You have questions, we have answers! Check out below for our frequently asked questions for Knock Tours.


Getting Started

How do I upload and change content within the tours app?

How do I add a sitemap?

How do I see my tours in the Knock app?

How do I set the app up for auto updates ?

I completed all of the modules, why isn't it showing?

Unit Options, Quotes, and Availability

What exactly is the logic for each badge in the quoting section?

Do the quotes sent from the app differ from the ones currently sent by the CRM?

My quote isn't generating, what should I do?

ID Scanning Info and Troubleshooting

How does the ID scanner work?

ID Scan Vocabulary

The ID scanner isn’t working or saying “unverified”, what should I do?

Does the ID scan validate the name from the ID to the name on the guest card?

Under what circumstances will the ID scan not work?

What forms of ID’s are accepted?

How do I scan a passport?

The Tours Experience

How do I run a live video tour?

Can we stop and start a tour if the screen goes blank? What happens if we do?

Will prospect preferences sync over to the desktop app?

How do we send them a link to apply, and where does that live? Knock or PMS?

How does the automated follow-up work?

What does the heart icon mean? And how does it work?

What happens if I lose wifi or cell service during the tour?

Why don't our visits match?

How does Knock Tours handle the creation of “show” events in desktop?


Getting Started

How do I upload and change content within the tours app?

How do I add a sitemap?

Once your PMC has been set up for Knock Tours, you'll see an Edit Engrain Integration button appear at the top of the Integrations tab.

  1. Click Edit Engrain Integration

  2. Add the Engrain Unitmap ID (provided by Engrain)

  3. Click "Update Integration"

How do I see my tours in the Knock app?

Before starting a new tour the leasing agent will need to log into their *own* account (not the house account) in order to see tours assigned to them. Once logged in, the leasing agent will have the option to see their own to do list or toggle to the house to-do list. To kick off a new tour, select the “today's tours” section of the To-Do list, and then select the name of the guest in order to start the tour!

How do I set the app up for auto updates ?

  1. Navigate to your iPad's "Settings" app

  2. Select "App Store"

  3. Select "App Updates" so that automatic updates are enabled

I completed all the modules why isn’t it showing?

Double check that your app is updated to the latest version.


Unit Options, Quotes, and Availability

What exactly is the logic for each badge in the quoting section?

  • Lowest price - is the lowest priced unit that is available.

  • Most square footage - is the unit with the largest square footage floorplan

  • Highest - demand is a unit from the floor plan with least number of units.

  • Best Value - is the unit with the lowest price per square foot.

Do the quotes sent from the app differ from the ones currently sent by the CRM?

The quotes sent from the app have been enhanced to include the community hero image as well as the special at the top of the PDF with a link to the application.

My quote isn’t generating, what should I do?

  • Refresh and try again.

  • Check that the deposit amount has been entered in

  • Have you checked the lease start date?


ID Scanning Info and Troubleshooting

How does the ID scanner work?

Knock has partnered with a top global ID scanning service, trusted by Experian, PayPal, and Capitol One, to bring a premier ID verification experience to the Multifamily industry.

The ID scanning feature in Knock’s Tour is backed by the industry’s largest document library, powered by human-assisted machine learning to ensure the highest accuracy for identifying invalid ID’s. We verify government-issued documents for all 50 states and nearly 200 countries around the world, allowing leasing teams to scan and verify government-issued documents including drivers’ licenses and passports, in order to help identify invalid ID’s, and prevent invalid renters from entering communities before reaching the application process.

In just a few seconds, Knock is able to verify government-issued documents using dozens of authentication checks including 1 & 2-D barcode scanning, photo pattern identification, microprint scans, OCR & MRZ recognition, and more.

ID Scan Vocabulary:

  • Invalid - Means that the authentication checks used to validate the government issued ID did not pass.

  • 1D barcode scanning - 1D barcodes are also called “linear” and have individual, vertical lines of varying widths that are used as a unique link to reference data.

The Difference Between 1D and 2D Barcodes – Jet Marking
  • 2D barcode scanning - Like 1D barcodes, 2D barcodes also use “linear” vertical lines of varying widths, but different from 1D, they use multiple lines in smaller sections. 2D barcodes are able to provide reference to larger amounts of data than 1D

2D Barcodes for Labeling - Explained | The Label Experts
  • Photo pattern Identification - Knock uses iPad’s high resolution cameras to scan the photos of government-issued ID’s.

  • Microprint scans - Knock uses iPad’s high resolution cameras to scan and identify the unique microprint each state and country uses on their ID’s

  • OCR content recognition - Optical Character Recognition (OCR) refers to the information on the front of a government-issued drivers’ license including the name, address, birthday, height, weight, issue date, and expiration date of the card.

  • MRZ content recognition - The Machine Readable Zone (MRZ) content is the alpha-numeric section of a government-issued passport that is located at the bottom of the document. Similar to barcode scanning, this MRZ content is used to decipher data using a global system to quickly identify a person’s personal information on a document.

The ID scanner isn’t working or saying “unverified”, what should I do?

To ensure that proper ID’s are able to be verified here are a few steps that Knock recommends to start:

  • Improve Lighting - As with any type of digital photography, lighting plays a critical role in the process. It is always best to scan an ID in a well-lit area to ensure the camera is able to capture as much detail as possible.

  • Use a dark background - When possible, use a dark or highly-contrasted blank background to help the high resolution cameras on the iPads focus on the document more quickly and accurately.

  • Reduce Movement - When scanning the document it’s important to maintain a motionless stance to ensure a crisp scan of document details. Knockstar tip - use both hands to hold the tablet and hold your elbows to your chest to ensure the least amount of movement possible.

  • Hold the iPad flat - A different angle may produce a glare or hinder the scan from being completed.

  • Try again - Sometimes the first scan doesn’t pass. If this happens, try again and follow the steps above.

When these steps have been followed and the document is still unable to be verified, there are likely two reasons:

  1. The document has an issue that is causing it to not read and is unable to be verified.

  2. The document is counterfeit.

Does the ID scan validate the name from the ID to the name on the guest card?

After the leasing agent scans the ID, the next screen is the contact form for the guestcard. Currently the leasing agent needs to ensure that the name on the ID matches the name on the guestcard - this is to ensure that if the legal name of the visitor is different than how they submitted their lead information, then the agent can make updates on this page. Soon, we will add a notification in this part of the process to make this more obvious.

Under what circumstances will the ID scan not work?

Knock uses a globally-trusted ID-provider trusted by Experian, Paypal, Capitol One, Mastercard and many more to ensure the best quality service to our clients. There are certain instances where ID’s that are not invalid appear as “invalid”. Those instances may include, but are not limited to:

  • Smudging, scratches, or damage on critical components of OCR or MRZ information

  • Smudging, scratches, or damage on barcodes

  • Cracked or damaged plastic

What forms of ID’s are accepted?

Knock’s ID scanner is able to capture the OCR & MRZ information on government issued driver's-licenses from all 50 states and passports from nearly 200 countries.

How do I scan a passport?

To scan a passport, only the front page needs to be scanned. Open the passport booklet, hold as still as possible, and scan the front of the document.


The Tours Experience

How do I run a live video tour?

You can host live video tours following the step-by-step instructions laid out here:
http://support.knockrentals.com/en/articles/3968798-hosting-a-live-video-tour

Can we stop and start a tour if the screen goes blank? What happens if we do?

If you need to stop a tour, you can pick it back up again from the home app screen by re-opening the app and re-selecting the prospect via “Today's Tours” option on your To-Do list.

Will prospect preferences sync over to the desktop app?

One of the best parts of Knock Tours is that all front office leasing tools are under one platform, so when changes are made to a guest card in one platform, the others automatically update to reflect the changes ensuring high-quality and consistent data. When making changes to the prospect information the information that will auto-update are:

  • Bedroom preferences

  • Bathroom preferences

  • Preferred budget

  • Prospect name

  • Prospect phone number

  • Prospect email

  • Prospect opt-in status

  • Pet preference

  • Preferred unit preference

How do we send them a link to apply, and where does that live? Knock or PMS?

Knock Tours is designed to drive more on-site conversions, so ensuring applications are set up will play a large part in the process. Once Knock sends an automated follow-up, the quote will be in the prospect’s inbox. For PMC’s that have URL’s for applications, you are able to add this in Knock, and it will arrive in the quote as part of the automated follow up.

How does the automated follow-up work?

The leasing professional will be prompted to send a quote after the tour via Tours. After that, the lead will generate on the ToDo page under Post Tour Follow Up so the leasing professional can send that customized follow up.

What does the heart icon mean? And how does it work?

The heart icon allows the agent to indicate which unit the prospect loved the most! This will populate the preferred floorplan and will populate as an option to quote to the prospect after the tour.

What happens if I lose wifi or cell service during the tour?

Knock Tours is enabled to work with or without wifi!

How does Knock Tours handle the creation of “show” events in desktop?

In order to create a “show event” , agents must click “end tour” at the end of the tour.

Why don't our visits match?

When a prospect tours multiple homes, this is considered one visit with multiple shown units. So if a prospect tours five units, this will count as one tour and not five tours.

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