ASM Attention & Needs Follow Up Tags — Logic Documentation
ASM Attention & Needs Follow Up Tags — Logic Documentation
This document describes the two automated lead-tagging systems that monitor follow-up activity on AustinTXRealty.com leads in Follow Up Boss (FUB): ASM Attention and Needs Follow Up. Both tags are applied automatically by SuperPortal based on agent activity, but they serve different audiences and operate on different timelines.
A quick comparison before the details:
| Needs Follow Up | ASM Attention | |
|---|---|---|
| Audience | Agents — signals who to follow up with | Managers — flags process violations |
| When it applies | Ongoing — re-evaluated continuously based on rolling activity windows | One-time — checks only the first 1 hour after assignment |
| Removable | Yes — automatically removed when agent catches up | No — permanent once added |
| Criteria changes over time | Yes — requirements ease as lead gets older | No — always the same 1-hour criteria |
| Note added on removal | Yes | Not applicable |
Part 1 — ASM Attention Tag
1. Purpose
The ASM Attention tag is an automated alert system designed to identify leads that have not received adequate follow-up from an agent within one hour of being assigned. When the required follow-up actions are not completed in that window, the lead is automatically tagged as "ASM Attention" in Follow Up Boss (FUB), alerting the team to step in.
2. Conditions for Tagging
A lead is included in the evaluation only if all of the following conditions are met:
- The lead's source is AustinTXRealty.com
- The lead has an assigned date that falls within the current evaluation window
- The lead has not been placed in a pond
- The lead has not already been tagged with "ASM Attention"
Leads that already carry the ASM Attention tag are excluded to prevent duplicate tagging.
3. The Follow-Up Evaluation Window
All activity checks — calls, emails, texts, and market updates — are only counted if they occurred within the first one hour after the lead was assigned. Any actions taken outside this window are not considered.
Lead Assigned → [ 1-Hour Window ] → Evaluation Runs
4. Tagging Criteria
The required follow-up actions depend on what contact information is available for the lead. There are three scenarios.
Scenario A — Lead Has a Valid Phone Number
When a phone number is present, the agent must complete all four of the following actions within the one-hour window. Failure to complete any single action will result in the lead being tagged.
| Required Action | Condition | Failure Reason Logged |
|---|---|---|
| Set up Market Updates | At least 2 Market Updates created | Did not set up 2 Market Updates |
| Send an Email | At least 1 email sent (via CP or FUB) | Did not send an email |
| Make a Phone Call | At least 1 outbound call made | Did not make a phone call |
| Send a Text Message* | Required if call duration < 60 seconds | Did not send a text message since call duration was less than 60 seconds |
* Note on the call + text rule: If a call was made and lasted 60 seconds or more, the text message requirement is automatically waived. A text is only required when a call is made but lasts less than 60 seconds.
A lead is tagged if any one of these four conditions is not satisfied.
Scenario B — Lead Has No Phone Number but Has a Valid Email
When there is no phone number but a valid email address is present, only two actions are required within the one-hour window:
| Required Action | Condition | Failure Reason Logged |
|---|---|---|
| Set up Market Updates | At least 2 Market Updates created | Did not set up 2 Market Updates |
| Send an Email | At least 1 email sent (via CP or FUB) | Did not send an email |
A lead is tagged if either of these two conditions is not satisfied.
Scenario C — Lead Has No Valid Phone and No Valid Email
If a lead has no valid phone number and no valid email address, it is skipped entirely and will not be tagged regardless of activity.
5. Adding the Tag
When the system determines that a lead qualifies for the ASM Attention tag, the following three actions are performed automatically:
- Tag Applied in FUB: The "ASM Attention" tag is applied to the lead's record in Follow Up Boss.
- Note Created in FUB: An automated note titled "ASM Attention Alert" is added to the lead's record. This note lists every specific action that was missed (e.g., "Did not make a phone call", "Did not send an email"), providing clear context for the reviewing team.
- Internal Record Logged: The tag event is recorded in the internal database for audit and reporting purposes.
The ASM Attention tag is permanent once added — there is no automated removal process.
Part 2 — Needs Follow Up Tag
1. Purpose
The "Needs Follow Up" tag is an automated system that monitors whether agents are consistently engaging with their assigned leads over time. Unlike the ASM Attention tag — which is a one-time check in the first hour — this tag is dynamic. It is added when an agent falls behind on follow-up activity and automatically removed once the agent catches up. This gives agents a clear, real-time signal of which leads require their attention.
2. Conditions for Tagging
A lead is included in the evaluation only if all of the following conditions are met:
- The lead's source is AustinTXRealty.com
- The lead has an assigned date on record
- The lead has not been placed in a pond
3. Requirements
The system does not apply the same criteria to every lead. Instead, it looks at how many days have passed since the lead was assigned and picks the appropriate set of requirements from the table below. As a lead gets older, the expectations become less frequent — but follow-up is always required.
Additionally, the required actions differ based on what contact information is available for the lead:
- Leads with a valid phone number require calls and texts.
- Leads with only an email address require emails instead.
| Days Since Assignment | Activity Window | Phone Lead Requirements | Email-Only Lead Requirements |
|---|---|---|---|
| 0 – 1 day | Last 48 hrs | 2 Market Updates + 1 Call + 1 Text | 2 Market Updates + 2 Property Comments + 1 Email |
| 2 – 3 days | Last 48 hrs | 1 Call + 1 Text | 1 Email |
| 4 – 5 days | Last 48 hrs | 1 Call + 1 Text | 1 Email |
| 6 – 7 days | Last 48 hrs | 1 Call + 1 Text | 1 Email |
| 8 – 9 days | Last 48 hrs | 1 Call + 1 Text | 1 Email |
| 10 – 14 days | Last 48 hrs | 1 Call + 1 Text | 1 Email |
| 15 – 30 days | Last 7 days | 1 Call + 1 Text | 1 Email |
| 31 – 90 days | Last 14 days | 1 Call + 1 Text | 1 Email |
| 91+ days | Last 30 days | 1 Call + 1 Text | 1 Email |
Important — Activity Window: The activity window is a rolling lookback from the current moment, not from the assigned date. For example, for a lead in the 15–30 day bucket, the system checks whether a call and text were made in the last 7 days from today.
4. Tagging Decision
If any single required action is missing within the activity window, the lead is tagged with "Needs Follow Up". All conditions must be met to avoid being tagged.
For example, for a phone lead that is 5 days old:
- If no call was made in the last 48 hours → tagged
- If no text was sent in the last 48 hours → tagged
- If both a call and a text were made in the last 48 hours → not tagged
5. Adding the Tag
When a lead is determined to need follow-up, the following three actions are performed automatically:
- Tag Applied in FUB: The "Needs Follow Up" tag is added to the lead's record in Follow Up Boss without affecting any existing tags.
- Note Created in FUB: An automated note titled "Added Needs Follow Up Tag" is added to the lead. The note clearly lists every missed action (e.g., "Did not make a Phone Call", "Did not set up 2 Market Updates") and explains whether the tag was added because of missed initial follow-up or missed ongoing follow-up.
- Internal Record Created: The tagging event is recorded in the internal database and the lead is flagged so it can be monitored for tag removal.
6. Removing the Tag
This is the key difference from the ASM Attention tag. The "Needs Follow Up" tag is not permanent. A separate automated process continuously re-evaluates leads that are currently tagged. If an agent has completed all required actions within the activity window, the tag is automatically removed.
The removal process performs the following:
- Tag Removed from FUB: The system fetches the lead's current tag list from Follow Up Boss, removes "Needs Follow Up" from it, and saves the updated list back.
- Note Created in FUB: A note is added to the lead stating: "Needs Follow Up tag has been removed by SuperPortal", providing a clear audit trail of the change.
- Internal Record Cleared: The tag record is deleted from the internal database and the lead's flag is reset so it can be re-evaluated in future runs.
This means a lead can cycle through being tagged and untagged multiple times depending on the agent's activity. Once an agent completes the required actions, the tag is removed. If they fall behind again, it is re-added.