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Setup & Configuration

Community-Level Setup​

The community brand logo appears in the top left corner of Customer Connect on all devices. If no logo is uploaded, the default Pluto logo will be displayed.

  • Access: Navigate to Workbench → Select Community → Overview tab.
  • Location: The upload section is in the right column, under "Community Name - Branding Photo".

Community Contact Information​

Contact details are shown on the "Online Reservations Unavailable" screen when Customer Connect is disabled for a project. This ensures potential buyers can reach your sales team directly.

  • Access: Navigate to Workbench → Select Community → Overview tab.
  • Required Fields: Ensure the following information is complete and accurate:
    • Sales Center Address: Physical location for in-person visits
    • Phone Number: Primary contact number for inquiries
    • Email Address: Direct email contact for the sales team
    • Community Website Link: External marketing website URL

Community Site Map​

The site map offers an interactive, high-level view of the community, allowing users to select specific projects.

  • Access: Navigate to Workbench → Select Community → Site Map tab.
  • Upload: If no site map exists, an upload button will be displayed. It accepts standard image files only.

After uploading, use the editor to draw project overlays. These overlays help customers visually select their desired project when accessing Customer Connect from a community-level link.

Project-Level Setup​

Naming Note: Customer Connect always displays the "Marketing Name" for projects and models. The "Project Number" or "Model Number" is only shown if a marketing name is not provided.

  • Description: Editable in Workbench → Project Page. This description is displayed to customers when they are previewing the project in Customer Connect.

For high-density projects, interactive floor plates are used for unit selection:

  • Purpose: Provides an interactive, floor-by-floor view of unit layouts.
  • Setup: Upload key plate images for each floor.
  • Overlays: Draw selection overlays for all relevant units on each floor plate. These overlays allow customers to select individual units directly from the visual plan.

For low-density projects (Single Family and Multi Family), use interactive site maps for unit selection following the same workflow.

Models​

Model details and resources are displayed throughout the Customer Connect model and unit selection process.

  • Core Details: Configure bedrooms, bathrooms, square footage, and other essential model details in Workbench → Project → Models.
  • Model Resources: Upload the following for each model:
    • Cover Photo: The primary resource. Used as a thumbnail in model selection lists and on the reservation confirmation screen.
    • Floor Plan: Detailed floor plan image.
    • Public Resource Files: Optional marketing materials or documents.

Unit Details​

Individual unit data is shown to customers, including availability and key construction dates.

  • Basic Details: Core information such as address, garage type, and more are automatically displayed.
  • Availability Status: Controlled by the Hide Availability setting (see Project Configuration section).
    • If disabled, sales statuses are: Unreleased, Available, In Progress, or Sold.
    • If enabled, statuses are simplified to: Unreleased or Available.
    • Unreleased units always appear as "Coming Soon" in either mode.
  • Schedule Milestones: The following schedule items are shown as an estimated timeline for each unit. Ensure these are configured for every unit:
    • UnitConstructionStart: Estimated construction start date.
    • UnitOptionsCutoff: Deadline for customer customization selections.
    • UnitConstructionFinish: Estimated construction completion date.

Project Configuration​

Each project has its own configuration values, editable under the Configuration tab. Review these settings carefully, as they significantly impact the user experience.

Customer Experience​

  • Enable Customer Connect: Determines if the project is available in Customer Connect. When disabled, visitors see an "Online Reservations Unavailable" screen with community contact information instead of the reservation flow.

  • Project External URL: Adds a "View on Website" button to unit detail pages, linking to the project's external marketing site.

  • Send-Follow Appointment Address: The address shown to customers booking a follow-up appointment and selecting 'In-Person'.

  • Customer Reservation Limit: Sets the maximum number of homes a customer can reserve at one time.

  • Unregistered Realtor Reservation Limit: Sets the maximum number of homes an unregistered realtor can reserve.

  • Registered Realtor Reservation Limit: Sets the maximum number of homes a registered realtor can reserve.

  • Reservation Duration: Specifies how many days a customer can hold a reservation for a home.

  • Hide Availability: Controls the detail level for unit availability.

    • Enabled (true): Status is simplified to "Available to reserve" or "Not yet released".
    • Disabled (false): Shows detailed statuses such as "Available", "In Progress", or "Sold".

  • Allow In Progress Reservations: If Hide Availability is disabled, this setting allows users to queue reservations for units with an "In Progress" status.

Community-Wide Availability

If all projects within a community have Customer Connect disabled, any link to that community (including the top-level community link) will display the "Online Reservations Unavailable" page instead of the standard community selection interface.

Appointments & Deposits​

  • Include Appointment Step: Adds an optional appointment booking step to the reservation process.
  • Require Appointment: Requires customers to book an appointment to complete a reservation.
  • Customer Deposit Requirement Type: Sets the deposit policy for customers (None or Required).
  • Realtor Deposit Requirement Type: Sets the deposit policy for realtors acting on behalf of clients (None or Required).
  • Appointment Availability: If appointments are enabled, define the weekly schedule for both phone and in-person availability. Customer Connect uses this schedule to display available time slots. Once a slot is booked, it is removed to prevent double-booking.

Staff Notifications​

  • Send Email Notification On Reserve: Sends staff an email notification for each new reservation if the options is enabled.
  • Send SMS Notification On Reserve: Sends staff an SMS notification for each new reservation.

Communication Templates​

Customer Connect uses a template system for automated email and SMS communications. Templates can be customized at the Corporate, Division, Community, or Project level, with project-specific templates taking priority. Staff permissions are required to manage templates.

Email Templates​

  • CustomerConnectReservationCustomer: Sent to customers after a successful reservation. Includes {{button-identityVerification}} and {{button-advancedRegistration}} placeholders.
  • CustomerConnectReservationRealtor: Sent to realtors after submitting a reservation for a client.
  • CustomerConnectReservationStaff: Internal notification sent to project staff. Includes appointment details and home information. Requires SendEmailNotificationOnReserve to be enabled.
  • CustomerConnectInvitation: Used when sharing a reservation link from the sales app. Contains a {{button-link}} placeholder, which provides a link to Customer Connect.
  • CustomerConnectIdentityLink: Sent to users for identity verification. Contains a {{button-link}} placeholder, granting access to verify their account.
  • DeviceVerificationCode: System email for multi-factor authentication. Uses {{placeholder-verificationCode}} and {{placeholder-codeExpiryMinutes}}.

SMS Templates​

  • CustomerConnectReservationStaff: Internal SMS notification to project staff. Requires SendSmsNotificationOnReserve to be enabled.
  • CustomerConnectInvitation: SMS version of the invitation. Uses a {{placeholder-link}} to provide a URL for accessing Customer Connect.
  • DeviceVerificationCode: System SMS for multi-factor authentication. Uses {{placeholder-verificationCode}} and {{placeholder-codeExpiryMinutes}}.

Appendix A - Setup Checklist​

Use this checklist to confirm your project is fully configured for Customer Connect.

Community Setup

  • Community brand logo is uploaded
  • Community contact information is complete (sales center address, phone number, email, website)
  • Community site map image is uploaded
  • Interactive overlays for all projects are drawn on the community site map

Project Setup

  • Project marketing name and description are complete
  • For high-density projects, all floor plate images are uploaded
  • Interactive unit overlays are drawn on all floor plates

Model & Unit Data

  • All models have complete details (beds, baths, sqft)
  • All models have required resources: Cover Photo, Floor Plan, etc.
  • All units have correct addresses and details
  • All units have estimated schedule milestones (UnitConstructionStart, etc.)
  • Unit sales statuses have been reviewed and are correct for launch

Configuration & Launch

  • Customer Connect is enabled for the project
  • All Project Configuration settings are correctly set
  • Staff notification settings are enabled if desired
  • Deposit processing is configured (if required)
  • Appointment availability schedule is set (if enabled)

Appendix B - Common Issues to Avoid​

  • Incomplete Site Plans or Floor Plates: The reservation flow is blocked if required site plans or floor plates are missing.
  • Missing or Incorrect Overlays: Interactive unit selection fails if overlays are not properly drawn on site maps and floor plates.
  • Incorrect Sales Status: Units will not be available for reservation if their sales status is not set correctly.
  • Missing Model Resources: The customer experience is significantly degraded without model cover photos, floor plans, and specifications.
  • Broken External Links: Always verify that the Project External URL links to a live, correct webpage.
  • Appointment Config Mismatch: If appointment bookings are allowed but the project's availability hours are not set, users will be unable to complete the appointment booking step. This is especially critical if the appointment step is required before reservation submission.
  • Customer Connect Configuration Disabled: Ensure Customer Connect is enabled for each project once all other configurations are complete. If this setting is not activated, users accessing QR codes from your site or sales center will be unable to use Customer Connect and will be forced to contact sales representatives by email, phone, or in person.