Who is an agent? An agent must be defined as a Real Estate Agent/Realtor a person licensed to support a buyer in the process of purchasing a property.
Note: Confirm which market they are in, agents can tour and schedule their own appointments in Buy with Opendoor (BwOD) markets.
How to tell if an agent has already been verified:
Check notes to see if a previous verification has been completed, they should have an existing profile
If no profile is found with the phone number you are speaking with a new caller, follow the process for new agents.
Duplicate profiles: If you encounter duplicate profiles for the same phone number, escalate to #identity-escalations. Provide the link to both profiles.
Greet the caller and confirm full name: “Thanks for calling the Opendoor Access line, my name is ___________ May I ask who I’m speaking with?."
Confirm if the name matches the name on the profile
If it matches, confirm their email, check for any notes on their profile from T&S and proceed to the steps on the right.
2. If the agent indicates that they are not the agent on the profile:
"Can you provide me with your first and last name please?”
"Have you shown an Opendoor home before?"
If no:
Ask if they are calling on behalf of an agent, if yes go to step 3.
This could be a red flag, if an agent is calling from a phone number with a completed profile and providing new information, take the new information in notes, don't change the profile or schedule appointments & escalate to #identity-escalations
If there is no profile linked to the phone number, follow the New First Time Agent Workflow below.
If yes: "What phone number do you usually use when you call Opendoor?"
Use the agent's phone number to pull up the profile connected to the number the agent usually uses.
Check if there is a note from Trust & Safety to reconfirm any information.
Add they number they are calling from to their profile if it is their secondary number. Verify their email and proceed to the steps on the right.
3. Assistant or Scheduler calling on behalf of an agent:
Let them know you will need to verify the information of the agent who is attending the showing, ask if it's the first time the agent is showing an Opendoor home.
If it is a returning agent, have the assistant verify the email address and proceed to the steps on the right.
If it is a first-time agent, follow the process below for verifying a new agent profile.
If the profile is set to 'Allow', or 'Requires Verification' you can proceed with scheduling the appointment or providing access.
If the status is Requires Verification, you can proceed but must escalate to T&S. You do not have to wait to hear back from T&S to schedule the appointment or provide access. If T&S follows up with you requesting more information from the customer, acknowledge the message with a checkmark emoji but you do not have to contact the customer. T&S will leave a note in the customer's profile in Admin, so when the customer calls back at another time, the operator should review the note and request that information from the customer to complete the verification.
Do not provide access if the customer is set to Deny.
Get the address they are showing: “Thank you <customer name>, and what address are you calling regards to?”
Before scheduling an agent appointment be prepared to check the following first
Check the status of the home (if the property has offers) so the agent is aware of the status of the property: Opendoor.com/make-offer
Provide the disclaimer below
Disclaimer: Advise the agent they will receive 2 text messages one confirming the appointment, another one 1 hour before the appointment with the access code, and the last one indicating that they will receive one last text message when they have 10 minutes left as a reminder.
Verbiage: "In addition to our own routine cleaning efforts and scheduled visit windows, we’re reminding you to follow local guidelines and CDC best practices when visiting Opendoor homes. If someone is in the home when you enter, please exit and wait for them to leave before re-entering your code. You will be getting two text messages, one confirming your appointment right now, the other one 1 hour minutes before with the access code and instructions on how to access the property. Your tour window is only 30 minutes long. We’ll send you a text message when you have 10 minutes left as a reminder. You are all set."
Leave call notes on the profile, using the following template:
Name of the person calling
Reason of the call
Address they are calling in reference to
Time of the appointment
Offer Status: Copy the offer information found in the portal
Advised of: 30 minutes window, CDC recommendations and to wait outside if there is someone in the property, 2 text messages.
Record disposition in Twilio using one of the following
Agent Appointment - Confirmed
Agent Appointment - Rejected
When the caller is an agent who is working with Opendoor for the first time, you must ask for the information below to create their profile, verify them and schedule a showing or provide access.
How to create an agent profile:
In admin, add the agent's name, phone number, and email address under the customer data section.
Suggested Verbiage:
Confirm First and Last Name: "To ensure the safety and security for agents and our visitors I will need to verify a few pieces of information in order to setup your profile. This will take just a few minutes. First, please provide me with your full name".
Confirm Spelling: "Thank you, I have that as [repeat agent name, spelling it out]. Is that correct?
Confirm phone number(s): "This phone number that you're calling me from, (xxx) - xxx - xxx is this your primary phone number?
Confirm Email: "Thanks for confirming. Could you please provide me with your brokerage email?"
Scroll down on the profile and click on the Agent checkbox.
Ask for the following information to complete verification:
Suggested Verbiage:
Confirm Brokerage / Affiliation: "Excellent, Could you please confirm the name of the brokerage you are affiliated with?"
MLS ID: "Great. Thank you for providing your brokerage information. Can you provide me with your MLS ID?" *Note - MLS ID is also known as Agent ID or Public ID*
Confirm MLS Affiliation: "Are you affiliated with (market) MLS"?
If Home Access status results in 'Allow' or 'Unrestricted' = Successful Verification, Schedule appointment or provide access
If Home Access status results in 'Requires Verification' = Schedule appointment or provide access and escalate to T&S
You do not have to wait to hear back from T&S to schedule the appointment or provide access. If T&S follows up with you requesting more information from the customer, acknowledge the message with a checkmark emoji but you do not have to contact the customer. T&S will leave a note in the customer's profile in Admin, so when the customer calls back at another time, the operator should review the note and request that information from the customer to complete the verification.
If Home Access status results in 'Deny'= DO NOT schedule appointment, escalate to T&S (see denial verbiage)
Get the address they are showing: “Thank you <customer name>, and what address are you calling regards to?”
Before scheduling an agent appointment be prepared to check the following first
Check the status of the home (if the property has offers) so the agent is aware of the status of the property: Opendoor.com/make-offer
Provide the disclaimer below
Disclaimer: Advise the agent they will receive 2 text messages one confirming the appointment, another one 1 hour before the appointment with the access code, and the last one indicating that they will receive one last text message when they have 10 minutes left as a reminder.
Verbiage: "In addition to our own routine cleaning efforts and scheduled visit windows, we’re reminding you to follow local guidelines and CDC best practices when visiting Opendoor homes. If someone is in the home when you enter, please exit and wait for them to leave before re-entering your code. You will be getting two text messages, one confirming your appointment right now, the other one 1 hour minutes before with the access code and instructions on how to access the property. Your tour window is only 30 minutes long. We’ll send you a text message when you have 10 minutes left as a reminder. You are all set."
Leave call notes on the profile, using the following template:
Name of the person calling
Reason of the call
Address they are calling in reference to
Time of the appointment
Offer Status: Copy the offer information found in the portal
Advised of: 30 minutes window, CDC recommendations and to wait outside if there is someone in the property, 2 text messages.
Record disposition in Twilio using one of the following
Agent Appointment - Confirmed
Agent Appointment - Rejected
If an agent is asking to speak with the listing agent
If an agent wants to discuss the offer status of a home directly with the listing agent, you can provide the agent with the assigned agent’s contact information.
Locate the property address on the Agent Offer Portal
Once you’ve pulled up the specific property, you can provide the number listed on the property information page (upper left hand corner)
Note: if the agent has additional questions outside of discussing an offer status, please transfer the call or escalate to the CXA team.
Submitting an Offer
Agents can submit their offer on our agent portal at opendoor.com/makeoffer
They will use their standard purchase contract
They’ll need to fill out the Opendoor Listing Packet, which can be accessed on the portal
Once an offer has been received and reviewed, the agent will receive a response from the seller.