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Connect Services in Brivity Transactions

This article explains what Connect Services is, which Brivity transaction types support it, how to set it up, how referral timing is calculated, how to check or change referral status, and how to troubleshoot common issues.

1. What Connect Services Is

Connect Services is a home services concierge feature built into Brivity transactions. It connects a buyer or tenant client to a nationwide network of trusted service providers to help them get set up for their move. It is offered at no cost to PLACE teams and their clients.

2. Account Requirement

A Team Operator or a member of the Operations team must complete Connect Services' free partner sign-up form before the feature becomes available to agents in Brivity. If an agent does not see the Connect Services section in a transaction, this is the first thing to check.

3. Where Connect Services Applies

Connect Services is available only in Buyer and Tenant transactions. It is not available in Seller transactions, and it will never appear there. This is expected behavior, not an error.

Important note for PLACE Partners: Envoy Mortgage does not send Connect Services referrals on behalf of PLACE customers. PLACE Partners must send referrals directly through Brivity.

4. Requirements Before Starting a Referral

Before setting up a referral, confirm all of the following:

  1. The transaction is a Buyer or Tenant transaction.
  2. The correct client is linked to the transaction.
  3. The client's contact information (phone and email) is complete.

If any required client information is missing, the referral cannot proceed until it is added.

5. Step-by-Step: Setting Up Connect Services in a Transaction

  1. Open a Buyer or Tenant transaction. The Connect Services section appears inside supported transactions. If it does not appear, confirm the transaction type is Buyer or Tenant (see Section 3) and that account setup (Section 2) is complete.
  2. Move the transaction to Pending. This triggers a setup window for configuring the referral. Note: this setup flow only triggers when a transaction is newly created as Pending or is moved into Pending status — see Section 8 for transactions already in Pending.
  3. Confirm the close date is accurate. Referral timing is calculated from this date (see Section 7).
  4. Select one client to receive the referral. Only one client can be selected per referral, even if multiple clients are linked to the transaction. Choose the person who should receive the introduction and communications.
  5. Review the selected client's contact information. If information is missing, Brivity will flag it and the referral cannot move forward until it is completed.
  6. Click "Update to Pending" to finalize.

If "Update to Pending" is greyed out: Verify that the close date is set to a future date and that a client has been selected for the referral. Both are required for the button to become active.

6. What Happens After Setup Is Completed

Once a supported transaction is moved to Pending and setup is completed:

  • The referral is prepared using the transaction's details.
  • The selected client receives an introduction email from the agent stating the referral was sent and that Connect Services will be reaching out.
  • The transaction's Connect Services section updates to reflect the current referral status.
  • The transaction timeline logs the date/time the referral was sent.

7. Referral Timing Rules

  • The referral is automatically sent to Connect Services 21 days before the close date.
  • If the close date is less than 21 days away at the time of setup, the referral is sent immediately.
  • If the close date is changed while the referral status is "In Queue," the send date recalculates automatically based on the new close date.
  • If the referral has already been sent, changing the close date afterward has no effect on that referral.
  • If a support inquiry involves referral timing that seems wrong, the first thing to check is whether the close date in the transaction is accurate.

8. Transactions That Were Already Pending Before Setup

If a transaction was already in Pending status before Connect Services was set up, the referral does not start automatically. To trigger it: move the transaction out of Pending status, then move it back into Pending status. This re-triggers the setup flow, provided no referral has already been sent manually for that transaction.

9. Referral Status Definitions

Check status inside the transaction's Connect Services section or in the Connect Services portal.

  • Info Needed — Required client information is missing. Action: review and complete the selected client's contact details.
  • Disabled — The referral has been turned off for this transaction. Action: it can be re-enabled from the transaction if needed.
  • In Queue — The referral is set up and waiting to send based on the close date/timing rules in Section 7.
  • Referral Sent — The referral has already been sent to Connect Services. Confirm in both the transaction and the timeline.

10. Disabling, Re-Enabling, or Changing the Client on a Referral

  • A referral can only be disabled if it has not already been sent.
  • To disable: toggle the referral off in the Connect Services panel. Brivity will prompt for a reason for disabling it.
  • To change the client on a referral: first disable the referral, then re-enable it and select the correct client from the dropdown. The new selection applies when the referral is sent.
  • If a referral has already been sent and needs to be canceled, Brivity cannot do this — the agent must contact Connect Services directly at info@connectservices.com.

11. Frequently Asked Questions (verbatim scope for AI responses)

Q: Why don't I see Connect Services in my transaction?
A: Check three things in order: (1) Has a Team Operator or Operations team member completed the Connect Services partner sign-up? (2) Is this a Buyer or Tenant transaction? Connect Services never appears in Seller transactions. (3) Has the transaction been moved to Pending?

Q: Why can't I complete the referral?
A: The most common cause is missing client contact information. Review the selected client's details and complete any missing fields.

Q: Can I send the referral to more than one client?
A: No. Only one client can be selected per referral.

Q: What if I selected the wrong client?
A: If the referral has not yet been sent, disable it, then re-enable it and select the correct client from the dropdown.

Q: Can I turn the referral off?
A: Yes, but only if it has not already been sent. Disabling requires providing a reason. It can be re-enabled later. If it has already been sent, contact info@connectservices.com to cancel.

Q: Where do I check whether the referral was sent?
A: Check the Connect Services section in the transaction, and the transaction timeline for a timestamped record.

Q: What if my transaction is already Pending?
A: Move it out of Pending and then back into Pending to trigger the setup flow (only if no referral has been manually sent already).

Q: What should I do if the timing does not look right?
A: Verify the close date on the transaction first — timing is calculated entirely from that date.

12. Escalation

If an issue falls outside the scenarios above (for example, a referral that was already sent and needs to be canceled, or a technical error not described here), do not guess. Direct the client/agent to contact Connect Services at info@connectservices.com, or escalate to a human support agent.