Buyer contact
When you list your home on the MLS, real estate agents and buyers may discover your property through different channels. Understanding how those channels work helps explain why your contact information may appear differently on the MLS than it does on Zillow, Realtor.com, and other real estate websites.
There are two types of people who will see your listing: licensed real estate agents (Realtors) and non-Realtors (the general public). The information available to each group—and how they contact you—is different.
Licensed real estate agents search the MLS for properties matching their buyers' needs. When they find your listing, they can view the seller's contact information and showing instructions provided through the MLS.
Agents can call, text, or email you directly to arrange showings, ask questions, or discuss offers according to those instructions.
Your MLS listing proof shows how this information appears to real estate professionals.
Buyers without professional MLS access typically discover your property through websites such as Zillow, Realtor.com, Redfin, and other consumer real estate portals.
These websites generally display the listing brokerage's contact information rather than the seller's personal phone number.
Calling the broker's phone number is the most direct way to reach the seller. When a buyer calls and enters the property's house number, our automated phone system forwards the call directly to you, the seller. For land listings, calls are typically routed using the property's ZIP code or MLS number.
Features such as "Schedule a Tour" or "Contact Agent" are controlled by the website itself. These inquiries may be directed to participating buyer agents rather than to you or the listing brokerage.
Third-party websites control their own layouts and contact features, so the exact presentation may vary.
One of the most common questions sellers ask is whether buyers will still be able to call or message them when their property appears on Zillow through an MLS listing rather than a For Sale By Owner (FSBO) post. The examples below illustrate how contact information is displayed in each situation and how buyer inquiries can reach the seller.
Illustrative example — not an actual website
When an owner posts a property directly on a consumer website, the platform may display the owner's contact information or provide a way to contact the owner.
Illustrative example — not an actual website
When a property is listed through the MLS, consumer websites generally identify the listing brokerage rather than displaying the seller's personal contact information. Separate tour-request or agent-contact features may connect buyers with participating agents.
Here are six common situations sellers may encounter after their property is listed through the MLS, and what typically happens when a buyer or real estate agent wants to get in touch.
A licensed real estate agent discovers your listing through the MLS. The agent can access your contact information and showing instructions and contact you directly to schedule a showing, ask questions, or discuss an offer.
An interested buyer discovers your home on Zillow. Although your personal contact information generally isn't displayed publicly, the listing brokerage's contact information is available. The buyer can use that information to inquire about your property.
A buyer calls the brokerage telephone number displayed with your listing. Depending on the participating brokerage, the call may be forwarded directly to you through an automated system or handled by the brokerage.
A buyer clicks Zillow's “Schedule a Tour” or “Contact Agent” button. These features are operated by Zillow and may connect the buyer with a participating buyer agent rather than directly with you or the listing brokerage.
A buyer discovers your MLS listing on another real estate website. The listing may display the brokerage's contact information alongside website-operated inquiry options. The destination of an inquiry depends on which contact method the buyer uses.
A buyer's agent wants to present an offer on your property. The agent uses the MLS contact information and applicable brokerage instructions to communicate with you and coordinate the offer process.
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