persona, so neither can be swapped here.

Recording a market appraisal's outcome

A market appraisal shows a Record appraisal outcome button under its date and time once it has been marked as attended, and Edit market appraisal before then. Either opens the same form as the property record's Appraisal step: valuation price, the vendor's own estimate, the proposed fee, pricing strategy notes and appraisal notes. So the write-up can be done from the Diary on the way out of the appointment, rather than by going and finding the property first.

It appears on the appointment type your agency books market appraisals as - a survey or a RICS valuation records something different, so neither offers it - and on a letting as well as a sale, since appraisals are booked from landlord leads too. It waits until the property record has loaded, because that's what the write-up is saved onto.

Cancelling an appointment

Cancelling lives in the Danger zone at the bottom of the appointment panel - the same place every record keeps its destructive actions. It's collapsed by default, so open it and choose Cancel appointment - a full-width button, whatever width the panel is at. A prompt asks you to confirm; once confirmed, it stops counting as a booking for the property and the people involved, and stays on the record marked cancelled. In the Diary it is greyed out and marked Cancelled. The lead it was booked from stops reporting it straight away. The action is greyed out for an appointment that's already cancelled.

Seeing who changed an appointment

Every change made from the panel is recorded in the appointment's notes, with who made it and when - for example Rescheduled by Holly Phillips on Wed, 30 Sept 2026, 11:32. Rescheduling adds a Rescheduled line, cancelling adds a Cancelled line, and any other change (negotiators, attendee or property) adds an Edited line. Ticking a confirmation box is not recorded. The lines sit under any notes the appointment already had, and show when you hover it in the Diary.

Recording what happened

Once the appointment has taken place, use its Follow-up tab to record attendance, feedback and the next chase. See How do I record an appointment follow-up?.

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