Adding access details

Enabling agents to input access details upfront, streamlining the appointment scheduling process.

Background

For contactless appointments to work, access must be set up for each property in advance.

Although access instructions are typically added during listing setup, changes can occur afterward—such as lockboxes being removed from listings. Since managed access appointments rely on Supra boxes being present, it's essential to ensure that only eligible listings—with active lockboxes—can be scheduled for appointments. This prevents access instructions from being missed or appointments from being set up without proper entry permissions.

Problem

Listings may not have an eligible lockbox for managed access appointments

A common pain point for our users is unclear or incomplete access instructions. When these aren’t set up correctly, scheduling access for external users becomes confusing and error-prone. To solve this, we need to ensure agents can only grant access to eligible listings—and are able to update a listing’s details to meet access requirements when needed.

Solution

Update Access Details and Select from Eligible Listings

After sharing the designs with internal users, we uncovered a key insight: our initial assumption—that contactless access would work for every listing—was incorrect. This feedback prompted me to explore not only how to display eligible lockboxes, but also how to enable agents to update lockbox details directly within the flow, so that they can grant access without unnecessary friction or context switching.

Eligible listings are displayed

Rather than searching for a specific listing, agents are shown a complete list of their listings—categorized by eligibility. This gives them a clear overview of eligible listings, those missing access instructions, and those with ineligible lockboxes. From there, they can simply select the listing they want to grant access to.

Updating access directly in the flow

While agents can update access instructions in their listing settings, doing so requires multiple steps and takes them out of the current flow. To streamline the process, agents can now select an eligible lockbox for a listing directly within the flow—making it faster and easier to apply the right one before moving forward.