Questions about properties outside the approved listing set

The decision to make first

A caller may ask about a property the team does not represent or one that is absent from the assistant’s approved listing information. Acknowledge the information gap and offer agent review without presenting the assistant as having universal listing or MLS access.

What the handoff should contain

Capture the public address or supplied link, caller’s question, callback preference and the fact that the property was not matched to an approved listing.

Suggested wording to approve

Example wording: “I do not have approved information for that property in this demonstration. I can pass the address and your question to the team for review.”

Test the difficult case

Test a competitor’s listing, an incomplete address and a property that was recently added but has not yet been approved for the assistant. Do not scrape or infer private listing details, claim representation or promise a showing for a property outside the approved workflow.

Worked example

Fictional example: A prospect asks about a property found on another company’s website. The team has no approved record for it. Ava can capture the public address and question for review, but should not claim that the team represents it, knows its current availability or can arrange entry through its existing showing workflow.

Review it in operation

Review unmatched-property inquiries and decide whether the team should add a verified information packet or keep those questions in a human queue.

Check before you launch

• Acknowledge the information gap and offer agent review without presenting the assistant as having universal listing or MLS access.
• Capture the public address or supplied link, caller’s question, callback preference and the fact that the property was not matched to an approved listing.
• Test a competitor’s listing, an incomplete address and a property that was recently added but has not yet been approved for the assistant.
• Review unmatched-property inquiries and decide whether the team should add a verified information packet or keep those questions in a human queue.

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