---
title: "Frequently asked questions (FAQ)"
description: "Short answers about contacts, orders, CRM, MLS and support."
---

## How does a contact differ from an order?

A contact is a person or organisation. An order is that contact’s specific request to sell, buy, let or rent property. Keep the work history for a particular request in its order.

## Can a contact have several orders?

Yes. A client may be selling an apartment and letting commercial premises. Keep one contact record and create two orders with their own requirements and assigned employees.

## How does CRM differ from MLS?

CRM is your agency’s working database. MLS is the exchange for working with partners and their orders. Publishing an order in MLS and [publishing a listing on est.ua](/docs/en/orders/publish-on-est) are separate actions.

Access to view and change information depends on the [employee’s role](/docs/en/employees/roles-summary), agency settings and the terms of partner collaboration.

## What is a matching order?

It is a request from the other side of a transaction that fits your order’s requirements. For example, a request to buy an apartment is matched with sale offers. Check the terms, shortlist suitable options and proceed to negotiations and viewings using [the main workflow](/docs/en/general/workflow).

## Where can I get help?

Start with [First steps in SOM](/docs/en/general/first-steps) or search the knowledge base. Send questions about using SOM, getting connected or payment to [support](/docs/en/general/support): [support@est.ua](mailto:support@est.ua) or [Telegram @house_bythesea](https://t.me/house_bythesea).