Lauch Date: 5/11/2020

Last Update: 5/11/2020

Author Name: Ryan Graham

Author Title: Project Manager

Version: 1

Definitions:

Door Knocker - A process server or other person attempting to serve process.

Consumer - A person being served papers (Servee).

PURL - Personalized web page address (such as whoknocked.com/john.d).

Door Knocker Card - A card left by the Door Knocker with contact information.

IC Message - Intercom message.

Answer Bot - Automated responses provided by Intercom to Consumers.

Communication Workflow

1. Door Knocker leaves a WhoKnocked card (with a JobNum aka Reference Number).

2. Consumer finds the WhoKnocked Card.

3. Consumer visits the PURL provided (www.whoknocked.com/firstname.lastinitial).

4. Consumer clicks to be connected with the Door Knocker.

5. Intercom Message is generated.

6. WhoKnocked Admin reviews the intercom message and adds the applicable Door Knocker to the chat.

7. Door Knocker and Consumer communicate. Once communication commences there are most likely one of three outcomes: 1-Consumer agrees to be served; 2-Consumer advises the address is bad; or 3-Consumer stops communicating.

Detailed Workflow

1. Once the consumer clicks “Start Chatting”, an Intercom Answer BOT will ask the consumer to provide a series of questions. It is important to know; a conversation will generate in the General Mailbox of Intercom. After the consumer answers a question, the conversation will move over to the WhoKnocked Visitors Mailbox. The questions being asked to the consumer include:

1.a. May I have the reference number listed on the Card? Yes/ No

1.b. May I have your Name? (Consumer may enter a false name.)

1.c. May I have your E-Mail Address? (Consumer may enter a false email address.)

1.d. May I have your phone number? Yes/ No

1.e. Would you like to start chatting now? Yes/ No

2. Once the conversation has started, the WhoKnocked admin will need to add the Door Knocker to the conversation. You can add the Door Knocker by selecting the 3 vertical dots at the top right corner of the conversation box (See Section 3 on How to Obtain the Door Knocker’s email:

3. You will need the Door Knocker’s email address. The Door Knocker’s email address will generate inside the Intercom Conversation (*Only if the consumer provides a Reference Number).

3a. If the consumer enters the Reference Number, the Door Knocker’s email address will populate within the Intercom Message as a private note.

3.b. If the consumer does NOT provide the Reference Number, you will need to review the Recent Page Views section (Bottom right corner of the Intercom Message) to see which PURL the consumer landed on.

***IMPORTANT NOTE*** The Door Knocker will NOT receive a push notification via Intercom automatically. The Door Knocker instead will receive and email from intercom once they have been added to the chat. The Door Knocker needs to reply via email in order to communicate with the Consumer. You will have to notify the Door Knocker of this.

Scripts for responding to Intercom messages

Consumer questions: Why am I getting this card? Why did you come to my address?

-Process servers are required to attempt service at the address provided on the legal documents. Sometimes that address is accurate, sometimes it is not. Process servers must establish diligent effort to contact the named party at the address provided on the legal documents.

Consumer questions: I got this card, I think you have the wrong address. I received a card but it is for my neighbor, what do I do?

-You are under NO OBLIGATION to do anything with the WhoKnocked Card. You can let us know the card was left at the wrong address via our discreet and secure communication. We would suggest NOT taking the card to the correct address (if known). The WhoKnocked team will NEVER ask you to take the card to the correct address. If you are asked by a process server utilizing the WhoKnocked platform to do such a thing, please let us know by selecting the Intercom Icon (located at the WhoKnocked Home Page). Your report will be investigated. Your report will remain confidential.

Consumer question: I do not know if this is legitimate.

-Process servers are generally licensed and regulated.

Consumer questions: The process server is asking me a bunch of personal questions. What kind of questions should I expect from a WhoKnocked process server?

-We cannot regulate or censure what kinds of questions process servers can ask you. Process servers are expected to be courteous, professional, and conduct themselves as ambassadors to the legal profession (not as legal practitioners). The process server may ask how long you lave resided at the address and if you have any affiliation with the named party being served.

Consumer question: What is the case about?

-As a WhoKnocked admin, you should refrain from releasing details about the case (Plaintiff, Case Number, Anything contained in the Petition/Complaint. The goal is to facilitate service of process. The Process Server has to deliver the documents. Push for scheduling a date/time/place to get the documents served (please check customer restrictions on venue).

Consumer question: I want to work directly with the person suing me.

-Sure, but in order to let you know who that is…we need to get you the documents. Push for scheduling a date/time/place to get the documents served (please check customer restrictions on venue).

Consumer question: I think you are trying to make contact with a family member that used to live here.

-Great, are you willing to provide that information? If Yes, collect that information. If No, we must continue to make attempts at the address on the documents.

Consumer question: I filed for Bankruptcy protection.

-Ask for a case number. If the Consumer cannot produce/ provide a case number for Bankruptcy service should continue.

Consumer question: OK, I am wanting to accept service.

-Help establish a date/ time for service. Communicate that with the Door Knocker.