The basics
Where do I start? Nothing is pre-set. Go to Tours in the left navigation and set up in this order:
Tour Insights (⚙): choose which task types count as tours and which outcomes count as completed. Do this first, because the analytics depend on it.
Family Priorities: 1–3 questions.
Tour Debrief: 3–5 questions.
Tour Talking Points: optional at first. Add it once the first two are running.
You can be live in about 20 minutes with only steps 1–3.
What's the difference between Family Priorities and the Tour Debrief?
Family Priorities are asked before the tour, usually on the phone when the family books. They tell the director what to focus on during the tour.
Tour Debrief is answered after the tour. It captures how it went and what happens next.
Do I have to use both? No. Family Priorities alone makes the Tour Guide and AI summary much more useful. The Debrief alone gives you better follow-up automation. Most locations get the most value from using both.
Family Priorities
How many questions should I ask? One to three. The staff member is filling this in live on the phone, and a long form means it gets skipped. A skipped form means a thin AI summary.
What makes a good Family Priorities question?
It's something a director can act on during the tour.
It takes five seconds to ask and answer.
It's a pick-list or short answer, not an essay.
What questions do other locations use?
Starter set (pick one to three)
Question | Answer type | Why it helps |
What matters most to you in a program? | Multi-select: Safety, Curriculum / learning, Cost, Hours / flexibility, Teacher quality, Location / convenience, Cleanliness | Tells the director what to show first |
When do you need care to start? | Pick-list: Immediately, Within a month, 1–3 months, Just researching | Sets urgency and follow-up pace |
Are you touring anywhere else? | Pick-list: Yes, No, Not sure | Tells you if you're in a comparison |
More ideas by situation
Situation | Sample question | Sample answers |
Infant / toddler heavy | What is your biggest concern about starting care? | Separation, Feeding / sleep routines, Health and safety, Cost |
Schedule-sensitive | What days and hours do you need? | Full-time, Part-time, Before / after school only, Flexible |
Price-sensitive market | Do you have a monthly budget in mind? | Under a set amount, Within range, Open, Prefer not to say |
Special needs | Does your child have any needs we should prepare for? | Allergies, Medical, Developmental, Dietary, None |
Siblings | Will other children be enrolling? | Yes (how many), No, Maybe later |
Referral-driven | How did you hear about us? | Friend or family, Online search, Social media, Employer, Other |
Tip: "How did you hear about us?" is probably already captured as inquiry source. Don't ask it twice.
What should I avoid?
Asking about family income or personal details. Ask about budget comfort, not finances.
Long, open-ended questions like "Tell me about your family."
Anything you wouldn't act on.
Tour Debrief
How many questions? Three to five. It opens right after the tour, so directors will fill it in while the visit is fresh, but only if it's quick. It's also skippable, and skipping never affects the saved tour outcome.
What are good Debrief questions?
Starter set
Question | Answer type | What it unlocks |
Likelihood to enroll | Pick-list: Very likely, Likely, Unsure, Unlikely | Same-day follow-up workflows, reports |
Biggest concern raised | Multi-select: Price, Availability / start date, Hours, Staffing ratios, Location, Comparing other programs, None | Targeted follow-up message |
Next step agreed | Pick-list: Applying now, Will call back, Wants second visit, Waiting on partner or family, None | Task creation, reminders |
More ideas
Question | Sample answers | Use |
What stood out to the family? | Classrooms, Outdoor space, Teachers, Curriculum, Safety features | Personalize the follow-up |
Who attended? | One parent or guardian, Both, Extended family, Child as well | Know who to follow up with |
Did the child engage? | Yes, Somewhat, Shy or unsettled | Talking point in follow-up |
Was a waitlist or start date discussed? | Yes (date), No | Makes the follow-up concrete |
Anything we promised to send? | Fee schedule, Application, Curriculum info, Other | Prevents dropped commitments |
Free-text notes | Short text | Context that doesn't fit elsewhere |
Should I use pick-lists or free text? Use pick-lists for anything you want to count, filter, or automate on. Free text can't trigger a workflow. Keep one short notes field for the rest.
Putting answers to work
What can I do with the answers? Every answer is usable in workflow conditions, task reports and exports, the task's Tour Insight tab, Family Hub, and Tour Insights analytics.
Example automations
Trigger | Action |
Likelihood to enroll = Very likely | Create a same-day follow-up task for the director |
Biggest concern = Price | Send an email covering fees, schedules, and any available assistance |
Biggest concern = Availability | Add to a waitlist follow-up and set a check-in task |
Next step = Wants second visit | Create a task to book it within a few days |
Likelihood = Unsure | Start a nurture sequence |
Example reports
Tours by "Biggest concern" this quarter, to see the main reason families hesitate.
Likelihood to enroll versus actual enrollment, to see how well your directors read tours.
Tours by priority (for example, "Safety" versus "Cost") to see which families convert.
Tour Talking Points
What goes in Talking Points? Short, repeatable points a director can say on the tour, organized by Tour Type (for example, Infant tour, Preschool tour, School-age tour) and Talking Point Area (for example, Classrooms, Outdoor space, Safety and security, Meals, Communication).
Sample points
Safety and security: "Our entry is controlled and every visitor signs in."
Communication: "You'll get daily updates on your child's day through the app."
Meals: "We share our weekly menu and can accommodate allergies."
Classrooms: "This is where we do our daily learning blocks."
Who sets these up? Corporate-level users create the Tour Types and Talking Point Areas. Each location's admins then write the content under them, so every location can speak to its own building.
The AI summary
Does the AI summary run on its own? No. A director requests it from the Tour Guide.
Why is mine thin? It only uses what's on the record. If Family Priorities are empty, the summary has little to say. Capturing even one or two priorities makes the biggest difference.
Will it judge families? No. It never rates a family as a weak prospect or invents concerns. It flags concerns as things to get ahead of.
Troubleshooting
The analytics cards show dashes. Open the ⚙ on Tour Insights. Confirm which task types count as tours and which outcomes count as completed.
I deleted or disabled a question. Did I lose the answers? No. Answers already captured are kept. They just stop displaying.
My changes disappeared. Changes save only when you click Save Changes, and there's no unsaved-changes warning in this version.
I can't see the configuration screens. Family Priorities, Talking Points, and Debrief setup are for admin (gear-icon) users. Tour Types and Talking Point Areas need a corporate-level user. The Tour Insights analytics page needs the Tour Insights permission.
Rollout tips
Start small. Two Family Priorities and three Debrief questions beat ten that nobody fills in.
Use pick-lists for anything you want to report on or automate.
Pilot at one or two locations for two weeks, then adjust.
Build one automation (for example, Very likely → same-day follow-up) so directors see an immediate payoff.
Review monthly. Drop any question nobody uses.