Everything you need to know is here in Access Knowledge Base!
THIS PAGE IS UNDER CONSTRUCTION _ DISREGARD FOR NOW
Self Tour Access
For all other markets click here
Important:
When creating an appointment in these markets for customers it is important we collect their email address.
First-time visitors will speak to CXA or G-Team and be provided access via Appointment Confirmation & automated SMS w/ door code.
Access Hours:
App unlock: 9-6:30 pm local time (The 6:30 pm appointment ends at 7 pm)
Agent Appointments: 9-6:30 pm local time (G-team can assist with access issues until 7:30)
The last appointment time for BWOD markets is 6:30-7 pm (app or call to schedule)
Process to follow:
Follow the regular verification process Home Access Verification Suggested Verbiage. Remember to always read the previous note in the profile to confirm if the profile has not been verified before, or if there is a note from Trust & Safety to reconfirm the spelling of the name.
Verify if the customer is already in front of the property (schedule an appointment either if the customer is in front or interested in visiting the property later in the day.
Before scheduling the appointment be prepared to check the status of the home (if the property has offers) so the customer is aware of the status of the property: https://www.opendoor.com/make-offer/start.
Provide the following disclaimers at the end of the call:
After the appointment is scheduled: 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.
After the above is acknowledged: You’re all set. Your tour window is only 30 minutes long. We’ll send you a text message when you have 10 minutes left as a reminder.
If the customer is in front of the door confirm if they have received the code to access via text message after scheduling the appointment in the system, if they have not, follow the below steps:
Try Remote unlock 2x (will only work in self-tour markets)
Try door code
Try flex code (Get door code button)
Try static code just as the last resource
Important: Notate the profile with the code that was used, using this specific template: CX/G-Team sent [ROTATING or STATIC] code: XXXX"
If the customer is not in front of the property, inform her/him that 2 text messages will be sent, one confirming the appointment and one 1 hour before the appointment with the access code.
Leave relevant call notes, Include the following:
Name of the person calling
Address they are calling in reference to
If the appointment was scheduled: Appointment time
If access was provided at the moment of the call: CX/G-Team sent [ROTATING or STATIC] code: XXXX"
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 on the property.
Take into consideration:
First-time visitors will begin in the app and be prompted to call cx before gaining access (including first-time agents) follow the Home Access Verification Suggested Verbiage First-time visitor script.
Access is only provided via appointment scheduling
All agents and customers should be scheduled using the Scheduling tool
Tour Logic between the App and Schedules in Admin/Nomad:
Every visit appointment will be 30m in length,
Any appointment scheduled in Admin/Nomad will block that time in the app to prevent multiple visitors
Any visitor who gains access via the app will block that time in admin/nomad from being able to schedule a visit.
Unscheduled app unlock/visits will have a 45 min “window” to look for appts scheduled
Example: Someone is trying to enter the home at 1 pm, it will look to see if there are scheduled appointments between 12:30-12:59 pm and from 1 - 1:15 pm. If no appointment, access will be granted, if there is an appointment scheduled, access via the app will be denied
When and How to Cancel an Appointment?
When: anytime an agent advises they would like to cancel or reschedule their appointment time
What if someone shows up and there is already someone in the house during their scheduled appointment?
Check to see how early or late the current visitor may have arrived for their appointment
If the current visitor is running early for their appointment: advise that the prior appointment should be wrapping up soon and ask them to wait
Check to see if the current occupant may have arrived early or late by pulling up the appointment scheduling for the property
If the current occupant is late leaving the home: “It looks like the current visitor may be running a few minutes behind. Are you willing to wait for a few minutes? If they haven’t left the home within the next 10 minutes, please call us back.”
What if someone calls and says the app is not working (not a first-time visitor)?
First look to see if there are any scheduled appointments happening now, if so explain that someone is in the home and offer to schedule them for the next available time slot
If no appointment is scheduled, go through the verification process as normal and if approved schedule an appointment
What if someone is at home and there are no available appointment times?
Be empathic and apologize that you can not offer a time right now.
Offer to schedule an appointment for the next available time slot
What to do when someone has a scheduled appointment and the SMS code is not working?
Try Remote unlock 2x (will only work in self-tour markets)
Verbal flex (add a note for which code was provided: “CX/G-Team sent [ROTATING or STATIC] code: XXXX”)
Verbal static (add a note for which code was provided: “CX/G-Team sent [ROTATING or STATIC] code: XXXX”)
Is Direct Buyer turned back on for these markets?
Direct buying is available for ATL, ATX, PHX, DFW, RIV, RDU, CLT, HOU, SAT, TUS, and LAX
Direct buying for any other market is not currently available. Buyers can submit their offer through an agent
G-Team: If they do not have an agent, offer to connect them to CXA who can review options.
What to do when someone shows up after 7 pm with no appt scheduled?
If there is no appt scheduled for that home at 7 pm, inform the customer that tour hours stopped at 7 pm, (the last appointment is 6:30 pm-7 pm) and offer to schedule them for the next day
How far out can I schedule an appointment?
Appt can only be scheduled 5 days out
What do I do if a customer calls in for access and I can see that they’ve already been call-gated?
Do not call-gate again. Allow access to the home via appointment scheduling following the correct Home Access Verification Suggested Verbiage process.