Property Lookup Missing

When a lead comes in through the website form, YND OS automatically looks up property details (via RentCast) and shows them on the customer page. Sometimes this info doesn't appear. Here's how to check why.

How it's supposed to work

A website visitor submits the lead form.
A Framer form webhook sends the submission into YND OS.
YND OS creates a customer and an opportunity in the New Lead stage.
In the background, a property lookup runs against RentCast using the address from the form.
If successful, property details display on the customer page.

Step 1: Confirm the lead actually came from the website

Property lookup only runs automatically for leads created through the Framer webhook pipeline. If the customer was:

Entered manually by a CSR through /customers/new or /bookings/new, or
Imported from another source,

...there is no automatic property lookup — this is expected, not a bug. You can note the address manually if needed.

Step 2: Check the address quality

RentCast lookups depend on having a clean, matchable address. Missing property data is often simply because:

The address the customer typed into the website form was incomplete (missing unit/apartment number, misspelled street, etc.).
The property is new construction or otherwise not yet in RentCast's data.
The address is a PO box or otherwise not a residential property record.

Check the raw address on the customer record against what RentCast would need (full street address, city, state, ZIP).

Step 3: Check timing

The lookup happens in the background after the lead is created — it isn't necessarily instant. If the lead was created in the last few minutes, give it a little time and refresh the customer page before assuming it failed.

Step 4: Rule out an integration outage

If multiple recent website leads are all missing property data (not just one), this points to the RentCast integration or the Framer webhook itself, not a one-off address problem.

Warning: If several leads in a row are missing property data, or leads aren't being created at all from the website, escalate — this could mean the Framer webhook or RentCast integration is down, not just a bad address.

What to do if it's genuinely missing

If the address is valid and enough time has passed, note it and move on — you can still work the lead normally without the automatic property data. It's a convenience feature, not a requirement to proceed.
If the pattern suggests an outage (step 4), tell a manager or admin so it can be checked against the integration configuration.

/help/features/customers
/help/workflows/lead-to-booking

YND OS Help Center