Running your agency: team, routing and billing

This guide is for the person running the agency rather than the agent working a deal. If you are looking for mandates, exclusivity and how a closing gets verified, read Listing and closing deals instead.

Get the agency verified first

Register the agency, then upload your business registration for verification. An administrator reviews it.

You can do a lot while verification is pending — set up your team, configure lead routing, write your public profile — but you cannot submit a mandate until the agency is verified. Plan for that: get the paperwork in before you start signing owners.

Verification has three outcomes. Approved and you can trade. Rejected and you are told why. Suspended and your public profile and mandates freeze until it is resolved.

Who can do what

Every membership carries one of three roles:

• Principal — full control, including team, billing and agency settings. Your agency must always keep at least one active principal, so the last one cannot be demoted, and the agency owner cannot be deactivated at all.
• Manager — can administer the agency the same way a principal can, including the team and settings.
• Agent — works listings, mandates, leads and deals, but cannot change the agency itself.

Promote sparingly. A manager can add seats and change your routing.

Adding agents

Agents do not register themselves. You provision the account, which is what ties an agent's identity to a verified business — the whole point of running under an agency rather than as independents.

When you add an agent you set their name, email, phone, Telegram, role, job title, commission split and the districts they cover, and can upload a photo for their public profile.

The system generates a temporary password and shows it to you once. Pass it to the agent; they change it on first login through the normal forgotten-password flow. It is not emailed for you, so do not close the page before you have copied it.

Seats

Seats are free. The platform earns on verified closings, not on headcount, so hiring does not raise your subscription. You scale the total yourself from the Team page, from 1 up to 200, and it takes effect immediately.

• You cannot set the total below the seats already filled — deactivate an agent first.
• Deactivating an agent frees their seat and stops leads routing to them. Their history stays.
• Reactivating needs a free seat, so add one first if you are at capacity.

Your plan's seat number is what a new agency on that tier starts with, not a cap and not a billing threshold. Add the seats your team actually needs.

Routing leads across your team

An enquiry is assigned to someone the moment it arrives; an unassigned lead in a shared inbox is a lead nobody calls back. You control how, from your routing settings:

• Owner — leads go to the listing's owner or listing agent. The simplest setting, and right for a small team.
• Round-robin — leads rotate evenly across agents who accept leads.
• Territory — leads go to an agent covering that district, falling back to round-robin when nobody covers it.

On top of the mode you can write explicit territory rules for particular districts, which take precedence over everything else. The full order is: explicit rule → your agency mode → the listing agent → the owner.

Two things influence who actually gets picked. An agent can be set not to accept leads, which takes them out of rotation without deactivating them. And certified agents carry more weight in the rotation than uncertified ones — Bronze, Silver and Gold each count for more.

Route fairly. It is a policy requirement, not just good practice.

Your public profile

Your agency has a public page: logo, cover image, bio in English and Khmer, contact details and your agent list. Each agent has their own profile page with their photo, title and bio.

This is what an owner looks at before deciding whether to sign a mandate with you. Fill it in properly, and keep agent profiles current — a page listing agents who left two years ago reads exactly as badly as it sounds.

Overseeing mandates

Every mandate your agents submit is visible from the agency dashboard, with its status: awaiting rate approval, awaiting owner confirmation, active, declined, expired, released or cancelled.

From there you can resend a confirmation the owner has not answered, renew one inside its last 14 days, release one early, or revise the rate — which creates a new version and goes back to the owner for fresh confirmation, never a silent edit.

Watch the ones sitting in "awaiting owner confirmation". A mandate nobody chases is exclusivity you do not actually have.

Deals, closing tasks and statements

Closings are reported by the agent and verified by an administrator against the uploaded sale agreement. Until verification a deal counts for nothing — it is recorded at zero so an unverified self-report never shows as money owed.

Closing tasks let work on a deal be shared out and recorded, so the split reflects who actually did what rather than who happened to hold the mandate.

Statements show the money: per deal, and an annual summary. The platform calculates and displays the split between the agency and its agents, but the internal split is displayed, not enforced, and not held — the platform's relationship is with your agency, and your agency's relationship is with its agents. That boundary keeps the platform out of internal disputes, and it means paying your agents is your job.

What you pay: the subscription

A flat monthly subscription per agency, which buys dashboard access for your whole team. There is a 30-day trial to start.

There are four plans — Solo for an independent, then Starter, Growth and Pro. What separates them is the closing fee in the next section, not the size of your team: the subscription is the same whether you run 3 agents or 30.

Your billing page always shows the plan you are actually on and what this period will cost. Treat that as the authority.

What you pay: closing fees

A fee on each verified closing, charged as a percentage of the agent's commission — not of the sale price.

The rate falls as the tier rises: Solo 12%, Starter 10%, Growth 7.5%, Pro 5%. That is the trade the plans are built around — a bigger subscription for a smaller success fee.

Two things reduce it further. Certified agents shave a percentage point off the rate at Silver and two at Gold. And a co-broked closing is charged the co-broking clip on the total commission instead of the ordinary closing fee.

The rate and basis are stamped onto each deal at verification, so changing plan later never re-prices a closing already invoiced.

Everything is invoiced — no card is charged, and no client money moves through the platform. You pay by bank transfer or ABA and an administrator marks the invoice paid.

Overdue, suspension, and getting back

Invoices are due 14 days from issue. After that:

1. Past due — an invoice has passed its due date. You can still trade: mandates, listings and deals all keep working. This is a warning, not a penalty.
2. Suspended — an invoice is more than 30 days past due. Now it bites: a suspended agency cannot submit mandates.

Suspension is deliberately two steps away from a missed payment, because cutting an agency off mid-negotiation costs the platform a deal too.

Paying the outstanding invoice restores you to active immediately. There is no reinstatement fee and nothing to re-apply for.

Choosing a tier

Work it out from your closings, not your headcount — headcount does not enter into it, because seats are free.

The subscription is a fixed monthly cost; the closing fee is a percentage of commission that only bites when you sell. A tier upgrade pays for itself at the point where the percentage points you save on the closings you actually complete exceed the extra subscription cost.

If you are closing steadily, upgrading is cheaper. If you are not, it is not — and the honest answer is to stay where you are until the volume is there.