Admin: Claiming Leads
Leads are the lifeline of your business. Whether you receive leads from a lead generation service, or through driving traffic to your site from SEO and PPC efforts, or both – Let’s understand more clearly how new leads are claimed from the second they arrive in your CRM.
Visitors that register on your main company website become a new lead and the contact record is assigned to the team member in the number one position of the Team Roster IF the Round Robin feature is set to OFF.
The broker or admin is then responsible to distribute those leads as they see appropriate.
If the Round Robin feature is set to ON, new lead contact records will automatically be assigned to agents the broker or admin has approved for participation in receiving leads.
Once a new lead is automatically assigned via Round Robin to an agent, email and push notifications, if using the mobile app, are sent to the assigned agent.
That agent has a specific amount of time, determined by the broker, to take action on that lead in order to claim it. If no action is taken, the lead is reassigned to another agent enrolled in the Round Robin lead distribution.
If the broker or admin has determined a schedule for pausing subsequent transfers after the first assignment, an agent will have the specified amount of time to claim their new lead after the pausing window has closed.
An agent can claim a new lead in several ways, including:
- Send an email
- Add a note to the contact record for the new lead
- Log a call for the contact
- Send an SMS message
- Add a To Do task for the contact
- Assign a Smart Drip Plan to the contact
- Send a bulk email to the contact
- Send a hot sheet email
Please note: Simply opening and viewing the contact by clicking on the link in the email or tapping on the push notification will not cancel future round robin transfer attempts.
If you receive leads from a lead generation service, leads may already come into the CRM pre-assigned to an agent. If this is the case, the Round Robin feature does not modify the assigned agent.
Lead Logic
Both the main and subdomain websites use specific logic to manage new leads. You may want to be aware how this is done to ensure fair lead routing.
For New Leads:
- If a visitor comes to Agent A’s subdomain and searches properties, no search history is logged yet because the user is not registered.
- Once the visitor registers or sends a message (contact us form), that lead is immediately assigned to Agent A (the subdomain they originally came from).
- After that point, the lead can navigate anywhere (other subdomains, main site, listings), but the lead ownership stays with Agent A.
For existing leads:
- All activity is logged to the existing contact record, and the lead remains assigned to the same agent, regardless of which subdomain or site section they are browsing.