Be clear on what you need

• One ask per email whenever possible (or bullet multiple asks clearly).

• Use a subject line that matches the request (and includes a key identifier).

• Invoice Help — Client: John Smith — Property: The Oaks

• Onboarding Access — Can’t log into Relive app — Agent: Jane Doe

• Commission Question — Invoice #12345 — Move-in: Jan 5

Include the minimum info Ops needs (so Ops doesn’t have to chase you)

• Your full name + market

• Client full name

• Property name

• What you already did + where you got stuck

• Any relevant IDs (invoice #, app #, ticket #)

• Deadline/urgency (with date)

Attach proof/screenshots the first time

• Screenshot the exact error message (not just “it doesn’t work”).

• If it’s a form/upload issue: attach the doc and a screenshot of the submission page.

• If it’s commission/invoice: include the invoice PDF + proof of move-in (if required).

Use the right channel (email vs chat vs portal)

• If it’s time-sensitive send a google chat message to link and email if needed link

• If it’s a standard request (invoice review, update, clarification) email: link

• If there’s a dedicated form/process, please use that first and then email only if it fails.

(If your org has specific rules here, turn them into a simple “If X → use Y” chart.)

Confirm it’s not answered already

• link

• Onboarding docs: Onboarding

• Apartment Locating Training

• Residential & New Construction Training

• Relive Agent Hub

• Pinned messages / Recent threads (search your inbox/chat)

This avoids duplicate requests and speeds things up.

Keep it scannable

• 3–6 bullet points max for context

• Use bold for the key data (client, property, invoice #, deadline)

• Don’t bury the ask in a long story

Set expectations + be responsive

• If Ops asks a follow-up, reply with the missing info in the same thread ASAP.

• Don’t start a new email chain for the same issue.

Templates you can use

• Ask:

• Client / Property:

• What I tried:

• Where it’s stuck (error if any):

• Deadline:

• Attachments: (screenshots / PDFs / proof)

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