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SOP: Updating Appointment Statuses

Version: 1.0 Last Updated: 2026-01-29 Department: Sales Operations System: Admin Tracking Dashboard

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Purpose

This SOP outlines the process for reviewing and updating appointment statuses in the Admin Tracking system. Accurate status updates are required before commission payments can be processed.

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Scope

This procedure applies to:

• Sales managers
• Operations administrators
• Anyone responsible for verifying appointment outcomes

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Prerequisites

• Access to the Admin Tracking Dashboard
• Admin permissions in Lead Built

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Definitions

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Procedure

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Step 1: Access the Admin Tracking Dashboard

1. Log in to Lead Built
2. Navigate to Admin > Internal > Tracking
3. The dashboard will load with the current pay period selected

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Step 2: Select the Pay Period

1. Locate the Pay Period dropdown at the top of the page
2. Select the period you need to review
   • By default, the system shows the previous week (since commissions are typically reviewed after a period ends)
3. Wait for the data to refresh

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Step 3: Review Appointments Needing Updates

1. Click the “Needs Update” tab in the Appointments section
2. This tab shows all appointments with Confirmed status that need a final outcome
3. The badge next to “Needs Update” shows the count of appointments requiring attention

Important: All confirmed appointments must be updated to Showed, No-Show, or Cancelled before commissions can be paid.

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Step 4: Verify Appointment Outcomes

For each appointment in the “Needs Update” list:

1. Review the appointment details:
   • Contact name (click to open in Lead Built)
   • Appointment time
   • Setter name (who created the appointment)
   • Closer name (from Zoho, if linked)
2. Check Zoho Sales Status:
   • If a purple badge with an external link icon appears, the appointment is linked to a Zoho Funding Machine record
   • Click the badge to open the Zoho record and verify the outcome
   • Common Zoho statuses and their meanings:
     • Sold = Showed (and converted)
     • Pitched - Follow Up = Showed
     • Missed Appointment = No-Show
     • Cancelled = Cancelled
3. Cross-reference with other sources if needed:
   • Check the calendar for notes
   • Contact the closer directly
   • Review call recordings if available

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Step 5: Update the Status

1. Locate the Status dropdown for the appointment (in the “Update Status” column)
2. Click the dropdown and select the correct status:
   • Showed - Contact attended
   • No-Show - Contact did not attend
   • Cancelled - Appointment was cancelled
3. The system will show a loading spinner while updating
4. The row will be removed from the “Needs Update” tab once updated

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Step 6: Verify All Updates Complete

1. Continue until the “Needs Update” tab shows “All caught up!”
2. The green checkmark indicates no more appointments need status updates
3. You can verify by checking the badge count is now 0

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Step 7: Sync Statuses from Zoho (Optional)

If Zoho has newer status information:

1. Click the “Sync Statuses” button at the top of the page
2. This will:
   • Pull the latest Zoho sales statuses
   • Automatically update matching GHL appointments
3. Review any appointments that were auto-updated

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Using Filters

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Status Filter

• Use the Status dropdown to filter by specific statuses
• Options: All Statuses, Confirmed, Showed, No-Show, Cancelled

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Time Filter

• Use the Time dropdown to filter by timing
• Options: All, Upcoming, Past

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Export Data

• Click the Export button to download a CSV of the current filtered view
• Useful for record-keeping or external analysis

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Tips and Best Practices

1. Review appointments daily during active sales periods
2. Prioritize past appointments - these should have known outcomes
3. Use Zoho links to quickly verify outcomes
4. Batch update at the end of each pay period before commission processing
5. Contact closers directly if status is unclear from records

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Troubleshooting

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Related Documents

• SOP: Paying Commissions
• Commission Structure Documentation

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Revision History