Inbound Lead Manager

Daily Lead Take Over & Hand Off

• Agents sign up for Lead Duty and are then forwarded our marketing phone calls and receive leads via FollowUpBoss through the Group function.
• You can view the Leads Duty calendar at this link. It's a good idea to subscribe to it so you can view it within your own calendar (toggle it off when you're not managing leads duty.)
• Phone Forwarding: Here's the video that shows how you add the agents phone numbers who are on buyer lead duty to the CallRail (which forwards phones to them.) On the weekend, you forward the calls to Ruby & MoneyPenny always - 512-270-2607 & 843-233-9747, do not add agent's phone numbers to it and you never "prevent voicemail" but during the week when the calls are sent to agents, it's always "prevent voicemail."
  • Weekday Phone Forwarding: The Call Flow is a 2 step process. The phones go to the duty agent(s) for 30 seconds with "prevent voicemail" box checked. The next step is that it goes to Ruby with "prevent voicemail" NOT checked for 60 seconds. https://www.loom.com/share/c57ba202c0d04d96a34756ee8bc17d00
  • Weekend Phone Forwarding: Weekend phones always forward to Ruby & MoneyPenny 512-270-2607 & 843-233-9747 with "prevent voicemail" NOT checked. On the weekend, login and go to Call Flows, then check to make sure the settings are correct: https://www.loom.com/share/cccf4d42a0e7479ab14da632f4712cf8
• FollowUpBoss Groups: These can't be scheduled, so we have to add and remove agents in real time. Buyer lead duty agents go to Lead Duty - Buyers and seller lead duty agents go to Lead Duty - Sellers. Screenshot here. If no agent has signed up for any leads duty, assign them to Adam Cadenhead.

Buyer Lead Duty

• Buyer lead duty is in 3 shifts during the week and 2 shifts on the weekend.
• Weekday shift changes are at 8am (as soon as you start work), 12/noon, and 4pm. When you start work, immediately change the Lead Duty agents. At 12/noon, make the change, and at 4pm, make the change.
• Weekend shift changes are at 8am (as soon as you clock start work) and 1pm. When you start work, immediately change the Lead Duty agents. At 1pm, make the change.
• To change Lead Duty, look at the calendar to see who is on and go to FUB > Admin > Groups and look at the Leads Duty - Buyers Group.
• Remove the agents who are currently in the group and add the new agents. Email the old agents and the new agents. Say "Old agent names - you're off Lead Duty. New agent names - you're on Lead Duty."

Seller Lead Duty

• Seller Lead Duty is one 24 hour shift with 2 agents per shift.
• When you start work, immediately change Lead Duty.
• To change Lead Duty, look at the calendar to see who is on and go to FUB > Admin > Groups and look at the Leads Duty - Sellers Group.
• Remove the agents who are currently in the group and add the new agents. Email the old agents and the new agents. Say "Old agent names - you're off Lead Duty. New agent names - you're on Lead Duty."
• Login to REB Interests Google Workspace. Go to sellerleads@ group and remove the old agents and add the new. Keep Eric in this group always. https://admin.google.com/ac/groups/02koq6562v8dwwx

Inbound Lead Type

• FollowUpBoss Leads - The majority of our leads are routed through FollowUpBoss and are automatically assigned to the correct group. You don't need to do anything here.
• Yelp - We receive Yelp messages to leads@bramlettresidential.com. You will have to respond to these messages, input the lead into FUB, and assign the lead.
• Google My Business - We receive messages through GMB. You will have to respond to these messages, input them into FUB, and assign the lead.

FUB

If the lead received on FollowUpBoss is related to rental/lease, assign it to the “Buyer Broad” group.

Google My Business / Local Services

1. The customer has given us contact information. In this case, message them immediately through the Lead inbox app, "Thanks so much for reaching out! We'll be in touch asap. ~Rida" Add them to FUB, put the source as "Google Local" and assign appropriately.
2. The customer has not given us contact information. In this case, message them immediately through the Lead inbox app. Here are a couple of templates (1st one is preferred as we like to give them a custom response). "We'd absolutely love to help you with your purchase in {Area/Neighborhood}. And we work in the area quite a bit. Would you mind sending over your email address and phone number? Do you prefer email, phone, or text calls? (We can usually cover quite a bit in a short phone call.) Thanks so much!" "Thanks so much for reaching out! We'd absolutely love to help. Can you please send me your email & phone info and we'll be in touch asap? Thanks! ~Rida"

a. Wait for them to respond (you'll get an email when they do.) After they respond, message them "Thanks so much! We'll be in touch in just a few minutes."

b. Add them to FUB, tag the source as "Google Local" and assign them to the group appropriately.

Out of area - Thanks for reaching out! We’re a couple of hours away from {} and don’t cover that area, unfortunately. You can search for agents in your town or zip and you should be set!

Yelp

What's Important? Speed