Team CRM - Real Estate
Written by Daniel Cass
Updated at March 13th, 2024
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Table of Contents
Teams
Teams provides enhanced lead management and communication tools, such as an advanced dashboard, improved lead profiles, and lead routing tools.
Max Teams offers communication tools like marketing automation campaigns, blast emails, automated greetings, and texting for teams that can now be sent from individual agents or the main brokerage.
Dashboard
The Dashboard provides metrics and information about the health of your leads and your business. This section will explain all charts and sections on the Dashboard page.
Agent Filtering
Administrators can view all agent lead activity and statistics, or use the Dashboard Filter to see data for a single agent.
This can be accomplished by clicking All Agents under VIEWING to the left of the Dashboard title, and selecting an agent form the picklist:
% with Activity
This chart displays the overall percent of your leads that have had at least one activity on your website in the past 30 days.
% Subscribed
This chart displays the overall percent of your leads that are subscribed to at least one subscription (subscriptions include Marketing Automation Campaigns, Market Reports or Email Alerts).
Action Center
The Action Center provides data on actions you have taken in the past 7 days to develop your leads, and suggested actions you can take today.
Under PAST 7 DAYS:
- calls logged indicates the number of times you have added a Call type note to a Lead under the HISTORY tab
- subscribers added indicates the number of leads you have added a subscription to
- lead updated indicates the number of leads you have updated the pipeline status
Under TODAY:
- Click on Call uncontacted leads. You will be directed to a lead search filtered to show only leads with the Uncontacted pipeline status. As you add Call notes to leads, this number will decrease until you hit your goal for the day.
- Click on Nurture unsubscribed leads. You will be directed to a lead search filtered to show only leads without a subscription. As you add subscriptions to leads, this number will decrease until you hit your goal for the day.
- Click on Update leads’ statuses. You will be directed to a lead search filtered to show only leads with a blank pipeline status. As you add a pipeline status to leads, this number will decrease until you hit your goal for the day.
Pipeline Status
The Pipeline Status chart displays the total number of leads in each of the following stages:
- Uncontacted
- Attempted Contact
- Nurturing
- Under Contract and Closed (YTD)
Note: Dead Leads are not included in the chart, and only leads closed in the current year to date are counted in the Closed (YTD) section.
You can hover over each section in the Pipeline Status chart to see what percent of your leads are in each individual pipeline stage.
Lead Sources
The Lead Sources donut chart displays all sources your leads are coming from. You can hover over each section of the donut to see what percent of leads come from that source.
Upcoming Dates
The Upcoming Dates box will display any Birthdays or Anniversaries coming up in the next 7 days. You can click on a lead’s name in the box to open up their record, and use their email or address to send them a well-wishing or reminder to help develop your relationship.
Lead Metric Comparisons - Past 12 Months
This section is a bar chart that can display 3 different types of metrics that have occurred in the past 12 months. The bar chart defaults to displaying Lead Actions.
LEAD ACTIONS
A bar chart that shows the total number of lead actions that have occurred on your website per month for the past 12 months.
VIEWED LISTINGS
A bar chart that shows the total number of listings viewed on your website per month in the past 12 months.
SITE SEARCHES
A bar chart that shows the total number of searches saved on your website per month in the past 12 months.
Lead Activity
This section displays site activity of your known leads. You can scroll to the bottom and click the VIEW ALL button to be directed to the Lead Activity page to view more lead activities that have occurred.
Enhanced Lead Profile
Lead Rating
Leads will receive a rating based on their behavior, letting you focus your efforts on your most valuable opportunities and spend time on the leads who matter.
All leads with activity in the past 6 months have a score attributed to them based on their activity, such as:
- Email click-thrus
- Property views
- Information Requests
- Favoriting a Listing
- Saving a Search
Lead Rating FAQ
How/where do I view lead ratings?
Clients can view lead ratings on both the individual lead record as well as on the lead list page.
How can I sort by Lead Rating?
On the Lead List page, click the Lead Rating column header to sort by rating.
Can I rate my own leads?
Lead ratings come only from user behavior data and cannot be adjusted manually. You can use Tags or the bookmark feature to easily categorize or highlight leads.
How often are lead ratings updated?
Lead ratings are calculated in real-time, but you might need to reload the lead list in order to refresh the lead data.
How is it calculated exactly?
Our system tracks all behavior from signed-in leads and feeds it into our lead scoring algorithm, which assigns scores based on the weight and recency of a lead’s various activity.
Bulk Edit Leads
Administrators can select multiple leads to assign, edit, delete, export and more.
- Navigate to Leads > Lead List.
- On the right side, select the checkbox next to every lead you want to edit.
- You can use the pagination buttons on the bottom to view more leads, and the leads on the previous page will remain checked.
- Click the Edit # Leads dropdown to reveal edit options. Click on the option you want to take on the leads you selected.
List of Edit Options
- Assign to Agent - select Tag(s) you want added to the leads selected
- Add Tags - select Tag(s) you want added to the leads selected
- Remove Tags - select a Tag you want removed from the leads selected
- Update Pipeline Stage - change the pipeline stage for all leads selected to the stage chosen
- Add to Campaign - add all selected leads to a Marketing Automation Campaign
- Delete - delete all selected leads, you will be prompted to confirm you want to delete all leads
- Export to CSV - download a CSV file with lead detail information for all leads selected
Lead Tags
You can create and apply Tags to your leads to make tracking, filtering, and categorizing your leads easier than ever.
Applying Tags to a Lead
- Navigate to a specific Lead’s record page.
- In the Contact box on the left, locate the field labeled Tags towards the bottom.
- Click on the Enter Tag field and begin typing in the Tag you want to apply to the lead.
- You can select a pre-existing Tag from the dropdown or create a new Tag by clicking the + button to the right.
- Once you apply a Tag, a grey chip with that Tag name with appear under the TagS field.
- You can remove a Tag from a lead by clicking the x button next to the Tag name.
Filtering/Searching Leads by Tag
You can go to the Lead Search page and filter your leads based on Tags.
- Navigate to Leads > Search Leads.
- Click the FILTERS button in the upper-right to open the Filter options.
- Select one or more Tags by checking a Tag that appears on the right side of the Filter options screen. Only Tags that have been applied to 1 or more leads will appear on the Filter options screen, to add a new Tag, type your new Tag name into the field Enter Tag....
- Click VIEW RESULTS to see all leads that match all the selected Tags.
Pipeline Stage
You can track your lead pipeline stages in the business development pipeline and gauge the health of your sales funnel.
Updating an Individual Lead’s Pipeline Status
- Navigate to a specific Lead’s record page.
- At the top of all Lead record pages is an interactive pipeline status bar.
- Click on any Stage in the bar to set your lead’s pipeline status.
- You can change a lead’s status to any stage at any time and revert to a previous stage in the pipeline if desired.
Filtering Leads by Pipeline Status
You can go to the Lead Search page and filter your leads based on their pipeline status.
- Navigate to Leads > Search Leads.
- Click the FILTERS button in the upper-right to open the Filter options.
- Select the filter criteria Lead Stage and select which stage(s) you want to filter by.
- Click VIEW RESULTS to see all leads that match the lead stages you filtered by.
Lead Filtering
Users can filter their leads list by a variety of criteria to drill down into their leads. This feature is only available for the Agent CRM product.
Accessing and Using the Leads List Filter
- Navigate to Leads > Search Leads.
- Click the FILTERS button in the upper-right to open the Filter options.
- Select a filter criteria by selecting an option for one of the dropdowns on the left-side, or selecting a tag on the right side.
- Every time a criteria is applied, a grey chip will appear at the top of the Filter options screen to indicate what filters are currently applied. You can remove a filter by clicking the x symbol in any grey filter chip.
- At the bottom of the Filter options screen, the blue VIEW button will indicate how many lead results match the applied filter criteria. To view the filtered leads, click the VIEW RESULTS button to be returned to the filtered lead results.
- Clicking the CLEAR button will clear all applied filter criteria.
NOTE: The number that appears in the FILTERS button in the upper-right of the lead search screen indicates how many filters are currently applied to the lead results.
List of Filter Options
- Lead Type - filter leads by Buyer, Seller or Renter type
- Lead Status - filter leads by Active, Inactive or Deleted lead status
- Starred Leads - filter leads by whether the lead has a star applied or not
- Subscribed Leads - filter leads by whether they are subscribed to a campaign/email alert or not
- Lead Source - filter leads by their lead source
- Tags - filter leads by tags that are applied to their lead record
Lead Type
You can classify all leads as being a Buyer, Seller and/or Renter, and filter by this classification.
Setting a Lead’s Type
- Navigate to a specific Lead’s record page.
- In the Contact box on the left, click the EDIT link.
- An Edit Contact screen will open. In the last field, you can assign a lead a type. You can give a lead just one type, or all three types: Buyer, Seller, Renter.
Enhanced Email Communication
Marketing Automation Campaigns
Marketing Automation allows you to create and send Campaigns, which are a series of scheduled emails that are sent to subscribers over a period of time. You can configure the time that elapses between when messages are sent. This is sometimes called drip email. Learn how to create and manage Campaigns in this section.
Default Campaigns
Your account comes pre-loaded with three campaigns to make it easy to start using Marketing Automation. You can send these campaigns as-is, or edit them to suit your needs. The campaigns that will appear by default when you click the Communications button are:
- General - Follow Up
- Buyer - Follow Up
- Seller - Follow up
Creating a Campaign
In the Control Panel, you can create a campaign under Communications > Campaigns and clicking the Add Campaign button.
You will be asked to name your campaign and select the type of smart content to be used. Once you save your campaign, you'll see it on the Campaign index page. You're now ready to create and schedule messages .
Copying, Deleting, and Deactivating a Campaign
Click the Action button of a campaign to access the following options.
- Copy - the settings, campaign messages and schedule will be copied into a new campaign called Copy of [original campaign name]. Subscribers are not copied with the campaign.
- Deactivate - pauses the campaign. Messages are not sent while a campaign is deactivated.
- Delete - removes the campaign. If you delete a default campaign accidentally, contact [email protected] to have it added back.
If you delete a default campaign, contact [email protected] and we will add the campaign back to your account.
Campaign Settings
To change the Settings on a Campaign, open the Campaign and select the Setting tab. In the Settings tab edits can be made to Name, Description, and the Smart Content type. When the smart content type is changed for an active campaign with current subscribers, the smart content type in the emails those subscribers receive will be changed with their next message.
Stats on the Campaign page
The campaign page has useful information about the performance of each campaign.
- Sent - how many messages have been sent
- Subscribers - the number of leads active on this campaign
- Opens - the percentage of emails that have been opened by subscribers
- Clicks - the percentage of subscribers who have clicked links in the messages
Text Marketing Automation
With iHomefinder’s drip texting functionality, your Marketing Automation Campaigns will send emails and text messages to leads who opt in to receive text messages. Texting seamlessly integrates with automated drip campaigns so you can manage all your communication from the same place.
Eligible Content
Using your chosen area code, our system will rent a 10-digit phone number exclusively to send your texts. When a lead who has agreed to receive texts is added to a Marketing Automation campaign with text messages included, they will be sent text messages on the campaign’s schedule.
What Can be Included in a Text
The software supports both SMS & MMS texting. You can text a lead emojis, images, gifs as well as recommended listings. The software also supports merge tags so you can easily include personalized information.
All personalized information in texts is determined by the lead the text is sent to. If a lead is assigned to an agent, then all information is customized to that agent and that lead.
Hybrid Texting Campaigns
When you opt into this feature you will have new hybrid (containing both text and emails) campaigns in your account. Make sure you change your automation rules to use these new campaigns!
Administrators can create new texting campaigns or modify existing campaigns with text messages.
Lead Responses to Text Messages
If a lead responds to a text message from a campaign, you will receive a notification with the lead’s response, the last text sent from your account and the lead’s contact information. The response will display on your account’s dashboard as well as the lead’s individual profile.
Administrators will see all responses to text messages, and can filter their dashboard to see responses to individual agents. Agents that manage leads can see their own lead’s responses to text messages.
Configuration
The first step to configure texting is to click Enable Texting Now under Communications > Texting. This will pop up a wizard where you will enter your texting number's area code, call forwarding number (in case a lead calls the texting number) and time zone.
Change your marketing automation rules so they point leads to one of the new hybrid texting campaigns, or a texting campaign you created on your own.
Individual Emails
Emails are called Messages in Marketing Automation. This section covers the key features you need to know when working with messages.
Creating a Message
Messages can be created from within a campaign. You can open an existing campaign or create a new one to add a message.
Click the name of the campaign to open it, then click the button to add a message
When adding a message to a campaign the following fields are required:
- Name - this is an internal field and will only be visible on the Messages page
- Email Subject Line - this is the text that will populate the subject line in the email sent to subscribers
All messages will include your default email branding header and footer when sent if this option has been selected on the Settings page. Email branding can be edited in the Optima Express plugin in the WordPress dashboard, or in the iHomefinder Control Panel if you are a Non-WordPress client.
To create the content of your message, drag and drop items from the right panel of the editor to insert them into the email body. To edit the properties of an item you’ve dragged into a message, click on it and the editable properties will appear in the right panel of the editor.
For example, if you’re adding a button to your email, after you’ve dragged the button item over to the message, click the button to insert the link destination or change the color and button text.
Adding Merge Fields to a Message
When writing a message, you can insert merge fields that will automatically include information such as your lead's name, your own name, and phone number. To see and select a merge field to add to your campaign message, click and drag over a text box into the message body and start typing a left curly bracket "{" inside. A pop-up menu will appear with the merge field options you can select.
Adding Images to a Message
You can add your own images to the message by clicking and dragging the Image item from the Content tab right into the message area. Clicking on the Image Block in your message content will bring up the image options on the right panel where you can select the image you want to display. You can either upload the image or enter in an image URL that is hosted elsewhere.
Clicking the Apply Effects & More button will bring up an additional menu where you can also make edits like resizing or cropping your image.
Stock Images
Free stock images are also available in Marketing Automation campaign message creation. To add a stock image, click the Images tab on the right, then in the search bar, enter any terms you want to filter images with. Once you find an image you like, you can click and drag it over into the message content area where you'd want it to appear.
Adding Video to a Message
If you have YouTube or Vimeo messages you’d like to insert in your email, drag the Video item into your message and click on it. In the right panel, paste the URL of your video and a thumbnail image will be included in the message. When subscribers click, they’ll be brought to your video.
Make sure to hit Save when finished. After hitting Save, the message page will appear.
Scheduling a Message
After your message is saved, you will be brought back to the message page to schedule your message.
Messages are scheduled relative to the message sent before them (the first message is scheduled relative to when the subscriber was added). Enter the days or minutes that should elapse before your message will be sent.
For example, if you’re adding a message you would like sent one week after the previous message, you should set the message to send after 7 days. The message will be automatically sent after the time is selected.
Message Order
Messages order can be changed by dragging messages into the desired order. New messages are added to the bottom of a campaign by default. The message order is automatically saved.
Message Actions
Messages have four possible actions:
- Copy - this creates and exact copy of the message at the bottom of the campaign
- Delete - this deleted the message and is not reversible
- Inactive - Messages set to Inactive are not sent to subscribers and are not factored into the campaign schedule. Messages below an inactive message will send after the time specified since the last active message. When changing the message type to inactive the reactivate option will appear.
- Reactivate - activates an inactive message
Changing the order of messages for campaigns with current subscribers
If the message order is changed on a campaign with subscribers, you risk sending duplicate content to those subscribers. Subscribers will follow the stages of a campaign in order as they exist on the Messages page. A subscriber on Stage 5 of a campaign will receive the message currently at Stage 5, even if that message was moved from Stage 3.
Automated Greetings
Users can set up email greetings that are formatted to automatically send on the date of a lead’s birthday or transaction anniversary.
We recommend setting up an email and calendar integration between your email and the control panel for improved deliverability for your sent emails.
Automated Greetings emails will be automatically sent to a lead if they have a date set in their lead record for Birthday or Transaction Anniversary. If a lead doesn’t have a date saved on their profile, they will not receive an Automated Greeting email.
- Navigate to Communications > Marketing Automation > Automated Greetings.
- Select the Birthday tab or Transaction Anniversary tab at the top of the screen to choose which email template to edit.
- The Subject Line field sets what subject line leads see when they receive the automated greeting email.
- You can turn on or off the Automated Emails by selecting an option in the Automatically send Birthday Emails field or Automatically send Transaction Emails.
- You can update the content of the template by using the email editor on the bottom hald of the screen.
- After making any changes, click the SAVE button to save your changes.
Agent Branded Email Header
Agents can personalize their email header that is sent to their leads by adding their own branding. To do this, agents can go to their Profile > Email Header tab.
Administrators can modify email headers for all agents. Agent/Lead Owners can update their own email headers.
Lead Routing
Lead Routing is a process to automatically distribute leads to agents based on listing agent, postal codes or a round robin.
Featured Listings
Route all leads interested in Featured Properties to the assigned listing agent. Having this setting enabled overrides any other lead routing feature.
Configure Featured Listings Routing:
- Navigate to Setup > Lead Routing
- Click Featured Tab
- Toggle Always assign Featured Property leads to the listing agent to On
Geographic
Route all new leads on properties in each postal code to a single agent. Agents can have multiple postal codes assigned to them; however, postal codes can be assigned to only one agent at a time.
Configure Geographic Routing:
- Navigate to Setup > Lead Routing
- Click the Geographic Tab
- Toggle the feature to Enabled
- Click the ADD button
- Select an agent and enter the associated postal codes (you can enter more postal code at once and click Add
From here you can edit the existing rule to add or remove postal codes as well as removing the rule
Round Robin
Round Robin assigns leads to your agents in a rotating order. Drag and drop to change the order within the list. To create a weighted distribution, add an agent to the list more than once.
Geographic and Featured Property routing take precedence over Round Robin.
Configure Round Robin:
- Navigate to Setup > Lead Routing
- Click the Round Robin tab
- Toggle the feature to Enabled
- Click the + Add button
- Select agents to add to the Round Robin Agent Rotation Order
From here you can drag and drop the agent order as well as remove an agent from the list
To configure a weighted Round Robin, with agents added to the round robin, you can create a weighted Round Robin by adding the same agent more than once.
Once the round robin is configured, your Dashboard will reflect the agent a lead will be assigned to next.
Geographic & Round Robin Elgible Leads
Only eligible leads will be assigned via Geographic rules or using Round Robin.
An eligible lead has not:
- Been previously assigned to an agent
- Selected an agent on a contact form
- Submitted a request about a featured listing (if this setting is turned on)
Agent User Roles
You are able to create two type of user permissions when creating an Agent in your account:
- Agent/Lead Owner (billable user)
- Administrator
Agent/Lead Owner
Agents that manage / own leads can:
- See their own stats in their performance dashboard
- Modify their leads and add saved searches to their leads
- Add their leads to markets via the lead profile
- Add their leads to campaigns via the lead profile or their lead list
- Modify their own listings
Note: Add an agent’s MLS ID for each agent so an agent’s listings to display on their Bio page.
- Modify their public biography
- Modify their own individual email header
Agent Restrictions
A number of restrictions can be added to Agent/Lead Owner accounts, these restrictions will prevent agents from modifying their:
- Leads and Email Updates
- Own Listings
- Public Biography
Note: the ID that displays in the More section of the agent profile, is not the agent's MLS ID nor Agent Code for Display, this ID is used to assign a lead to an agent in a lead import.
Administrator
Administrators have full access to all parts of the iHomefinder Control Panel.
Administrators can:
- See all Dashboard stats for all agents and filter the dashboard to view individual agent stats
- Modify all leads
- Bulk assign leads to different agents
- Create, edit and add leads to Markets
- Modify all Listings
- Change any iHomefinder account settings
- Modify individual agent’s settings
Agent Creation
You can make an Agent/Lead Owner an Administrator when creating an Agent or by modifying an existing Agent’s profile by clicking the Pencil Icon by the Login section of My Profile.