# Five questions your agents ask every week, and where the answers should live

By Ty Morton (@tymorton) · Published 2026-10-26

Canonical: https://voce.com/@tymorton/five-questions-agents-ask-every-week-answers-live-hmf0ip

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Every office has its regulars. Not people... questions. The same handful come up again and again, and they almost always land on the broker or the front desk.

None of them are hard. That's the problem. They're easy enough that nobody writes the answer down, so it lives in somebody's head and gets asked again next week.

Here's how I think about it. Every recurring question needs a home, a place an agent can check without asking a person. Here are five that come up every week, and where I think each answer should live.

## "Where's the form for this?"

Forms are the classic. The agent knows the form exists. They just don't know which version is current or where it went.

The answer should live in a place your agents can search, not in a forms folder from a few office managers ago. In ToryOS, you can upload your forms to the Knowledge Base, and agents can ask our friendly robot where to look for what they need. She answers from the documents you upload.

The rule that makes it work: when a form changes, replace it in the Knowledge Base. Then the answer comes from the current version.

## "What's our policy on...?"

Commission splits, team rules, advertising rules, what to do when a deal goes sideways. These matter more than forms, because a wrong answer costs money or creates a compliance problem.

Policy answers should live in your own policy documents, not in a group chat and not in somebody's memory of what you said. Upload the policy manual to the Knowledge Base, and in the Ask Victoria chat, she answers from what you uploaded.

Some policy questions really need the broker, though. When she isn't confident on a question in the feed, or it's really a question for you, she saves a draft instead of posting. You approve or edit it in Teach Victoria under Draft answers. When she isn't sure, the answer waits for you, and you still decide the hard ones.

## "Is the conference room available Thursday?"

This one shouldn't need a person at all. If the way to know is to ask the front desk, the front desk becomes the schedule.

Room answers should live on a schedule everyone can check. In ToryOS, agents go to the Rooms page, with List View and Calendar View, and reserve a room themselves.

## "Is the sales meeting still on, and who's coming?"

Office events get announced here, changed there and forgotten somewhere else. Then the broker spends the morning of the meeting counting heads.

Event answers should live on the event. In ToryOS, you create it with New Event, and it shows up under Events, with List and Calendar views. An event includes these buttons:

-   Going, Maybe and Can't go
    
-   Add to Calendar
    
-   View Guest List, so you can check who's coming without chasing anybody
    

## "Where are the docs for this deal?"

Deal paperwork has a home already, and it's your transaction system. I don't think another copy belongs anywhere else.

What helps is seeing it from where your agents already work. In Client Hub, agents can keep their clients as a list or a pipeline, and start one with New Client Hub.

## What doesn't belong in a robot

An honest note. Our friendly robot answers from your documents, so the documents are the job. She doesn't set reminders for you, so keep your own. And don't count on her remembering what someone told her in chat. If an answer is wrong, fix the document, and the next answer comes from the fixed version.

That's the idea. Write it down, put it where agents look, and keep the hard calls with you.

If you want to see where your office's questions would live, Book a Demo at toryos.com/demo-signup.