Communication logs can help protect agents in disputes
Documenting key transaction conversations can help agents reduce communication problems, support compliance and provide evidence when disagreements arise.
Communication logs can protect agents when customers or other parties later disagree about what was discussed during a transaction.
Communication problems increased transaction costs for 64% of real estate professionals in one study, and CRES Insurance reported an average cost of $15,000 for related errors and omissions claims, Inman recently reported.
A log should document substantive conversations affecting the price, terms, deadlines, disclosures or customer instructions rather than every routine message. Agents can simplify the process through CRM integrations, transaction platforms, brief spreadsheet entries or follow-up emails confirming what was discussed.
A clear, time-stamped record can make a file easier to audit and provide evidence of what was communicated if recollections later differ.
Source: Inman (08/03/26) Foy, America
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