How HomeStory Handles Agent Coverage

HomeStory coverage is county-based. In an effort to better match customers with local real estate agents, we want to ensure the coverage on an agent's profile reflects the counties in their immediate vicinity. We suggest adding one primary county and up to two additional counties.

• When a customer enrolls into the program and is ready to be connected with an agent, the routing text message an agent receives will state the city, name and zip code. 
• If the customer has entered a zip code that is within a county you primarily cover, but is out of your service area within that county, you may reject the referral with no consequence. 
• Customers usually select a general area during enrollment as a starting off point, and may have many different areas within the county they are interested in. 
• We ask agents within our network to accept connections as often as possible, as they will be able to give the best advice for the customers search parameters. 
• If you have accepted a referral and the customer is truly outside of your coverage area, please notify Support and mark the lead as 'Inactive - Outside of service area' in order for our team to work on reassignment.

While there are no consequences for rejecting a referral, please note that we are performance managing our agents within the network based on timeout rates. A timeout is when no action was taken when receiving the routing text. These text messages are live customers so if you are unavailable or the lead is not within your coverage, please reject the lead as quickly as possible.