Trust Moments FAQs + Support

Instead of filling out filters, describe what you're looking for in plain language — tell us a story the way you'd tell a friend. Something like "I would love to find a cozy cabin with mountain views and room for the grandkids" works perfectly. Smart Intake reads your description, matches the key details with property listings, and automatically presents a list. We remember what you wrote and your interactions with listings — thumbs up/down, heart-scale ratings, saved searches and listings, and notes — and use all of this to refine future searches, so each search is better than the last.

Yes! You can update the story you wrote or add or delete filters anytime. Smart Intake instantly re-runs your search and shows you new results. You don't have to start over unless you want to create a new search.

Smart Intake looks for the closest matches based on everything in your description. Highlight tags are presented in different colors depending on how confident we are that the property's features match your story or filters — green highlights indicate a confident match. If results feel off, add more detail or use the heart scale, thumb direction, and feedback to help us better understand what's important to you. The more you interact with listings, the better our results get.

Smart Intake lets you search in plain language — tell a story. Standard filters let you set specific values such as beds, baths, price range, and square footage by clicking on options. You can use both together: start with a story in Smart Intake, then refine with filters.

Our site will suggest adjustments such as a slightly wider price range, nearby neighborhoods, or similar features. You won't just see a dead end — you'll see a path forward.

After running a search, look for the save search icon — it's the plus sign in the upper-right corner of the website. Give it a name, then choose whether to receive updates when new matches come in or on the cadence of your choice.

Click on the property you like, then click the plus sign in the upper-right corner of the main photo. We use the property address as the name. You can then choose whether to receive updates when changes are made to the listing.

Yes! When you click the save search button, you can send an invitation by providing their email address. When they accept, they create their own account. You can also save and share notes about the property — and rescind the shared search, listing, or notes at any time.

Yes — click the Share button in the upper-right corner of the listing's main image. In the pop-up window, type a message to your followers. We'll post your message and a photo of the property. (Note: you must be logged into your social media account for this to work.)

Our website is built around learning what you love best about properties and showing you more perfect matches. A thumbs up — along with checkboxes and a short note — helps us find properties with similar features. A thumbs down helps us eliminate properties that don't include your favorite features.

The Heart Scale is our favorite feature. The bigger the heart you click, the more you love the property. With this, we not only find better matches — we find more properties for you to love.

You sure can! Click the Contact button at the top of the website to activate the chatbot and request a text message or phone call from an agent.

Yes! Look for the chatbot icon in the lower-right corner of the website. The chatbot will first attempt to answer your question using the listing. If it cannot find an answer, it sends an email immediately to your agent. You can choose to receive a response by text message or phone call.

Yes — we have a chatbot (click the icon in the lower-right corner), mini tours you can activate, dismiss, or reactivate at any time, and a video on your dashboard explaining its features.

Messages go directly to your agent. If it's been more than 24 hours, try reaching them using the contact information on the site. If you're still not getting a response, let us know using the support form below and we'll follow up.

Your dashboard is your home base. It shows every listing you've saved, your searches, subscriptions, notes, chat conversations, and other recent activity — all in one place.

The five-heart scale lets you rate a property from small (mild preference) to large (strong preference) — just like a five-star restaurant rating. It helps us understand which homes you're most excited about so we can find you better matches.

From your dashboard, click and drag any listing to move it up or down in your list. The order is yours to arrange as you wish.

Like the Heart Scale, reordering your listings helps us understand which are your favorites. Most people move their top choice to first position. We use this signal to put more emphasis on the features of that property to find more like it.

Notes are private by default — only you can see them unless you choose to share them. We do summarize notes for the agent while keeping them anonymous. For example, if three buyers commented on vaulted ceilings, the agent sees: "Multiple buyers have commented on the beautiful ceilings."

A search buddy is someone you've invited to share your search — a partner, spouse, family member, friend, or even a vendor. You can share saved searches, saved listings, and notes with them, and rescind access at any time.

Your dashboard gives you a real-time view of how buyers are responding to your listing — views, saves, heart ratings, aggregated and anonymous buyer notes, email engagement, and more. Your agent uses this same data to guide their follow-up strategy.

Buyer Signals are actions buyers have taken on your listing — saving it, rating it with thumbs and hearts, writing notes, returning for a second look, sharing it on social networks, and chatting about it. The higher the number, the more active interest your listing is generating.

Positive signals are actions that indicate strong interest — a high heart rating, a thumbs up, a saved listing, a note written, or a return visit. These are the signals most likely to lead to a showing request.

The average heart score reflects how enthusiastically buyers are responding to your listing. A score of 4.2 out of 5 means buyers are cumulatively reacting strongly and positively.

Friction signals are signs that something is giving buyers pause — thumbs down, notes that mention a concern, or a pattern of quick exits. Your agent can use this to address objections proactively.

Trust Moments reads and aggregates buyer notes and feedback to identify which specific features are resonating. When multiple buyers respond positively to the same detail, it surfaces that pattern so your agent knows what to emphasize in follow-up.

Property Updates, Tuesday Tips, Throwback Thursday, and Friday Digest are outbound emails sent to your agent's subscribers. The open rate and click rate show how many people are engaging with content that includes your listing.

These are suggested next steps for your agent based on what buyers are doing. You'll see them on your dashboard too, so you understand what your agent is focused on.

Your dashboard has two views: My Listings and My Buyers/My Subscribers. My Listings shows performance data — views, saves, signals, email engagement, and buyer feedback — for every active property. My Buyers lets you view these metrics for individual buyer activity and sentiment.

It's the average heart score across all saved listings in your active portfolio. A higher number means buyers are responding enthusiastically overall. You can view a roll-up report across all buyers or drill down to a single buyer.

The number of live chat conversations buyers have started on your listings. These are real-time support conversations that often become leads.

Archived listings are properties that are no longer active — sold, withdrawn, or expired. Their historical signal data is preserved for your reference.

Signals the system hasn't yet been able to interpret with confidence. These are flagged so you can review them manually if needed.

Heart ratings reflect how enthusiastically a buyer responded to a listing. A high average heart on a particular property means strong emotional resonance — that buyer is a good candidate for follow-up on that listing.

Go to your account settings via the icon in the top-right corner of the page.

Log in and from your dashboard, go to Manage Subscriptions. You can choose which publications to receive, set frequency, pause, or unsubscribe per saved search or saved listing. If you sign up for more than one email per day, we'll show an alert. You can change the cadence at any time.

Check that your saved search or saved listing has email updates turned on. Also check your spam folder — occasionally our emails land there on first delivery. If neither solves it, use the support form below.

Check your email for an invitation. Click the link to accept and create your account or log in. If you can't find the email, check your spam folder or ask the sender to resend it. If neither solves it, use the support form below.

You sure can! Click the Contact button at the top of the website to activate the chatbot and request a text message or phone call from an agent.

Yes! Look for the chatbot icon in the lower-right corner of the website. The chatbot will first attempt to answer your question using the listing. If it cannot find an answer, it sends an email immediately to your agent. You can choose to receive a response by text message or phone call.

Yes — we have a chatbot (click the icon in the lower-right corner), mini tours you can activate, dismiss, or reactivate at any time, and a video on your dashboard explaining its features.

Messages go directly to your agent. If it's been more than 24 hours, try reaching them using the contact information on the site. If you're still not getting a response, let us know using the support form below and we'll follow up.

Listings come from the local MLS feed automatically. If your listing isn't showing up, contact support using the form below and we'll check the feed connection.

Images pull from your MLS data. If images are missing, it usually means they haven't been added to the MLS listing yet, or there was a sync delay. Give it a few hours after adding images in MLS and they should appear.

Signal data updates in near real-time, but there can be a short delay. If signals are missing after several hours, contact support with the buyer's name and the listing address.