---
title: "Appointments and viewings"
description: "How buyers request viewings, how you accept, decline or reschedule, who takes part, who is notified, and what happens when someone cancels."
last_updated: "2026-10-21"
lang: "en"
canonical: "https://matchai.co/docs/guide/calendar/appointments-and-viewings"
---
# Appointments and viewings
> How buyers request viewings, how you accept, decline or reschedule, who takes part, who is notified, and what happens when someone cancels.
Source: https://matchai.co/docs/guide/calendar/appointments-and-viewings
An appointment can start in four ways:
- **A visitor requests a viewing** from one of your listings, with **Request tour**.
- **Someone asks from a conversation**, with **Request appointment**.
- **You create it** in your calendar, with **Create appointment**.
- **A visitor books a meeting** from your [Matchai Page](https://matchai.co/docs/guide/online-presence/matchai-page).
## How a buyer requests a viewing [#how-a-buyer-requests-a-viewing]
The **Request tour** button appears on a listing once its agent has turned on **Allow showings**. See [your availability](https://matchai.co/docs/guide/calendar/availability).
On the listing, choose **Request tour**. The **Schedule a viewing** window opens.
If the agent asks for it, answer a few quick questions, or leave a name and a mobile number under **How can they reach you?**. For the name and number, Matchai asks only for what it does not already have.
Choose a **Duration**, if there is a choice, then a day under **Preferred date** and a time under **Available times**.
Add **Notes** if you like, such as what you want to see, then choose **Send request**.
A visitor who is not signed in can sign in first, or send the request without an account (see [Without an account](#without-an-account)).
The window then says what happened:
- **Viewing request sent!** The agent will review the request and answer. This is the usual case.
- **Your viewing is confirmed**: the agent's own rules confirmed it straight away, and it is already in their calendar.
- **This one is not a fit**: based on the answers, the agent is not taking a showing right now. Nothing was booked.
The buyer finds their request under **Calendar** in their account, marked **Requested**, and receives a notification when the agent answers.
### Without an account [#without-an-account]
A visitor can also request a viewing without creating an account. Once the request is sent, Matchai shows **Your viewing is requested** and offers to add their name and mobile number, confirmed with a code we text them, so they hear back when the agent answers. They can return to it later by signing in with that mobile number.
## Request an appointment from a conversation [#request-an-appointment-from-a-conversation]
In a conversation, select the **+** button beside the message box (**Add an attachment**) and choose **Request appointment**.
Under **With**, choose the person you want to meet, if there is more than one. Under **About a listing**, you can attach one of the listings connected to the conversation. Then choose a **Duration**, a **Preferred date** and a **Preferred time**, add **Notes** if you like, and choose **Send request**.
The times offered are that person's own availability. You can request an appointment only with a professional who has turned on their availability. Otherwise the window says **No one in this chat takes appointment requests yet**.
## Create an appointment [#create-an-appointment]
In your calendar, choose **Create appointment**. On a phone, use the **+** button in the header.
Choose the **Date**, the **Time** and the **Duration**. **Custom** lets you type a length in minutes.
Under **Purpose**, choose a kind of appointment, such as a viewing, a consultation or a contract signing, then the exact type.
Under **Participants**, choose who is coming. You can invite your leads, clients and peers. Under **Properties**, choose the listings it is about.
Under **Where**, choose **In person**, **Virtual** or **Phone**. In person meets at the listing you chose, unless you type another address. Once there is an address, you can add a suite, floor or entrance. Virtual needs a **Meeting link** and Phone needs a **Number to call**.
Add a **Title** if you want one, and any **Notes**. Without a title, the appointment is named after its type. Choose **Create appointment**.
If the time clashes with another appointment, or with a time you are busy in Google Calendar, Matchai says so before creating it. Choose **Book anyway** to keep the time.
An appointment with participants starts as **Requested**. Your participants receive the request, and can accept it, decline it or propose another time. It becomes **Confirmed** once it is accepted. An appointment with nobody else on it is **Confirmed** straight away.
## Host and attendees [#host-and-attendees]
Every appointment has one host and one or more attendees.
- **The host** is the professional whose calendar the appointment belongs to. For a viewing, that is the listing's agent. When you create an appointment, it is you.
- **The attendees** are the people invited: the buyer who asked for the viewing, or the participants you chose.
The person who receives a request is the one who answers it. When a buyer requests a viewing, you answer. When you invite a client, your client answers. Each side then sees the actions that make sense for them.
The host owns the time, so a host never has to accept their own appointment. Attendees are the people whose answer matters, so each of them is asked. Keeping the two apart is also what lets both sides message each other, cancel or propose a new time from their own calendar, while the details stay with the professionals.
## Answer a request [#answer-a-request]
You can answer from three places: the row of requests above your calendar, the day's details, or the notification itself. A request notification checks your calendar for you and says **No conflicts**, or which appointment it **Conflicts with**.
- **Accept** confirms the appointment. The other person is told it is confirmed.
- **Reschedule** opens **Reschedule appointment**. Choose a new **Date** and **Time**, add a **Reason (optional)**, and choose **Reschedule**. The other person can accept your new time or decline it.
- **Decline** turns the request down. Open the request, then press and hold **Decline**. The other person is told it was declined, and the time is free again.
**Message** opens your conversation with the other person, if you want to talk it over first.
## Change a confirmed appointment [#change-a-confirmed-appointment]
Open the appointment in your calendar to see its actions.
**Reschedule** proposes a new time. Either side can do it. The appointment shows **Reschedule pending** and the agreed time stands until the other side chooses **Accept** or **Decline**. Until then, the person who proposed it can choose **Reschedule** again, or press and hold **Cancel reschedule** to withdraw the proposal. When nobody else needs to agree, for example on an appointment with no other attendee, the appointment moves straight away and Matchai says **Appointment moved**.
**Edit** opens **Edit appointment**, where you change the **Title**, the **Where** and the **Notes**, then choose **Save changes**. Editing is for professionals: a buyer or client with a regular account cannot change the details. To change the time, use **Reschedule**.
## Cancel an appointment [#cancel-an-appointment]
- **A request you sent:** press and hold **Cancel request**. The person you asked is told you cancelled.
- **A confirmed appointment:** open it and press and hold **Cancel**. Anyone on the appointment can do this, and everyone else on it is told.
A cancelled appointment leaves the calendar of everyone on it, and its time can be booked again. If you add your appointments to Google Calendar, its event is removed from your Matchai calendar there too.
Declining and cancelling tell the other person straight away, and they cannot be undone. Pressing and holding for a moment means a stray tap never cancels someone's viewing. Let go early and nothing happens.
## Who is told what [#who-is-told-what]
Matchai sends a [notification](https://matchai.co/docs/guide/notifications) at each step, to the people who need to act or to know.
| When | Who is notified | Notification |
|---|---|---|
| Someone requests a viewing or an appointment | The person asked | **New appointment request**, with **Accept** and **Reschedule** |
| The request is accepted | The person who asked | **Appointment confirmed** |
| The request is declined | The person who asked | **Appointment declined** |
| The person who asked cancels their request | The person asked | **Request cancelled** |
| Someone cancels a confirmed appointment | Everyone else on it | **Appointment cancelled** |
| Someone proposes a new time | The other side | **Reschedule requested** |
| The new time is accepted or declined | The person who proposed it | **Reschedule confirmed** or **Reschedule declined** |
## For buyers and clients [#for-buyers-and-clients]
With a regular account, your appointments are under **Calendar** in your account. From there you can see each request and its status, and on a confirmed appointment you can **Message** the professional, **Reschedule** it or **Cancel** it. The details of the appointment, such as its place and notes, are set by the professional.
## Sitemap
- [Every page of Matchai Docs](https://matchai.co/docs/sitemap.md)
- [llms.txt](https://matchai.co/docs/llms.txt)