Question 1

How does Real-Time Touring benefit buyers?

Accepted Answer

For eligible properties, buyers can easily request a tour based on appointment times set by the listing agent in ShowingTime, when available. Buyers will be routed directly to an agent – meaning they no longer need to speak on the phone with a Connections Specialist or the agent on a live connection call. If the appointment time also works for the agent, it can be automatically booked in ShowingTime on the agent’s behalf to streamline the process.

Question 2

How does Real-Time Touring benefit agents?

Accepted Answer

Movers who request a tour convert to buyers at three times the rate of other actions on Zillow, and Real-Time Touring streamlines the touring experience so you can meet them faster.

These connections are routed directly to one agent at a time, with no live transfer, so agents can accept the connection even if they are unable to talk on the phone. With ShowingTime’s integration, agents can select from up to three available appointment times selected by buyers and book them on the spot. Only buyers without a signed agency agreement will move forward in the RTT flow if they plan to purchase within 6 months or if our AI model predicts a high likelihood of working with the connected agent.

Question 3

How do agents receive Real-Time Touring connections?

Accepted Answer

Zillow routes Real-Time Touring connections to Premier Agent partners one at a time until we find an agent who can fulfill the tour time requested by the buyer. The connection will be delivered to you via a phone that says “Real-Time Touring” on the caller ID, so you can quickly identify this connection type. You will be prompted to open the Premier Agent app to review the tour request details. You will have five minutes to review the details and commit to the tour, or pass on the connection. If an agent passes on the connection, it will be sent to the next agent on their team.

Question 4

How do agents manage a Zillow-booked tour after accepting it?

Accepted Answer

Premier Agent partners can cancel or reschedule their Zillow-booked tours directly from the Premier Agent App. Agents can access showing details (i.e. listing agent contact, and showing instructions) in ShowingTime. All appointments booked by Zillow will sync into the agent’s ShowingTime account and any changes made to appointments (i.e. cancellation or rescheduling) made in either app (ShowingTime or Zillow) will sync with one another.

Question 5

How are the agent and the buyer notified if the selected time is no longer available?

Accepted Answer

If the listing agent declines the appointment request, the Premier Agent partner will be notified via ShowingTime. The agent should handle this scenario in the same way as non-Zillow-booked appointments: by contacting the listing agent to find another time and then communicating directly with the buyer.

Question 6

What listings and buyers are eligible for Real-Time Touring?

Accepted Answer

Listings set up in ShowingTime with online scheduling enabled are eligible for Real-Time Touring. Real-Time Touring is not available for listings set up with a different showing service, lot listings and homes under contract in the MLS. Real-Time Touring is powered by ShowingTime, so markets with low ShowingTime coverage (where listing agents don’t use ShowingTime for their listings) may see very low to no volume of these connections.

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