Lost Guest cards found within Knock - Apartment List

Please see the information from Apartment List outlining why Lost Guest Cards may appear in Knock for communities using both Knock CRM and Apartment List. 

This is due to the utilization of Apartment List’s AI tool. Here is a video explaining how this works!

We will direct all leads to Knock regardless of the status and the lead will not be inserted into the Core PMS (property management system). Knock guest cards will automatically sync with the Core PMS.

If a property uses a direct insertion set-up, we will send guest cards to Knock CRM only and remove direct insertion. Contacts that Lea (Apartment List’s AI) is working on will have the status of “Lost”.

The contacts being worked on by the onsite teams will have the status of “Open.”

Guest Card Flow -

Hot Leads:

• Renters who send a Hot Lead (e.g. message, tour) will be delivered to Knock in their Main Dashboard under “To Do”.

Still Looking:

• During the beginning phase of AI Technology, renters who are “Just-Looking” (AKA a New Lead) will be submitted to Knock as “Lost”

1. This guest card will not present in the “To Do” queue.
2. These guest cards will not be visible on the main home page. 

Note:

Lost Reason = “Unresponsive”

CLIENT ACTIONS:
Alerts - For any inbound lead, there is a notification located above the agent’s photo, top left of the main Knock dashboard. Please inform clients to ignore this notification. This will not affect reporting.

 “Unread Messages” - this queue is separate from the “To Do” queue. Even though there are no items in the To Do queue, due to a newly received inbound lead, there will be an alert within the Unread Messages. Partners can mark them as “read” to remove the alert. This can be done in bulk by clicking the “More options” dropdown and selecting “Mark all as read”.

Ready to Move / Reactivate: 

• Once the prospect is “Ready to Move” (i.e., the renter has requested to book a tour, asked about an application, etc.), the handoff process is activated. 

1. The guest card status will update to “Open,” which will appear in the client’s “TO-DO” queue AND the main home page under “Today’s Follow-ups.”
2. Leasing Agents will find the conversation link within the guest card’s activity.