The problem: two agents, one customer
In a real estate office it is common for one agent to know a property that suits a customer a colleague is already working with, or for one customer to ask about two properties held by two agents. Without a written rule the argument starts: whose customer is this, who calls first, how is the commission split if the deal closes? These questions are usually settled after the deal, when everyone has already formed a view.
Isnad is meant to put the rule in place before the deal: a clear request with a note, a clear answer from the holder, a known percentage, a fixed time window, and a history the manager can open. This page explains what it does and what it does not do.
Isnad works inside one office
Isnad works between agents inside one office. An agent sends a request, with a note, on a customer held by a colleague in the same office. It does not reach into another office.
Cooperation between different offices goes through the broker and partner portal, which is available on request and is not switched on by default. If you work with brokers outside your own office, ask about it when you evaluate.
How a request works, step by step
- The agent opens the profile of a customer a colleague is following and sends an Isnad request with a note explaining why, for example a matching property.
- The request reaches the current holder of the customer and also appears in the requester's agent dashboard under Isnad requests.
- If the holder accepts, the customer becomes shared and the requester is added as co-agent.
- The default commission split applies: 60/40, the holder keeps 60 and the requester takes 40. The office sets the policy.
- If the holder declines or does not answer within 24 hours, a retention window starts.
- The window ends one of two ways: the holder wins the deal and the customer stays, or the deal is not won and the customer moves to the requester.
Accept, decline, no reply
| Case | What happens to the customer | What happens to the commission |
|---|---|---|
| Holder accepts | Customer becomes shared; requester added as co-agent | 60/40 by default, holder keeps 60; the office sets the policy |
| Holder declines | A retention window starts | The requester is not added as co-agent; commission follows office policy |
| No answer in 24 hours | A retention window starts, as with a decline | As with a decline |
| Window ends, deal not won | Customer moves to the requester | Follows the office policy after the move |
| Deal already won | The customer never moves | Stays with the deal owner under the recorded rule |
The retention window: fair to both sides
The window protects the holder from losing a customer just because someone asked, and it protects the requester from a customer who is left without follow-up. The default is three days, and the office can set it anywhere from one to seven days to match its pace. During that time the holder has to act and close; if not, the customer moves to the requester.
Won deals never move. A later Isnad request cannot pull a customer whose deal has closed. That limit is deliberate, so the tool cannot be used to claim the result of someone else's work.
History and audit
- Each request keeps its history: who sent it, when, with what note, and who accepted, declined or stayed silent.
- The start, end and outcome of a retention window are kept in the request history.
- The agent dashboard shows deals, expected commission, Isnad requests and customer links for each agent.
- A manager can open the history when there is a dispute instead of relying on memory or scattered messages.
From the split to the office's commission records
Isnad sets the split between agents inside the office. Commission rules, splits, approval and payment records at office level come from the Payroll and commissions module, which is part of the Office suite and is available on request, not switched on automatically.
If you want new customers spread across agents before any Isnad request, see lead distribution. The full picture sits in the real estate CRM page.
What the brokerage law says
We did not verify a specific legal text for this page, so we do not quote one. In general terms, the real estate brokerage law and the brokerage contract between the office and the owner or customer govern commission and a broker's rights. Each office should check the current text with the Real Estate General Authority (REGA) or a legal adviser before it sets a split policy.
EvaCore is an organising and recording tool, not legal advice, and 60/40 is a default the office changes, not a statement of the law.
What an office needs to start
- A management decision on the split policy: whether 60/40 stays or changes.
- A retention window between one and seven days; three days is the default.
- An internal agreement that Isnad is the reference when there is a dispute, not side chats.
- A short briefing for agents on writing a clear note with each request.
Before you begin
- Isnad works between agents in one office; cooperation across offices uses the broker portal, available on request.
- 60/40 is an editable default, not a legal opinion or legal advice.
- The office-level Payroll and commissions module is available on request, and EvaCore does not move money.
- The tool does not prevent personal disputes between agents; it provides a rule and a record the manager can rely on.
Frequently asked questions
- Does Isnad work between two different offices?
No. Isnad is between agents inside one office. Cooperation between different offices goes through the broker and partner portal, which is available on request.
- What is the default commission split?
60/40 by default: the holder keeps 60 and the requesting agent takes 40. The office sets the policy and can change it.
- What happens if the holder does not answer?
If the holder declines or does not answer within 24 hours, a retention window starts. The default is three days and the office can set one to seven. If the deal is not won when it ends, the customer moves to the requester.
- Can a customer with a won deal be moved?
No. Won deals never move, whatever the request.
- Does EvaCore record and pay the commission?
Isnad sets the split between agents. Office-level commission records are part of the Office suite, available on request. The system does not make payments itself.
- Is 60/40 what the law requires?
No. It is a default in the tool. Commission is governed by the brokerage law and the brokerage contract, so check the current text with REGA before setting your policy.