When to use this
Use this source card when a resident, applicant, roommate, guarantor, helper, mover, or leasing contact asks whether keys are ready, whether someone else can pick them up, when a lockbox/access code will be sent, or whether a move-in can happen after documents or payments were submitted.
Human-review rule: key release is an authorization event, not a generic customer-service reply. A property manager should verify lease status, payment ledger, required documents, insurance/ID proof, authorized pickup person, key log, office/lockbox procedure, and local policy before confirming access or move-in readiness.
Copy/paste key pickup source card
| Field | What to verify | Example / options |
|---|---|---|
| Resident/applicant and unit | Name, unit, application/lease ID, portal account, and authorized communication channel. | [Name], [Unit], [Lease ID] |
| Lease status | Fully signed, countersigned, pending signer, pending manager review, expired link, or not approved. | Fully signed by resident; countersignature pending. |
| Ledger/payment clearance | Deposit, rent, move-in fee, holding deposit, balance, returned payment, payment-plan exception, or accounting review. | Deposit posted; move-in fee pending. |
| Required document clearance | Renter insurance, ID, utility setup, pet paperwork, income/screening condition, assistance paperwork, or move-in condition forms. | Insurance received but not reviewed. |
| Authorized pickup person | Named leaseholder, authorized agent, roommate, co-signer, helper, mover, caregiver, or third party; confirm policy and ID requirements. | Only leaseholder may pick up keys unless manager approves. |
| Pickup method | Office pickup, lockbox, smart lock, fob, gate code, mailbox key, amenity key, or vendor handoff. | Office pickup during staffed hours only. |
| Key/access log | What was issued, who issued it, timestamp, receipt/signature, deposit/fee, and return/activation notes. | 2 apartment keys + 1 mailbox key; receipt required. |
| CRM labels | Labels future staff or AI tools must see before replying. | move_in_key_review, key_release_not_cleared, authorized_pickup_pending, ledger_clearance_needed |
Resident-safe reply snippets
- Not yet cleared: “Thanks for checking. I do not want to promise key pickup or move-in access until the lease, required documents, payment ledger, and pickup authorization have been verified by the office.”
- Documents/payment received, review pending: “We can see that something was submitted, but key release requires approval of all required items. We will confirm the next step through the official office channel once review is complete.”
- Third-party pickup request: “If someone else will pick up keys, we need to verify the approved authorization process and ID requirements before confirming whether that is allowed.”
- Lockbox/access-code request: “For building security, we cannot send access codes or lockbox details until the account is cleared and the approved pickup method is confirmed.”
STOP AUTOMATION guardrails
- STOP AUTOMATION if AI is about to say keys are ready from “lease signed,” “payment sent,” “document uploaded,” “insurance attached,” or “approved in portal” without source-record clearance.
- STOP AUTOMATION if any signer, countersignature, ledger item, ID, insurance proof, utility setup, required form, or move-in condition is incomplete or ambiguous.
- STOP AUTOMATION if the requester is not clearly authorized to receive key status, access codes, lockbox instructions, or move-in clearance.
- STOP AUTOMATION if the reply would promise possession, early move-in, after-hours access, fee waivers, lock changes, code resets, legal/lease conclusions, or policy exceptions.
- STOP AUTOMATION if sensitive ID, insurance, payment, screening, accommodation, caregiver, or third-party authorization details are involved.
AI prompt for internal review
You are helping a property-management team review whether a move-in key pickup or access-code request is safe to answer.
Use only verified source fields. Do not invent lease completion, payment clearance, document approval, insurance validity, ID acceptance, authorized pickup, office-hours exceptions, lockbox instructions, key release, possession rights, or fee waivers.
Resident/applicant and unit: [paste]
Lease/application ID: [paste]
Lease signature/countersignature status: [paste]
Payment ledger status: [paste]
Required documents and approvals: [paste]
Authorized pickup person and ID policy: [paste]
Pickup/access method requested: [paste]
Office hours / lockbox / smart-lock rules: [paste]
Key/access log requirements: [paste]
CRM labels/history: [paste]
Return:
1. Safe one-sentence acknowledgement.
2. Missing source checks before key release.
3. Whether key pickup/access-code release is cleared, not cleared, or needs manager review.
4. Authorization, privacy, payment, or sensitive-data concerns.
5. STOP AUTOMATION triggers and manager/legal/compliance review notes.Use this inside a larger resident-response system
This checklist is a free companion resource from Horizon Flow. The paid Local Lead Rescue System expands this source-card pattern into missed-call, resident-message, maintenance, quote follow-up, and CRM handoff templates with human-review guardrails.
Start with the free missed-lead checklist or browse the Horizon Flow resource hub.