This article will run through the text concierge process from initial setup to managing your contacts in your CRM. If you do not have access to Text Concierge please reach out to your sales rep for more details.
In the setup process make sure to fill in all the fields in the Text Concierge tab within the quick setup tool. In the Concierge Team Notes, please define what you would like us to do with leads that need to be prequalified, rental leads, and leads that are currently working with an agent. We also recommend you put any questions you want to be asked during their conversations. Ie: Are you currently working with an agent? Have you been pre-qualified? etc. Please feel free to also add notes on things you do DO NOT want to be asked. Finally, make sure to include the best days and times are to set an appointment.
You can access the contacts that are sent to your CRM or that you manually add via the contact tab located in the admin menu bar. Let's first set up a saved search filter that helps you quickly identify which contacts are being pushed to your CRM via our lead service.
After selecting Contacts in the menu bar select the filter option to the left of the "search contacts" bar
Open the filter and select "website" via the "Contact Source Category" dropdown. That will trigger a "Contact Source Detail" dropdown to appear where you can select "Propertybase leads". This will pull up all leads that have been sent to your CRM via our leads service.
Now that we have this search created let's save it as a quick filter in the system so you can reference it easily in your CRM. On the results page select the "Save Filters" option and name your filter. This filter could be called "Propertybase Leads"
Once this is complete you can select this saved search in the future via the down arrow to the right of the save filter button. This will automatically pull up a list of all contacts sent from our leads service. Let's click on a contact and take a look at the information provided.
Viewing a Contact
Now that you understand how to locate and search through you contacts let's talk about some key factors that you need to take into consideration when you actually select a contact to view by clicking on the contact name.
- A contact can only be contacted by Text Concierge if they have given us their cell phone in the capture process. If you do not see a cell number then they are not be engaged by the TC team.
- You can select "Claim a Lead from Text Concierge" when you want to take the conversation over yourself. Once selected that button will convert to "Send Lead to Text Concierge" if you want to send the lead back to the TC team.
- The notes section is a great way to add personal notes and stay on top of your contacts in the system.
- The Text Concierge sections allows you to actually view the history and progress our text concierge team is making with your lead.
Tracking Text Concierge Progress
Click into a contact and select "Text Concierge" on the bottom left of the screen to access your command center for all things Text Concierge as it pertains to that particular lead.
First, move into the "Conversations" tab where you can actually see the message being sent from our team and the responses from the prospective lead. Once again, if you want to take this over yourself you can select "Claim lead from Text Concierge"
Next, lets select Timeline to get a history of how this lead was pushed into your system. You can actually view the physical landing page they converted on by selecting the landing page link. This will give you a solid understanding of their conversion experience online.
At times you may notice a "Lead data found" section with additional info on the lead. This information is pulled from a public database after matching with the information a lead supplied when filling out the landing page. Not ALL leads are matched with public databases so this additional info in not 100% guaranteed.
When a meeting or interaction is schedule by text concierge you will get an email and text notification. Lookout for urgent messages and appointment notifications; this means its time for you to take over a conversation. You can view all your appointments by selecting "tasks & events" and filtering by "Follow- Ups"