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Questions offices ask

Straight answers to what leadership wants settled before a pilot. If yours is not here, ask on the call and it will be.

Ownership and rep turnover

Who owns the customer relationship and the data?
The office. Customers, referral partners, referrals, conversations, opt-out records, and phone numbers belong to the office's accounts. R2 Roadmap processes that data only to run the service. Reps use the accounts; they do not own them.
If a rep pays the monthly seat, does that change ownership or control?
No. Who pays the invoice does not change who owns the data or controls the account. We recommend the office pays, because a rep-paid seat invites the argument later.
What happens when a rep resigns, is terminated, or stops using the system?
The office admin marks the rep terminated on the dashboard and names a replacement. In one action the rep's login is revoked and every partner and open referral moves to the replacement, with a record of who did it and when. The rep's user is removed from the account, and the account and its phone number stay with the office.
Can customers, conversations, and seats be reassigned without another setup fee?
Yes. Seats follow the active rep count, so the departing rep's seat drops off and the replacement's seat starts, with nothing to buy. Contacts and conversations stay in the account and are reassigned.
If a homeowner responds after the rep has left, where does it go?
To the same account and phone number, which now belong to the replacement rep. Nothing routes to a departed rep's personal phone, because the number was never on it.
Can a departing rep retain or export customer information?
Not through the service. The login is revoked at termination and the rep's user is removed from the account. What a rep memorized is a matter for the office's employment agreement.

Seats and cost

Are seats transferable between employees?
Yes. A seat is a count, not a name. Terminate one rep, add another, and the count is unchanged.
Can individual seats be canceled?
Yes. Seats are billed on the office's active rep count each month. Terminate a rep and the seat stops with the next invoice. There is no minimum during the pilot.
Are there volume discounts?
Two are built in. Seats are capped at 32 per office, so every rep past 32 is free. 3 or more offices under one owner take 10 percent off each office's platform fee.
How does the pilot work?
60 days on seats only, with no platform fee and no onboarding fee. Pick a handful of reps, connect the office, and the dashboard shows referrals received, sold, and paid, link opens, and partner activity by day 60.

Compliance

How are consent, opt-outs, and Do Not Call handled?
Consent is captured where the referral is created: a homeowner who submits a partner's link agrees on the form to calls and texts from the named rep, with STOP language and the rate notice, stored with a timestamp. Every text honors STOP, which marks the contact do-not-disturb immediately and stops every workflow. Every email carries an unsubscribe link. Do Not Call requests are recorded the same way.
How does the service stay in sync with our company Do Not Call list?
The office provides its list, matching contacts are marked do-not-disturb at onboarding and on a schedule the office sets, and new referral contacts are checked against it before the first message. A live connection to a dialer's list is a second-phase item quoted separately.
If a homeowner opts out, where is that recorded?
On the contact in the rep's account, with the channel and timestamp, visible to management and exportable back to the office's own list.
Who is the sender, and where does liability sit?
The office is the sender. Messages go out from the office's own accounts and phone numbers, registered for business texting in the office's name. R2 Roadmap provides the consent capture, the opt-out mechanics, and the records. The agreement allocates responsibility on that basis: the office for consent and scrubbing on any list it supplies, R2 Roadmap for consent captured on forms it hosts and for the opt-out mechanics working.

Data security

Is our customer data ever sold, shared, or used outside the service?
No. Never sold, never shared with anyone outside the providers that run the service, never used to train anything or market to anyone. This is in the agreement.
How is customer data protected?
Encrypted in transit and at rest, stored in United States regions. Every office is isolated at the database level, and the role rules are enforced in the database, not only on the screen: admins see their office, reps see their partners, partners see only their own referrals with the referred person's details hidden. Backups are daily. A confirmed breach is reported to the office within 72 hours.
What happens to our data if we end the relationship?
The office receives a full export within 30 days (contacts, partners, referrals, conversations, opt-out flags), and the data is deleted after the export is confirmed. The accounts and phone numbers can also be transferred to the office intact.

Visibility and routing

What does the management dashboard show by rep, and can it be exported?
For each rep: partners enrolled, referrals received, sold, installed, and paid, referral link opens, messages triggered, ladder position, and last activity. Referrals and reps export to CSV.
Can management see homeowner responses, rep follow-up, and inactivity?
Yes. Replies and follow-up live in each rep's account, which is provisioned under the office; management has a login to every rep account. Inactivity shows on the dashboard as last activity by rep, and the office can turn on a manager alert for conversations unanswered after a set time.
What happens when a homeowner replies with a service, installation, or financing question?
The reply lands in the rep's inbox, and a shared office inbox lets management see it too. During onboarding the office names where each kind of issue goes, and the rep or a manager hands the conversation to that person from the same screen. The homeowner keeps texting one number and sees one thread.
Is there an escalation if a rep does not respond?
Yes, when the office turns it on: a manager is notified when a conversation is unanswered after a set time, for example two business hours, and again the next morning.

Support

If something breaks, what is the support and escalation path?
First line is R2 Roadmap, by email and phone, with one owner who knows the office's setup. An outage or messages not sending: response within one hour in business hours and four hours outside them, with updates every four hours until resolved. A feature broken for one rep or one screen: response within four business hours, fix or workaround within two business days. Questions: one business day. Issues in the underlying platforms are escalated by us to those providers, and we relay status. Every incident gets a short written summary.
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