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lead_manager_texting [2016/12/07 21:53]
antonia
lead_manager_texting [2020/05/28 20:27] (current)
michaels
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 +#redirect https://​support.realgeeks.com/​hc/​en-us/​articles/​360038501633-Texting-Overview
 ====== Lead Manager Texting ====== ====== Lead Manager Texting ======
  
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 <​html><​iframe width="​640"​ height="​360"​ src="​https://​www.youtube.com/​embed/​C9alqV9KgoU"​ frameborder="​0"​ allowfullscreen></​iframe></​html>​ <​html><​iframe width="​640"​ height="​360"​ src="​https://​www.youtube.com/​embed/​C9alqV9KgoU"​ frameborder="​0"​ allowfullscreen></​iframe></​html>​
- 
  
 ===== Checklist for Set up ===== ===== Checklist for Set up =====
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 Before you and your agents can use the texting system an admin must enable the feature. ​ This can be accomplished from the [[https://​leads.realgeeks.com/​settings/​text_messaging | Text Messaging Before you and your agents can use the texting system an admin must enable the feature. ​ This can be accomplished from the [[https://​leads.realgeeks.com/​settings/​text_messaging | Text Messaging
-Settings Page]] ​ Please carefully review our [[http://​www.realgeeks.com/​texting-terms/​ | Terms of Service]] ​and Pricing before proceeding.+Settings Page]] ​ Please carefully review our [[http://​www.realgeeks.com/​texting-terms/​ | Terms of Service]]. This feature is included with your subscription.
  
-**To Enable the Feature follow this path: CRM > Settings > Text Messaging > Enable Texting+**To Enable the Feature follow this path: CRM > Settings ​> Communication ​> Text Messaging > Enable Texting
 ** **
-{{:step-1.png?640|}}+{{:lead_manager_texting:​enable-texting.png?640|}}
  
 Please also be aware that this feature only activates if the user has not already been contacted. Please also be aware that this feature only activates if the user has not already been contacted.
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 From here you can search for a new number to add.  You have the choice From here you can search for a new number to add.  You have the choice
 between a **local** or a **toll-free** number. ​ Sometimes there may between a **local** or a **toll-free** number. ​ Sometimes there may
-not be any numbers available in your desired area code, in that case you +not be any numbers available in your desired area code, in that caseyou 
-can choose one that is near by or search again for a toll-free. +can choose one that is nearby ​or search again for a toll-free. 
-Currently we only have numbers available in the US and Canada. ​+Currentlywe only have numbers available in the US and Canada. ​
  
-**To Add a Company Texting Number follow this path: CRM > Settings > Text Messaging > Add Number+**To Add a Company Texting Number follow this path: CRM > Settings ​> Communication ​> Text Messaging > Add Number
 ** **
-{{:​step-2.png?​640|}} 
- 
  
 +{{:​lead_manager_texting:​add-texting-number.png?​640|}}
  
  
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 Ask your agents what number they would like to use as their call routing Ask your agents what number they would like to use as their call routing
-number. ​ The CRN will be saved automatically as soon as you enter a ten +number. ​ The CRN will be saved automatically as soon as you enter a ten-digit number. ​ Converselytheir CRN will be deleted as soon as their
-digit number. ​ Conversely their CRN will be deleted as soon as their+
 field is empty. field is empty.
  
-**To Add Agent Call Routing Numbers follow this path: CRM > Settings > Text Messaging > Routing Number+**To Add Agent Call Routing Numbers follow this path: CRM > Settings ​> Communication ​> Text Messaging > Routing Number
 ** **
-{{:step-3.png?640|}}+ 
 +{{:lead_manager_texting:​texting-call-routing-number.png?640|}}
  
  
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 a lead when they get added to the Lead Manager. What message is sent to a lead when they get added to the Lead Manager. What message is sent to
 them depends on what source they came in from. You can manage these them depends on what source they came in from. You can manage these
-from the [[https://​leads.realgeeks.com/​settings/sign_up_auto_responder_texts ​| sign up responder texts]] settings page.+from the [[https://​leads.realgeeks.com/​preferences/templates ​| sign up responder texts]] settings page.
  
-If the lead is un assigned ​the lead manager will send the sign up auto+If the lead is unassigned ​the lead manager will send the sign up auto
 texts from the first admin. ​ Also, if the auto text for that lead's texts from the first admin. ​ Also, if the auto text for that lead's
 source is not enabled it will not send. source is not enabled it will not send.
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 __The Auto Responder text will NOT be sent to leads that have been manually added to the Lead Manager__ __The Auto Responder text will NOT be sent to leads that have been manually added to the Lead Manager__
  
-**To Configure ​Sign Up Auto Responder Texts follow this path: CRM > Settings > Templates > Sign Up Responder Texts > Create New+**To Create, Enable, and Share Sign Up Auto Responder Texts follow this path: CRM > Settings > Templates > Sign Up Responder Texts > Create New
 ** **
-{{:step-4.png?640|}}+ 
 +{{:lead_manager_texting:​texting-sign-up-auto-responder.png?640|}}
  
  
 **AUTO RESPONDER DELAY:** You have the option to delay the sign up auto responder texts a certain number of minutes. This makes the texts feel less automated.  ​ **AUTO RESPONDER DELAY:** You have the option to delay the sign up auto responder texts a certain number of minutes. This makes the texts feel less automated.  ​
  
-**To Set a Delay for Auto Responder Texts follow this path: CRM > Settings > Text Messaging > Immediately (in dropdown)**+**To Set a Delay for Auto Responder Texts follow this path: CRM > Settings ​> Communication ​> Text Messaging > Immediately (in dropdown)**
  
-{{:step-4a.png?640|}}+{{:lead_manager_texting:​texting-auto-responder-delay.png?640|}}
  
-**AUTO RESPONDER SET HOURS OF OPERATION:​** In addition to delay you have the option to set the hours of the day when you would like these automatic texts to go out.  Again making it feel less automated or if you don't want to send texts out in the middle of the night.+**AUTO RESPONDER SET HOURS OF OPERATION:​** In addition to the delayyou have the option to set the hours of the day when you would like these automatic texts to go out.  Again making it feel less automated or if you don't want to send texts out in the middle of the night.
  
-**To Set Business Hours for Auto Responder Texts follow this path: CRM > Settings > Text Messaging > During Set Hours+**To Set Business Hours for Auto Responder Texts follow this path: CRM > Settings ​> Communication ​> Text Messaging > During Set Hours
 ** **
-{{:​step-4b.png?​640|}} 
  
 This delays any texts made outside of business hours until your specified opening time. If a lead has been otherwise communicated with before that time then the text will not be sent out. This delays any texts made outside of business hours until your specified opening time. If a lead has been otherwise communicated with before that time then the text will not be sent out.
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 The Lead Manager features several different types of notifications that agents can receive based on the activities of the leads in their system. ​ The Lead Manager features several different types of notifications that agents can receive based on the activities of the leads in their system. ​
  
-You'll want to make sure you enable the text notification for "​Incoming text messages from leads"​. This  notification will be sent when an assigned lead sends a text message to the system text messaging number.+You'll want to make sure you enable the text notification for "​Incoming text messages from leads"​. This notification will be sent when an assigned lead sends a text message to the system text messaging number.
  
 **To Turn on Text Notifications for Incoming Text Messages from Leads follow this path: CRM > Settings > Notifications > Incoming Text Messages from leads > Email/Text **To Turn on Text Notifications for Incoming Text Messages from Leads follow this path: CRM > Settings > Notifications > Incoming Text Messages from leads > Email/Text
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 ==== Step 6: Template Texts ==== ==== Step 6: Template Texts ====
  
-Each of your agents must set this up individually.+Each of your agents must set this up individually, but Admins and Team Leaders can share their autoresponder templates with other users in the system.
 Just like with emails, we allow you and each of your agents to save some Just like with emails, we allow you and each of your agents to save some
 preformatted templates of text messages you can send to leads. You can preformatted templates of text messages you can send to leads. You can
-manage these in the [[https://​leads.realgeeks.com/​settings/​template_texts ​| Template Texts]] tab of the "​Templates"​ settings section.+manage these in the [[https://​leads.realgeeks.com/​settings/​templates ​| Template Texts]] tab of the "​Templates"​ settings section.
  
 **To Set Template Texts for efficiency when conversing follow this path: CRM > Settings > Templates > Template Texts > Create New **To Set Template Texts for efficiency when conversing follow this path: CRM > Settings > Templates > Template Texts > Create New
 ** **
-{{:step-6.png?640|}}+ 
 +{{ :lead_manager:​text_temp_1.jpeg?nolink ​|}}
  
  
 At any time you can add more or edit existing templates. At any time you can add more or edit existing templates.
 +
 +Merge Fields may be added to automatically insert Lead or Agent information,​ such as %%{{FIRST_NAME}}%% to insert the Lead's first name. (Note: merge fields are cannot predict character count, as the length of the inserted information may change per Lead or Agent.) Click [[merge_fields|here]] for a complete list of available Merge Fields (under CRM Merge Field).
  
 ====Step 7: Learning How to Initiate Texts==== ====Step 7: Learning How to Initiate Texts====
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 Every time the lead or the agent sends a text message, that will be Every time the lead or the agent sends a text message, that will be
-recorded as a lead activity. ​ These can be reviewed under the "​texts"​ tab+recorded as a lead activity. These can be reviewed under the "​texts"​ tab
 in the lead's activity history -or- through the following example. in the lead's activity history -or- through the following example.
  
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 Calls from the lead to an agent via the texting number and the agent'​s Calls from the lead to an agent via the texting number and the agent'​s
 CRN are recorded as lead activities as well. CRN are recorded as lead activities as well.
 +
 +===== Texting for Lenders =====
 +
 +1. Navigate to Settings > Communication > Text Messaging. Click "Add number"​
 +
 +{{::​lmlendernumbertexting1.jpg?​500|}}
 +
 +2. Enter an area code to start off and click "​Search"​.
 +
 +{{::​lmlendernumbertexting2-3.jpg?​500|}}
 +
 +3. "​Reserve"​ a number.
 +
 +{{::​lmlendernumbertexting3-2.jpg?​500|}}
 +
 +4. Select the "​Lender"​ option.
 +
 +{{::​lmlendertexting4.jpg?​500|}}
 +
 +
  
  
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 ==== I think someone else is using our text number to contact people. ==== ==== I think someone else is using our text number to contact people. ====
  
-In the event you believe someone outside of your company is using your text messaging number to contact people, please notify us immediately and include as much detailed information about the issue as possible including the affected texting number. We will contact our third party texting service to investigate whether or not your number has been compromised. In the meantime, you will also want to replace the texting number to stop the malicious activity. The chances of this happening are very rare.+In the event you believe someone outside of your company is using your text messaging number to contact people, please notify us immediately and include as much detailed information about the issue as possible including the affected texting number. We will contact our third-party texting service to investigate whether or not your number has been compromised. In the meantime, you will also want to replace the texting number to stop the malicious activity. The chances of this happening are very rare.
  
  
lead_manager_texting.1481147629.txt.gz · Last modified: 2016/12/07 21:53 by antonia