Flex FAQ

Flex is a program from Zillow Premier Agent built with a singular vision – partnering with the best agents in the business to increase transactions. Flex does this by providing connections and leads at no upfront cost, and routing them to the agents best positioned to convert them to home sales. In Flex, we are aligning the success of our business with yours – we only win when you win.

At this time, participation in Flex is by invitation only. We are looking for high-performing teams who provide exceptional customer service, and are willing to partner closely with us with the shared objective of improving customer experience and outcomes. 

Flex gives agents connections from Zillow Premier Agent at no upfront cost. Agents work with each client toward a closing, providing us with brief status updates along the way. Once an agent closes a home transaction with a client, they pay a success fee (referral fee) to Zillow.

Flex maintains performance standards that all Flex partners are expected to achieve. Over time, agents who demonstrate strong Flex performance will start to receive a larger share of the connections in their market.

In Market Based Pricing,  agents receive connections and leads in a specific geographic area by paying for a share of voice at the ZIP code level. Agents enrolled in the Flex program receive connections without upfront cost and instead pay Zillow a success fee (referral fee) when they close a transaction with a connection from Zillow.

There’s no upfront cost to join the Flex program or receive connections. Instead, you pay a success fee to Zillow only when a transaction closes with a buyer or seller you connected with through Flex. The success fee amount varies by location and home sale price.

Note: To participate in the Flex program, each agent must have and actively use a Follow Up Boss (FUB) account that includes calling capabilities. This is required to track and report on your Flex connections. FUB is a third-party service with its own fees.

For more information about Flex transaction and payment policies, please visit the Flex Payment Policies section in the Zillow Help Center.

No. There is no payment required to sign up for Flex. Payment of a success fee is required only when agents close a transaction with a connection they’ve received from the program.

The established success fees are calculated based on the location of the sale to account for local pricing trends.

The validation process for connections is the same in both Flex and Market Based Pricing. We respond to the buyer’s inquiry on Zillow and confirm their readiness to work with an agent. Once confirmed, we connect the buyer with an agent.

However, what sets Flex apart is how those connections are routed. In some markets Flex leverages performance-based routing and ZIP code preferences to prioritize opportunities for top-performing agents and ensure they’re connected with buyers in areas they’re best positioned to serve. While ZIP targeting also exists in Market Based Pricing, Flex teams benefit from a more tailored experience—especially for agents on teams—helping to create better alignment between agent readiness and buyer demand.

In order to get the most value out of the Flex program, you’ll need to answer the phone when a connection is delivered to you as often as you’re able, manage your connections in Follow Up Boss at least weekly, and keep your Flex records up to date in the Premier Agent App.

Beyond these program basics, using the FUB number to communicate with your customers will help you get set up for success, with automations that help you prioritize and reach out to your customers, with less effort. 

• Convert your connections to in-person appointments
• Guide your clients to a successful transaction and use FUB to track and report the status of Flex Connections, ensuring records are accurate and current
• Maintain a high client experience score by providing great service
• Keep your past sales up to date and add new transactions as they occur