Session Monitoring
This guide shows sales staff how to keep track of client and realtor progress across identity verification and reservation activity, and when to intervene.
What You Can Monitor
| Area | What You See | Typical Follow‑Up |
|---|---|---|
| Identity (Recent Verified) | Successful verifications in the lookback window | Proceed with contract / next steps |
| Identity (In Progress) | Sessions started but not completed | Nudge client; offer manual verification if stuck |
| Reservation Activity (per Link) | Page load volume by period | Assess campaign performance; disable if misuse |
| Deposit / Intent Status (Reservation) | Paid, details collected, failed attempts | Assist with retries or alternative payment method |
| Appointment Selection (Reservation) | Slot selected or missing | Remind client to choose a time if required |
Interpreting Identity Panels
Two panels typically appear (permissions dependent):
- Recent Identity Verifications: Focus on what is already completed (successful). Use to confirm a client is cleared.
- In Progress Identity Verifications: Highlight clients who started but have not finished. Sessions lingering beyond a business day are good candidates for outreach.
You can adjust the date window (defaults to roughly the past week) to widen or narrow the list. Community or division filters further narrow results so you focus on your territory.
Manual Verified means a staff member completed an in‑person check. Treat it as final unless compliance notes indicate a reason to re‑verify.
Session Details Panel
Selecting any row in the Customer Connect → Sessions page table opens the Session Details panel. This panel consolidates all live and historical context for a single Customer Connect reservation session so you can troubleshoot quickly and understand engagement at a glance.
What It Shows
- Header: Session ID, current reservation or unit identifiers, and status badges (for quick referencing in team chats or escalation).
- Link Details: The originating link and community scope. Confirms the client used the expected distribution link (helpful when marketing runs multiple variants).
- Selection Details: Community, building, model, unit, and address. Validates the client is working on the correct asset before you discuss specifics.
- Session User & Device: Browser, version, OS, and user identity (customer vs realtor). A mismatched or outdated browser can explain UX or payment issues.
- Reservation Card: Status (Active, Completed, Expired), who placed it, timestamp, and expiry countdown. Use this to decide urgency when multiple follow ups compete for attention.
- Identity Verification Block: Current identity status or absence thereof. Bridges what you saw in the Identity panels with the specific client journey.
- Appointment Section (if enabled): Displays selected slot or indicates none chosen yet.
You can safely copy the Session ID or unit reference from the header when creating internal tickets or escalating to Pluto support — but avoid screenshots that could expose unrelated personal client information.
In addition to Reservation sessions table and details panels, link load metrics approximate engagement and are visible on the Customer Connect → Links page
Proactive Follow-Up Workflow
- Daily: Scan In Progress identity sessions older than 1 business day.
- Daily: Review failed deposits; contact those clients first (highest friction risk).
- Weekly: Analyze link performance (low traffic links might need promotion; abnormally high traffic could need throttling or refinement).
- Monthly: Audit manual verifications to ensure compliance language was correctly applied and reduce overuse.
Coordinating With Other Pages
- For sending or adjusting links: see Reserve Link Management.
- For guiding a client through the reservation journey: see Client Reserve Flow.
- For identity process details: see Client Identity Flow.
For configuration or admin-focused setup details (beyond daily monitoring) see the Setup & Configuration page.