Preventing Knock Changing Names & Contact Information in ResMan

Knock sends a Change into ResMan for a Current Applicant or Resident, when the original guest card information was changed from the Original Name & Contact Info, to the new one.  This can also happen when you:

1.  Merge Guest Cards where the Contact Information does not Match
2. Enter All Zeros for the Phone Number
3. Enter the Property Phone Number for the Prospect
4. Enter none@none.com for the Email address

If the Contact Information is Changed - please make sure you immediately Update the ResMan Record back to the Current Resident's information.  

Below are proactive best practice steps to avoid this.  

Phone Number for the Prospect:

The phone number that you enter cannot be the property phone number, all zeros, or match another Prospects/Residents phone number.

Email address for Prospect: 

The email address cannot be none@none.com.

Merging Records

• Please make sure that you are paying attention to the
  1. Name,
  2. Email, and
  3. Phone Number
• If all 3 items above do not match, do not Merge.

Locators FAQ’s

• Please contact your Locators and ask them to use the same name, email address, and phone number for all inquiries for their clients.
  1. In the boy of the Message (email, Contact), have them enter the Residents Name, Contact Info & Preferences
• Please mark them as “Not a Prospect” and select Realtor/Locator.
  1. Please do not mark the Locator as Spam, Duplicator/Error, as any subsequent communication will not show up in the Inbox.
• Please do not edit the Locator Guest Card Contact Information – Name, Phone Number, Email address. This must stay with the locator.
• How do I enter the Guest Card information for the Prospect?
  1. You will create a New Guest Card, using the Guest information the Locator Provided.

https://s2res.freshdesk.com/en/support/solutions/articles/151000178640-managing-your-knock-pipeline