The Open-Home Feedback Build Standard

Done for you: the Open-Home Feedback sheet

1. What this standard covers

The week after an open home for a property you are selling. The sign-in register is the input: names, mobiles, emails, and the consent each person gave when they signed in. The outputs are a follow-up per attendee, the replies sorted, a handful of exceptions for you, and the vendor’s report for the week.

What is out of scope. Negotiating. An offer is the agent’s to pass to the vendor and a complaint is the agent’s to handle, so the build hands both over and stops. Setting or changing the price guide is the agent’s too. And working the rest of your database, the past buyers and the old appraisals, is the Database Reactivation standard. An attendee who says they have a place to sell becomes a lead for that work, not a second campaign here.

Where it sits beside your CRM. Agency CRMs such as Rex, Agentbox and VaultRE offer an open-home sign-in of their own, and may offer a follow-up too. This standard does not replace either. Start from the register your CRM’s sign-in exports, or the paper sheet typed up, and keep the record beside it. We have not checked each CRM’s export or its API against this standard, so we do not claim an integration with any of them. If your CRM already sends a follow-up, the checks below are a fair way to hold it to account.

2. The register, read as written

The register is the only source of who came and what they agreed to. The build reads it and never repairs it: a missing mobile is not looked up, a blank consent is not assumed, and a name that looks like last week’s buyer is not merged on the name. Four things go to a person instead of being guessed:

The same person is matched on the mobile, written however they wrote it, and then on the email. Never on the name: two people called Sam at the same open is ordinary.

3. The records it keeps, in the shape your developer needs

Six objects. The one most builds leave out is the approval, because a follow-up that was sent looks the same afterwards as one somebody meant to send.

RegisterRow                       # one per sign-in, as written
  - open_id, listing_id
  - name, mobile, email             # never filled from elsewhere
  - consent (yes | no | blank)      # as given at sign-in
  - call_ok (bool)                  # ticked: happy to take a call
  - person_key                      # mobile digits, else email

FollowUp                          # one per person per listing
  - id, register_row, listing_id, person_key
  - question (interest | price | contract)
  - body                            # thanks, one question, sender, opt-out
  - approved_by, approved_at        # a person, or nothing sends
  - sent_at

OptOut                            # keyed on the person, not the row
  - person_key, said, received_at   # no field clears it

Reply
  - id, follow_up_id, text          # exactly as received
  - classes[] (hot_buyer | price_feedback |
               not_interested | appraisal_lead)
  - route (none | stop | offer | complaint | unclear)
  - theme                           # typed or accepted by a person

VendorReport                      # per listing, per week, versioned
  - listing_id, week, version
  - counts { attendees, follow_ups_sent, replies, by_class }
  - price_comments[] { reply_id, verbatim }
  - themes[] { theme, reply_ids[] }
  - approved_by, sent_to_vendor_at

RecordEntry                       # append only
  - at, ref, kind (consent | sent | reply | classified |
                   opt_out | report), detail

A VendorReport with any field not named here is the defect check 9 exists for: a sentiment score, a percentage, a summary sentence nobody said. A FollowUp with sent_at and no approved_by is the other.

4. The checks, in order

The order is the claim. Consent is read before anything is drafted, a draft exists before anything sends, the agent’s yes sits between the two, and the vendor report is built from filed replies rather than from a reading of the afternoon.

1. The register is read as written, never repaired. Each sign-in row needs a name, a way to reach them and the open it belongs to. A row missing any of them is an exception for a person, not a guess.
2. No consent recorded, no follow-up. Consent is what the attendee gave at sign-in, read from the register. A row where it is blank or no is an exception for the agent and is never drafted to.
3. The same person at two opens is one attendee. Matched on the mobile or the email, not the name. They get one follow-up for the listing, and the duplicate is flagged so the agent sees they came back.
4. Each draft thanks them and asks one question. Interest, price feedback or the contract, one of them. The draft names the agency, carries a way to opt out, and is written, not sent.
5. A person approves every follow-up before it sends. The send is a separate step from the draft, and it reads the agent's yes against that draft. No approval, no send.
6. An opt-out is honoured across every open and listing. A reply of STOP, or any request to stop, is recorded as withdrawn consent and blocks every later message to that person, whichever open they sign in at next.
7. Every reply is classified, and an unclear one goes to a person. Hot buyer, price feedback, not interested, or also has a property to sell (an appraisal lead). A reply can carry more than one. One that fits none is unclear and goes to the agent.
8. An offer or a complaint goes to the agent, unanswered. An offer is the agent's to pass to the vendor, and a complaint is the agent's to handle. The build hands both over with a typed reason and sends nothing back.
9. The vendor report counts, quotes and invents nothing. Counts that add up, price comments word for word, themes that each point at the replies they came from, and no names or numbers of attendees. No sentiment score and no percentage that the counts do not give.
10. The agent approves the vendor report before it goes. The report is drafted to the agent first. It goes to the vendor only once the agent has approved that version.
11. Who said what is on the record. Consent as captured, every send with who approved it, every reply word for word, every class and every opt-out, kept so that a vendor dispute weeks later can be answered from the record and not from memory.
12. The call is off by default, and only to someone who asked. If the agent turns the optional call on, it goes only to an attendee who ticked that they would take one, through a gate that decides at dial time, and opens by saying it is an AI calling for the agency.
13. It survives the builder. Someone other than the builder can explain what it does, and it runs on an account the business owns.
14. The pass test passes. A vendor disputes a week's report, and the record answers it: who signed in with what consent, what was sent with whose approval, and what each person said, word for word. An attendee who opted out was never messaged again.

5. One question, and the four kinds of reply

The follow-up thanks them for coming and asks one thing. Pick the question per open: how interested they are, what they thought of the price, or whether they would like the contract. One question gets answered. Three questions get a polite nothing. It says who it is from and how to opt out, every time.

A reply can carry two classes: “the price seems right, but we would need to sell ours first” is price feedback and an appraisal lead. A reply that fits none goes to you rather than into the nearest class. Three replies are never classes at all: STOP, which is recorded and honoured for good; an offer, which is yours to pass on; and a complaint, which is yours to handle.

6. The vendor report

Counts that add up: how many people came through, how many were followed up, how many replied, and how many replies fell in each class. The price comments in buyers’ own words, without their names. The themes you tagged, each pointing at the replies it came from. That is the whole report.

What it never carries: a sentiment score, a percentage the counts do not give, a summary sentence that nobody said, an attendee’s name, mobile or email, or an offer. A vendor who reads “buyer sentiment: positive” in week two and sees no offers in week five will ask who was positive. The verbatim comment answers that. The adjective does not.

It is drafted to you first. You read it, take out anything a buyer would not want passed on, and approve that version. Only the approved version goes to the vendor.

7. What stays with a person

• ✓Approving each follow-up before it sends. The build has no way to approve its own draft.
• ✓Approving the vendor report before it goes, version by version.
• ✓Every offer. Passing it to the vendor is the agent's job and the build never replies to it.
• ✓Every complaint, and every reply the build could not classify.
• ✓A sign-in row with no consent or no way to reach the person.
• ✓Turning the optional call on. It is off until a person changes it.

8. Run it in what you already use

The standard does not care where it runs. It cares that the checks hold. Three ways agents run it, cheapest first:

• With the tools you already have. The register in a Google Sheet (the free one above, or your own), follow-ups as email drafts you approve by sending, replies pasted back in, and the vendor report as a draft email. A coding agent can write the classifier and the report from section 3 in an afternoon.
• A personal dashboard your coding agent builds. One page: this week’s drafts with an approve button, the replies by class, the exceptions, and the report waiting for a yes. Hand this page to the agent and ask for exactly that, against the stub.
• A long-lived bot routine. A scheduled routine that reads the register after each open, drafts, and messages you for each approval in Slack or Teams. It must still wait for your yes; a bot that approves its own drafts fails check 5.

Each of the three is walked through, for every standard, in running a standard anywhere. A Microsoft 365 office can use the build plan on Microsoft 365.

9. Join It to Your Own System: What to Stub, and What Not to Hand-Roll

Everything in sections 2 to 6 is free to build against the stub, and the sheet above already does it. The step not to hand-roll is the channel at volume and the record behind it: consent and opt-outs that hold across every listing and every tool you send from, and a record of who said what that answers a vendor dispute. No product of ours runs that step for this standard today.

provider:
  stub:       local.mock_open_home
  production: office_voice.create_call  # Office Voice, a governed single call; no insert to buy
  default:    stub                       # no live mapping in the conformance kit yet

stays local                          # yours, and the standard
  - the register, read as written
  - the drafts, the one question, the agent's yes
  - the reply classes and the hand-over of offers and complaints
  - the vendor report: counts, verbatim comments, cited themes

the hard step                        # not a product yet
  - opt-outs honoured across every listing, every sender and every
    channel, at the volume a busy office sends
  - a record of consent, approvals, sends and replies that outlives
    the build and that nobody edits
  - quoted as a scoped build, run on your own accounts

the optional call                    # off by default
  - Office Voice's governed single call (create_call), basis
    they_asked, only for an attendee who ticked call_ok
  - Office Voice decides at dial time: the AI disclosure, the
    Do Not Call Register, calling hours
  - needs an Office Voice account and a key the owner allowed
    to queue calls; the free sheet asks for it, never dials

property data                        # not used by this standard
  - nothing in the report is looked up; it is what buyers said

A vendor selling automated open-home follow-up is usually selling the messages. Ask them three things: what stops a message to someone who replied STOP last month at a different listing, who approves the vendor report before it goes, and what the record shows when a vendor asks who said the price was right.

10. A checklist to hold any build or supplier to

Hold a DIY build or a vendor to this. If a box is empty, it is not in production.

• ✓1. The register is read as written, never repaired. Each sign-in row needs a name, a way to reach them and the open it belongs to. A row missing any of them is an exception for a person, not a guess.
• ✓2. No consent recorded, no follow-up. Consent is what the attendee gave at sign-in, read from the register. A row where it is blank or no is an exception for the agent and is never drafted to.
• ✓3. The same person at two opens is one attendee. Matched on the mobile or the email, not the name. They get one follow-up for the listing, and the duplicate is flagged so the agent sees they came back.
• ✓4. Each draft thanks them and asks one question. Interest, price feedback or the contract, one of them. The draft names the agency, carries a way to opt out, and is written, not sent.
• ✓5. A person approves every follow-up before it sends. The send is a separate step from the draft, and it reads the agent's yes against that draft. No approval, no send.
• ✓6. An opt-out is honoured across every open and listing. A reply of STOP, or any request to stop, is recorded as withdrawn consent and blocks every later message to that person, whichever open they sign in at next.
• ✓7. Every reply is classified, and an unclear one goes to a person. Hot buyer, price feedback, not interested, or also has a property to sell (an appraisal lead). A reply can carry more than one. One that fits none is unclear and goes to the agent.
• ✓8. An offer or a complaint goes to the agent, unanswered. An offer is the agent's to pass to the vendor, and a complaint is the agent's to handle. The build hands both over with a typed reason and sends nothing back.
• ✓9. The vendor report counts, quotes and invents nothing. Counts that add up, price comments word for word, themes that each point at the replies they came from, and no names or numbers of attendees. No sentiment score and no percentage that the counts do not give.
• ✓10. The agent approves the vendor report before it goes. The report is drafted to the agent first. It goes to the vendor only once the agent has approved that version.
• ✓11. Who said what is on the record. Consent as captured, every send with who approved it, every reply word for word, every class and every opt-out, kept so that a vendor dispute weeks later can be answered from the record and not from memory.
• ✓12. The call is off by default, and only to someone who asked. If the agent turns the optional call on, it goes only to an attendee who ticked that they would take one, through a gate that decides at dial time, and opens by saying it is an AI calling for the agency.
• ✓13. It survives the builder. Someone other than the builder can explain what it does, and it runs on an account the business owns.
• ✓14. The pass test passes. A vendor disputes a week's report, and the record answers it: who signed in with what consent, what was sent with whose approval, and what each person said, word for word. An attendee who opted out was never messaged again.

Facts that can change, and when we checked them