Why Would a Referral Under the Appointments Section of the Agent’s Portal Show XXX?

Overview

Occasionally, agents may notice that a referral listed under the Appointments section of their SOLD.com portal still displays contact details as "XXX" instead of showing full information. This situation can occur due to specific updates made in the agent portal.

Reason for Contact Details Showing XXX

• Upgrade from Active (Non-Appointment) Referral:
  • When an agent updates the status of an active (non-appointment) referral in their portal to indicate that they are actively following up or working with the client, the referral is reclassified as an appointment in their portal.
  • However, because this was originally a non-appointment active referral, the contact details remain locked and continue to show as "XXX."

Key Points for Agents

1. Why Contact Details Remain Locked:

   • Full contact information (email and phone number) is only unlocked for appointments where the agent is a Guaranteed Display (SGD) participant or if the zip code is owned under their sponsorship.
   • If the agent is not SGD or does not sponsor the zip code, the details will remain obscured.

2. Active to Appointment Transition:

   • Updating the status of an active referral in the portal (e.g., marking it as "In Progress" or "Follow-Up") signals that the agent is working on the lead. This action moves the referral to the Appointments section but does not change the visibility of contact details.

What Agents Can Do

• Verify Zip Code Sponsorship:

  • If the referral’s zip code is not sponsored by the agent, encourage them to explore the benefits of the Guaranteed Display Program to unlock future referrals' contact details.

• Best Practices for Non-Appointment Active Referrals:

  • Focus on building relationships with clients using the limited contact details (name and address). Many agents use strategies like:
    • Sending mailers.
    • Door-knocking with information on market trends.
  • If the client engages and an appointment is set, contact details may be unlocked.

Support Guidance for Teams

1. Check Agent Status:

   • Verify if the agent owns the zip code under Guaranteed Display by reviewing their Territory Associations in Salesforce.

2. Investigate Referral History:

   • Confirm the referral's original classification and if it was updated by the agent in their portal. This can be checked via activity logs in Salesforce.

3. Escalate If Needed:

   • If all criteria are met and the details remain locked unexpectedly, submit a ticket under the category: Preferred Agent Request for further investigation.

Talking Points for Teams

• Example Script for Agents:
  • "I see that this referral was originally a non-appointment active lead. When you updated its status in your portal, it moved to the Appointments section. However, because the contact details are tied to zip code sponsorship, they remain locked unless you are a Guaranteed Display agent or own the zip code for that referral. Let me know if you’d like to explore sponsoring zip codes to unlock full contact details moving forward!"

Resources for Agents

• Agent Portal Guide: Step-by-step instructions on updating referral statuses.
• SGD Program Overview: Learn more about unlocking contact details and priority rankings through sponsorship.
• Support Email: [email protected] for additional questions about referrals and contact details.

By explaining how the status update affects referral classification and outlining the benefits of zip code sponsorship, agents can better understand the process and leverage their referrals effectively!