What You Need to Know — Video Welcome Calls

Process update

Welcome Call via
CallPilot (Video Call)

Beginning 4/15, all Welcome Calls will be completed through CallPilot as a video welcome call — improving efficiency, tracking, compliance, and overall customer experience.

Effective April 15

Video welcome call

All applicable projects

Required starting April 15th. This process applies to all applicable projects beginning 4/15. Please ensure your teams are fully aligned with this updated process moving forward.

What's changing

All Welcome Calls will now be completed through CallPilot as a video welcome call. This enhancement improves process efficiency, tracking, compliance, and overall customer experience.

Homeowners will be able to find the link to join the Video Welcome Call directly inside their Home Monitor portal. The button inside Home Monitor will clearly display a "Join Welcome Call" option so customers can easily launch the video session.

What to expect on the welcome call

An applicant completing a welcome call with Skylight Lending should have already completed the lease agreement signature process before joining.

During the call, the applicant will be required to verify a few personal identification items. This is why a valid photo ID must be ready before joining.

The welcome call also covers the following:

Lease term review — all lease terms are covered to confirm the applicant fully understands the agreement

Identity verification — the applicant will be asked to verify personal identification items during the call

Q&A opportunity — applicants can leave any further questions they may have during the welcome call process and will receive a follow-up call from our customer service team to go over them

Before the call

Make sure the applicant has signed the lease agreement and has a valid photo ID ready before joining the Video Welcome Call. This will help keep the process smooth and efficient.

How homeowners access the Welcome Call

Homeowners log into the Home Monitor portal to access their Video Welcome Call link:

https://app.skylightlending.com/login

Returning homeowners

If a homeowner exits the page or needs to return later to complete the welcome call, they can log back in at the URL above to access the Video Welcome Call link at any time.

What your team needs to do

Please ensure the following are communicated to your teams and homeowners:

Your teams are informing homeowners that this is a video welcome call — not a standard phone call

Homeowners know they must log into Home Monitor at app.skylightlending.com/login to complete the welcome call

Customers are prepared with a valid photo ID when joining the call

Visual reference — Home Monitor welcome call section

Below is a screenshot showing what the Home Monitor welcome call section will look like for homeowners.

Home Monitor — Welcome Call section

What homeowners will see

The "Join Welcome Call" button will be clearly visible inside the Home Monitor portal, allowing customers to easily launch the video session with a single click.

Review time after the welcome call

Once the video welcome call has been completed, our review time is 24 to 48 hours. Please set this expectation with homeowners so they know what to expect after finishing their call.

Set the right expectation

Let homeowners know that after completing the Video Welcome Call through Home Monitor, the Skylight team will complete their review within 24 to 48 hours. No additional action is needed from the homeowner during this time.

Questions? Contact Skylight Lending installer support

If you have questions about this process change, reach out to the installer support team for assistance.