Process Overview
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Requests will come in via text message from a unique phone number. Once you receive your first text, the phone number will remain the same so you can save it in your phone as a contact.
Text Message
Accepting Requests
- Click the hyperlink within the text to view home information and customer notes
- Click Continue to move forward to accept.
- Select a contact method
- Click Contact and Accept
- Your phone's native call, text, and email app will open for the selected contact method with a pre-populated template based on the request details.
- Once you place the call, text or email the customers information will be added to your customer list!
- Once the customer is on your Customer List dashboard, you can begin to update their status and leave notes
Pre-Qualified Referrals from Rocket Mortgage
You may also receive referrals from Rocket Mortgage. These referrals should be treated as high priority, as the customers are already pre-qualified.
Rocket Mortgage referrals will be clearly identified in the referral text message as a “Rocket Mortgage request from Redfin.” Rocket Mortgage referrals are pre-qualified customers and are subject to a different referral fee structure. For additional details, please refer to the Paying a Referral Fee training module.
Outreach from Customer Advisor Team
In the event that our system is not able to automatically connect a Partner Agent to a Referral Customer you might receive a text from one of our Customer Advisors asking if you are available to help. Reply “Yes” to get connected to the referral. Do so quickly as referrals are assigned on a first-come, first-served basis.
Out of Area Requests
You may occasionally receive referrals requests from nearby areas that are outside of your assigned Service Regions. These Out of Area requests will come from a separate phone number. You can choose to accept these and work with the customer, or you may decline. Declining Out of Area requests will not negatively impact your performance metrics.
Click the link below to move to the next training module
Module 3: Partner Tools Dashboard and Customer List