1. Objective
This SOP defines how a Virtual Assistant (VA) sets up and manages the agent's showing platform — so that showings are scheduled efficiently, the seller is kept informed, and showing instructions are followed correctly for every appointment.
Showing management is where listing service either impresses or frustrates sellers. Sellers judge their agent partly by how smooth the showing process feels — do buyers get fast access, are instructions followed, is the seller notified promptly? The VA's job is to make this process invisible to the agent and seamless for the seller, so that the agent's attention can stay on client relationships rather than calendar logistics.
The standard: Every showing request is responded to within the required timeframe. Every seller notification goes out as soon as a showing is confirmed. Showing instructions are accurate and current from the day a listing goes live.
Where this SOP starts: A listing is approved and showing instructions are needed before the property goes active.
Where this SOP ends: The listing closes or is withdrawn — the showing platform entry is deactivated.Success looks like: The agent can tell a seller "every showing will be coordinated through the platform, you'll be notified automatically, and the VA will make sure instructions are always accurate" — and it will be true.
2. Your Role & Boundaries
2a. What you handle independently
- Setting up the property in the showing platform upon receiving the showing instructions from the agent
- Confirming all listing details, access information, and instructions are accurate at go-live
- Monitoring the showing calendar and flagging any conflicts or unusual requests to the agent
- Sending seller showing notifications (if not handled automatically by the platform)
- Updating showing instructions immediately when the seller requests a change
- Pulling and formatting the weekly showing activity summary for the seller (per the seller communication SOP)
- Deactivating the showing platform entry at close or upon withdrawal
2b. What requires agent approval before acting
- All showing instruction content — the agent reviews and approves before the listing goes live
- Any exception to standard showing availability (e.g., "no showings before 10 AM on Sundays" — confirm with the agent that this restriction has been communicated to the seller)
- Any lockbox code or access method — the agent provides this; the VA enters it accurately and secures it
- Any showing that requires special coordination outside the standard platform flow (occupied seller with a sick household member, construction zone access, etc.)
- Any request to block the calendar entirely during a period — confirm with agent and seller
2c. What you never do
- You never negotiate on the agent's behalf under any circumstances.
- You never provide pricing, legal, or strategic opinions to any party.
- You never sign or initial any document on behalf of the agent, client, or any party.
- You never communicate directly with the other party's client.
- You never share a lockbox code, keypad code, or access method with any party other than through the authorized showing platform — not via text, not via email.
- You never approve a showing on the seller's behalf — the seller approves or declines; the VA facilitates the notification and confirmation process per the platform's design.
- You never override or decline a showing request without agent instruction.
Access security: Lockbox codes and keypad codes are never shared outside the showing platform. If a buyer's agent asks for the code directly (text, email, call), respond: "All showing coordination and access information is managed through [platform name]. Please schedule through the platform." Escalate to agent if they push back.
3. Schedule & Trigger
Trigger: A listing is approved to go active — showing setup must be complete before the listing goes live in the MLS.
Trigger: Seller requests a change to showing instructions or availability.
Trigger: A showing is confirmed, declined, or cancelled.
Trigger: The listing closes or is withdrawn.
Recurring:
- Daily: Monitor the showing calendar for upcoming appointments and confirm no access conflicts
- Weekly: Pull showing activity summary for seller communication (per Showing Feedback Collection & Reporting)
If you are unable to complete this task: Notify the agent at the start of your absence or as soon as possible. Flag any open or time-sensitive items. The agent will determine whether to delegate or defer. Never let a recurring deadline pass without flagging it to the agent in advance.
4. Showing Platforms
The most common showing platforms in real estate:
| Platform | Notes |
|---|---|
| ShowingTime | Most widely used — integrates with most MLS systems; often set up through the MLS |
| Aligned Showings | Growing alternative — NAR affiliated |
| Broker-managed showings | Some brokerages run their own showing desk; confirm during onboarding |
| Supra / Sentrilock | Electronic lockbox platforms — access logs available |
Confirm during onboarding: Which platform does the agent use? Does the brokerage have a required platform? Does the MLS auto-create a ShowingTime entry when a listing goes active, or does the VA create it manually?
5. Showing Setup per Listing
Complete all of the following before the listing goes active in the MLS. Do not go active until showing setup is confirmed.
Step 1: Gather Showing Instructions from Agent
Collect the following from the agent before setup:
| Information Needed | Source |
|---|---|
| Listing address | Agent / MLS draft |
| Showing type | Appointment required / Go and show / Call first / Lockbox |
| Access method | Lockbox location + code / Keypad code / Agent accompanies |
| Approval requirement | Seller approval required (confirm and go) / Automatic confirmation / Agent approval required |
| Availability | Days and times available — any restrictions (no showings during school hours, seller works from home on Tuesdays, etc.) |
| Advance notice requirement | How much notice is required before a showing (1 hour / 2 hours / 24 hours) |
| Seller notification preference | How does the seller want to be notified (text / call / email / automatic platform notification) |
| Special instructions | Pets, alarm, utilities, shoes off, lights on, any property-specific notes |
| Agent notification | Does the agent want to receive all showing confirmations, or only specific types? |
Step 2: Create the Listing in the Showing Platform
Log in to the showing platform. Create a new listing entry:
- Enter the property address exactly as it appears in the MLS
- Enter the listing agent's contact information
- Set the showing type and access method
- Enter availability windows — confirm the calendar matches what the seller approved
- Set advance notice requirement
- Enter seller contact information for notifications (if the platform handles seller notification directly)
- Enter the lockbox code or access code in the secure field — not in an open notes field
- Enter all special instructions in the instructions field
Review the entry once before saving: Read the instructions out loud against the written instructions from the agent. Confirm every field is accurate before saving.
Step 3: Confirm the Entry with the Agent
Before the listing goes live, send the agent a confirmation:
Showing setup complete for [Address].
Showing type: [Appointment required / Go and show / etc.]
Access: [Lockbox at front door / Keypad / etc.]
Approval: [Seller confirm and go / Auto-confirm / Agent approval]
Availability: [Mon–Sun 9 AM – 7 PM / weekdays only / etc.]
Advance notice: [1 hour / 2 hours / 24 hours]
Special instructions: [pets secured / shoes off / etc.]
Please confirm everything looks correct before we go active.
[VA Name]
The agent confirms before go-live. If the agent confirms verbally, note the confirmation in the listing file.
6. Managing Showings After Go-Live
Showing Requests
Most platforms handle the request-notification-confirmation loop automatically. The VA's role depends on the platform configuration:
If the platform is set to auto-confirm: The VA monitors the calendar daily and flags any conflicts or unusual requests (multiple simultaneous requests, a request outside listed availability hours, etc.) to the agent immediately.
If the platform is set to seller-confirm: The VA monitors for pending requests and ensures the seller receives the notification promptly. If the seller has not confirmed within the advance notice window, flag to agent.
If the platform requires agent approval: Flag every request to the agent immediately upon receipt.
Seller Notifications
Confirm during setup whether the platform sends automatic seller notifications. If it does not:
- Send the seller a text or email immediately upon confirmation: "Showing confirmed at [Address] on [Day, Date] at [Time]. Showing agent: [Buyer's agent name]."
- Send a same-day cancellation notice if a showing is cancelled: "The showing at [Address] scheduled for [Time] today has been cancelled."
Showing Instruction Updates
When the seller requests a change to availability or instructions:
1. Update the showing platform entry immediately — same day
2. Confirm the update with the agent
3. Note the change and the date in the listing file
Cancellations
When a showing is cancelled:
1. Confirm the cancellation has been processed in the platform
2. Notify the seller if the platform does not do so automatically
3. Log the cancellation in the showing activity record
7. Showing Activity Log
Maintain a running log of all showing activity for each listing. This feeds the weekly seller report (per Showing Feedback Collection & Reporting).
| Date | Time | Buyer's Agent | Status | Feedback Received |
|---|---|---|---|---|
| [Date] | [Time] | [Agent Name / Brokerage] | Confirmed | Pending |
| [Date] | [Time] | [Agent Name / Brokerage] | Cancelled | — |
| [Date] | [Time] | [Agent Name / Brokerage] | Completed | High interest |
Update after every confirmed, completed, or cancelled showing.
8. Platform Deactivation at Close
When the listing closes or is withdrawn:
1. Update the listing status in the showing platform to match (Closed / Withdrawn / Off Market)
2. Deactivate availability — no new showings should be schedulable
3. If a lockbox code was in the system: confirm with agent that the lockbox has been retrieved or the code has been changed
4. Archive the showing activity log to the listing's file folder
9. Checklist
Per Listing — Before Go-Live
- ☐ Showing instructions collected from agent
- ☐ Platform entry created with all required fields
- ☐ Access code entered in secure field (not open notes)
- ☐ Setup confirmation sent to agent and confirmed before go-live
Ongoing per Active Listing
- ☐ Showing calendar monitored daily
- ☐ Seller notifications confirmed sent for every confirmed or cancelled showing
- ☐ Showing activity log updated after every appointment
- ☐ Instruction updates made same-day when seller requests a change
At Close or Withdrawal
- ☐ Platform listing deactivated
- ☐ Lockbox status confirmed with agent
- ☐ Showing activity log archived to listing file
10. Tools & Access
| Item | Details |
|---|---|
| Showing platform | [Confirm platform during onboarding — ShowingTime / Aligned Showings / brokerage platform] |
| Platform login | Agent grants VA access as a team member — confirm access level during onboarding |
| Lockbox platform | [Supra / Sentrilock / physical lockbox — confirm during onboarding] |
| Seller notification channel | [Platform-automated / VA text / VA email — confirm per agent preference during onboarding] |