Video Training & Overview
Head on over to our Training Portal to watch a series of videos on Success Assurance.
We'll walk you through the basics in less than 10 minutes.
Working with Concierge (Text Only) Overview
Working with Concierge (Text/Call)
Concierge Text & Call Communication
The BoomTown CRM is where you, the Agent, log your communication with leads. Your Concierge's communication with leads will appear on the Lead Profile within BoomTown.
Concierge Text Messages
The text message counter includes both texts sent by you and texts sent by your Concierge. Your text History in BoomTown will display messages you've sent to leads through your BoomTown system, as well as text messages sent by the Concierge.
To view the text message communication between the Concierge and your lead, click on the text icon to open the Text Modal:
Concierge Calls (for Call & Text package)
When your Concierge logs a call with a lead, it will also log in the Lead Profile History in BoomTown. The call will show as being logged by the Concierge, and the note should indicate any other details from the call:
Similar to text messages, calls logged by your Concierge will be included in the call counter at the top of the Lead Profile as well as in Lead Central.
Concierge Settings
Concierge Settings Tab
Within the Concierge Menu, the first settings tab is the Concierge Settings. Here, you can set up your Calendly connection so appointments can be added to your schedule and set important information for the Concierge Team. Navigate here by selecting the Concierge tab in the left-hand menu.
Working Hours
The Concierge Settings tab also contains the Working Hours section. The Success Assurance working hours feature allows you to set a specific time frame each day for you to work your new leads. This means your Concierge will not reach out to new leads during the hours you select in this section.
Working hours are the hours you do not want your Concierge to qualify your leads.
Why Use Working Hours?
If you want to be the one reaching out to new leads during the day, but then want your Concierge to contact new leads at night and early in the morning
If you'd prefer your Concierge not reach out to leads registering in the wee hours of the morning
Setting Up Working Hours
1) Scroll down to the Working Hours section.
2) Uncheck the Always use Concierge box. Checking this box overwrites all Working Hour selections.
3) Click on the Start Time and End Time drop-downs and select AM or PM for the times your Concierge should not be working new leads
Please Note: Working hours cannot be set to prevent the Concierge from working leads overnight. You can set them for late night hours (ex. 10pm - 12am) or early morning hours (ex. 12am - 6am) on a given day.
4) Once you've made all your selections, scroll to the top of the page and click the Save button
Common Questions
What happens to new leads when they come in during Working Hours?
Leads will be auto-claimed to you during your scheduled Working Hours.
I've changed my mind and now want my Concierge to work my leads 24/7. How do I set that up?
You can leave all your Working Hour selections as is and simply check the 'Always Use Concierge' box. This setting overwrites any Working Hours you previously selected.
How does a client prevent the Concierge from working leads overnight?
Working Hours can only be set from 12AM to 11:55PM on a given day. For that reason, there isn't a way to turn off Concierge service overnight. What you can do is turn off the Concierge service for late night hours or for early morning hours. For instance, you can set to the 'Start' time to 12am and the 'End' time to 6am.
Manage Users (Admins Only)
Click on the Manage Agents tab to see how to adjust who has the Concierge Service.
Activate Success Assurance for a Team Member
Activate the Concierge Service for users individually by clicking on the user, or in bulk by using the Select drop-down.
Once you click on the user you want to activate, the user card will have a green line around it.
Don't forget to click on the Save button when you're finished making changes!
Once you click on the Save button, a pop-up notification will appear in the bottom right corner of your screen confirming this user has been activated.
Please Note: After a user gets activated, their new leads will be sent to the Concierge and count towards your monthly lead minimum.
Deactivate Success Assurance for a Team Member
Click on the Manage Agents tab to see how to adjust who has the Concierge Service.
Deactivate the Concierge Service for users individually by clicking on the user, or in bulk by using the Select drop-down.
Once you click on the user you want to deactivate, the user card will have a red line around it.
Don't forget to click on the Save button when you're finished making changes!
Once you click on the Save button, a pop-up will appear asking for confirmation to deactivate this user by clicking on the Deactivate button.
An additional pop-up notification will appear in the bottom right corner of your screen confirming this user has been deactivated.
Lead Sources (Admins Only)
By default, all of your lead sources will be selected to be contacted by your Concierge. If you have certain lead sources that you prefer to have worked exclusively by your Agents, you can make adjustments to your source settings within your BoomTown account!
1.) Click on the Concierge tab located in the navigation bar on the left side of your screen in BoomTown
2.) Click on the Lead Sources tab
3.) Select which sources you would like the Concierge to qualify leads from (uncheck any sources that you don't want to have worked by the Concierge Service)
Please Note: You will only see sources that you have leads for in this list
4.) Just be sure to click on the Save button after you have made the necessary changes!
Campaigns
The Concierge Campaign tab will allow you to see what steps a Concierge Team member may take until they establish 2-way communication with a lead. These Campaigns are initiated by category, established timeframe, lead type, and lead source. Select the title of the Campaign to see the steps.
Database Outreach Settings (Admins Only)
The Database Outreach Settings allow you to exclude lead categories and/or company tags from being sent to the Concierge even when they exhibit high-interest behaviors. For example: if you would prefer for the Concierge to not reach out to Closed leads, select the Closed category under the Excluded Categories field.
Only Broker/Admin users will have the ability to adjust Database Outreach Settings.
EXCLUDED CATEGORIES
By default, Hot and Pending leads will be excluded but you can easily change these settings using the +Add Category link or click the x to remove a category.
EXCLUDED TAGS
Only Company Tags may be excluded from Database Outreach. To add a new Company Tag to the exclusions, click the +Add Tag link and select a tag from the drop-down.
Please Note: Adding a tag to a lead on the Concierge exclusion list will not remove the lead from a campaign that's already been assigned, as it cannot function retroactively. There is currently no way to pause a campaign and claim the lead when a tag or category is added to a lead, or if the settings are changed.
Concierge Text and Call Communication
The BoomTown CRM is where you, the Agent, log your communication with leads. Your Concierge's communication with leads will appear on the Lead Profile within BoomTown.
Concierge Text Messages
The text message counter includes both texts sent by you and texts sent by your Concierge. Your text History in BoomTown will display messages you've sent to leads through your BoomTown system, as well as text messages sent by the Concierge.
To view the text message communication between the Concierge and your lead, click on the text icon to open the Text Modal:
Concierge Calls (for Call & Text package)
When your Concierge logs a call with a lead, it will also log in the Lead Profile History in BoomTown. The call will show as being logged by the Concierge, and the note should indicate any other details from the call:
Similar to text messages, calls logged by your Concierge will be included in the call counter at the top of the Lead Profile as well as in Lead Central.
Concierge Notes
Concierge Notes are extremely important to relay any information specific to your team or company back to our Concierge Team. This will help the concierge know and understand a little bit more about your business as well as how to handle specific inquiries, and what areas your team services.
Aside from your Agent name, team name, office address, and time zone, the Concierge Team is unable to see any other specifics about you or your team. The Concierge Notes section helps our Concierge Team best work leads on your behalf!
Concierge Notes ProTips
One of the most important pieces of information to include in your Concierge Notes are location and coverage areas. This will let the concierge know if your team can assist this lead, better yet you can even include notes to pass the lead over for a referral if they are outside of your coverage area, or disqualify the lead altogether. We know that some coverage areas can be pretty straightforward, however, if you’re licensed in multiple states or can assist in a wide array of locations, this is extremely helpful for the concierge team to understand. Our Concierge Team wants to make sure we’re sending over leads that you’re able to help and we want to make sure that when we’re speaking with leads, we’re setting the appropriate expectations for them as well.
The Concierge Notes section is also helpful for understanding who you and your team are. If you have a rather difficult name, or company/team name to pronounce, it’s always helpful to spell out how to phonetically pronounce your name, especially for our concierges who are making phone calls on behalf of you and your team. Our Concierge Team wants to do the best job possible in representing you beginning with our very initial greeting.
Preferred pronouns are also very helpful for our concierges to reference during conversations. If you have a gender-neutral name or a very unique name, we highly suggest that you add your preferred pronoun in your Concierge Notes. This will help our Concierge Team to better personalize conversations instead of consistently referring to you as ‘them/their’.
The Concierge Notes section can help you easily customize how you’d like the Concierge Team to handle specific leads. One area where we receive a lot of feedback from Agents is rentals. While most teams don’t handle rentals, some would still like those leads qualified and sent over when the lead is in search of an Agent to help them find a lease or rental. If you handle rentals or would like them sent over a specific way, the Concierge Notes section will be the best place to enter this information.
If your team would like appointments handled a specific way, it would be best to add this to your notes section. Our Concierge Team will best direct appointments as they fit the lead's needs, however, if you would like each appointment to be a 15-minute follow-up introductory phone call, this will better help direct the conversation for the Concierge Team. If you do not have a personal calendar linked to Calendly for our team to set specific appointments, it will be helpful to note for the Concierge Team what timeframes would be best for you or your team to connect with a lead. Any appointment preferences will help best direct the concierge to provide the lead with accurate and informed next steps in their home buying or selling process.
We coach our Concierge Team to ask a lead if they are currently working with an Agent, and to what extent (have they signed a contract or intend to work with that Agent). If you would like the concierge to handle Agent inquiry questions differently, this would need to be relayed in the Concierge Notes section. For example, if a lead mentions working with an Agent, you could instruct the concierge to disqualify before asking if they are under contract. Our Concierge Team wants to make sure we’re working every opportunity to the fullest to win each lead’s business for you and your team.
Concierge Calling Dark Hours
If a lead registers with a landline phone number during concierge calling dark hours, the lead will be called during the necessary timeframe.
Please Note: The above disclaimer does not apply to Text-Only subscriptions.
How to Create a Success Assurance Lead Smart-Segment
1.) In your BoomTown account, navigate to Lead Central
2.) In the left filters panel, scroll down and click on the Advanced Lead Filters button
3.) If you already have filters selected, you'll need to click on the Clear link
4.) Scroll to the bottom of the Advanced Lead Filters modal and select Concierge
5.) Use the Status and / or Date Sent drop-downs to filter your Success Assurance leads and then click the View Results button
PRO TIP: "Sent to Concierge This Month" is a great Segment to start with. Just select "This Month" for the Date Sent filter!
6.) Click on the Save Smart Segment link at the top of Lead Central
7.) Name your Segment and click the Save Smart Segment button
Lead Status & BoomTown Category
Status changes to a lead in Success Assurance will trigger their category to update in BoomTown automatically as follows.
Live Transfer Frequently Asked Questions
Who can take advantage of Live Transfer?
All customers who are currently on a Success Assurance Call+Text plan will have access to Live Transfer.
Can Live Transfer be activated per Agent?
Yes, Broker/Admins will have the ability to activate each Agent on the platform.
Can the Agent select their preferred transfer number?
Yes, they'll just need to let a Broker/Admin know what that number is. In Concierge Settings, they will have the option to select from Mobile, Office, or BoomTown numbers, or enter a custom number.
Can you select multiple numbers for transfers?
No, only one phone number can be chosen per Agent for Live Transfers.
What number will the Concierge transfer from?
The Concierge will dial from 843-806-0174. If your phone carrier supports auto-populating Caller ID, this will show as BT Concierge.
Will Live Transfer cost extra?
Nope!
How does this impact Text-Only Success Assurance customers?
Success Assurance customers who are on Text-Only plans will still be able to access the updated reporting in Lead Central (without Live Transfer metrics). This will also become available to Agents, whereas before only a Broker/Admin user could access this report.
Success Assurance Notifications
How to Setup Notifications
Push Notifications
1.) You'll need to download the BoomTown NOW app to receive push notifications
2.) You'll want to select allow push notifications when prompted. Below are steps to manually enable them as well:
iPhone:
| Android:
|
Email Notifications
You will receive email notifications by default. These will be sent from a no-reply email, 'no-reply@boomtownroi.com'
Notifications Sent
Action | Type | Example |
New Lead | Push Notification** |  |
New Landline Lead | Push Notification** | [screenshot coming soon] |
Needs Attention | Subject: "[NEEDS ATTENTION] {LEADNAME} by Concierge Service" | |
Needs Attention | Push Notification** |  |
Needs Appointment | Subject: "[NEEDS APPOINTMENT] {LEAD NAME} by Concierge Service" | |
Needs Appointment | Push Notification** |  |
Appointment Set | Subject: "[APPOINTMENT SET] {LEAD NAME} by Concierge Service" | |
Appointment Set | Email from Calendly* | Subject: "New Event [LEADNAME]..." |
Appointment Set | Push Notification** |  |
Needs e-Alert | Push Notification** |  |
Texts from Concierge to Lead | Push Notification** |  |
Texts from Lead to Concierge | Push Notification** |  |
Disqualified Lead | Subject: "[DISQUALIFIED] {LEAD NAME} by Concierge Service" | |
Disqualified Lead | Push Notification** |  |
Lead called your Concierge | Subject: "[CALL LOGGED] {LEAD NAME} by Concierge Service" | |
Lead left a voice message | Subject: "[CALL LOGGED] {LEAD NAME} by Concierge Service" |
* If set under the Concierge tab in your BoomTown account
** If you've downloaded the BoomTown NOW app
Needs Attention & Appointments
Needs Attention Notification
When the Concierge needs the Agent to step in and take action, a Needs Attention notification will be sent via:
Email
Push notification (if you've downloaded the BoomTown NOW app)
Email Notification
Subject: [NEEDS ATTENTION] John Smith by Concierge Service
Push Notification
Once you've downloaded the BoomTown NOW app, you'll receive push notifications for these types of alerts as well. Make sure to download the BoomTown NOW app using the links below if you haven't already!
Appointment Set Notification
If you've set Calendly within the Concierge tab in your BoomTown account, you and your lead will receive the following when your Concierge schedules an appointment:
Email from Calendly (if setup)
If you use Calendly, but haven't added your calendar link to your account yet, you can do so by following the steps below!
1.) In your BoomTown account, click on Concierge tab located in the left-hand menu
2.) Paste your Calendly link in the field below Set Appointments with Calendly. Not sure where to find your link in Calendly? Click here!
3.) Scroll to the top and hit Save
Concierge Follow-Up Scripts & Campaigns
We have seen a lot of success with our Scripts and Follow-Up Campaigns! Below you can view the content and cadence!
Scripts
Buyer
Greeting | Hi there! My name is [Concierge Name] I am the [Concierge Title] for [Company Name]. I noticed you looked at a couple of homes on our site, and I wanted to see what questions I can help answer or if you would like to schedule time to see a few properties this week? |
Minutes After First Message is Sent | 5 min |
Second Attempt | Please let me know if we can help or if you prefer a call over text message 😊 |
Questions |
|
Closing | Great, thanks for all the information. I will pass this back to our team. If they have additional questions, when is a good time for them to follow up? |
Seller
Greeting | Hello there! We received your request for more information on your home. My name is [Concierge Name], and I am the [Concierge Title] for our team. We’d be happy to create a market value report for you. Do you mind if I ask a couple questions about your home? |
Minutes After First Message is Sent | 5 min |
Second Attempt | Please let me know if we can help or if you prefer a call over text message 😊 |
Questions |
|
Closing | Great, thanks for all the information I am going to pass this off to our team so they can start building the custom valuation for you. If they have any more specific questions what is a good time for them to reach out? |
Follow Up Campaigns
Buyer
Days | Time | Message |
1 | 9:50 AM | Morning! I just wanted to follow up on my text from yesterday do you have a couple of minutes to chat regarding your Real Estate search? |
1 | 5:40 PM | Hope you had a great day! I know schedules get crazy and sometimes later is the day is better to chat. Would love to learn about what you are looking for while you're shopping. Are you free for a quick call this week? |
3 | 12:05 PM | Hi There! Me again :) I know you probably heard from a lot of different people when you originally inquired but I would love to chat with you and show you how our team is different. I also urge you to check out our reviews. What is your schedule like this week? |
6 | 3:20 PM | Hi! So I don't step on any toes just wanted to confirm that you are still interested in homes in the area. Even if it's not now I can stay in touch down the line or send you alerts when new homes hit the market. Please let me know. |
10 | 8:45 AM | As you can see our team is huge on follow up. We work hard to make sure all of our clients receive the best service, and since schedules get crazy I wanted to keep in touch with your home search. Any chance you have a quick second? |
14 | 6:15 PM | I know we haven't been able to connect yet but a few new homes just hit the market this week, I like to keep my clients updated so they can move quickly on homes they like. Do have specific things you're looking for? |
30 | 10 AM | Hi there, you sent an inquiry regarding a home about a month ago. Just wanted to see if you were still interested in looking at homes for sale in the area. |
60 | 5:15 PM | Hello! I am just checking in. You reached out a while back on a home online. Just wanted to see if you wanted to preview anything soon? I'd love to help 😁 |
90 | 10 AM | Hi There, I am sure you know me by now but you had requested info on homes for sale a while back and I hadn't heard back. I know a lot changes once you start looking - are you still in the market for properties? |
180 | 9:40 AM | Good Morning [First Name] as I told you when I first started reaching out to you we are great with follow up and helping our customers. I know things are constantly changing so I wanted to keep in touch. Are you still interested in Real Estate? |
250 | 3:35 PM | A couple of houses just sold around you so I wanted to see if you had time to talk because if you are also looking to sell this may be a good time to find both. What would be a good time for us to connect? |
365 | 5:30 PM | Good Evening! I know you were searching for homes last year. I just wanted to check in and see if you were still in the market. We'd love to help :) |
Seller
Days | Time | Message |
1 | 9:05 AM | Good Morning! Not sure if you saw my text yesterday but I wanted to follow up on your request for a valuation of your property. Are you free to chat today? |
1 | 6:05 | Hi Again, I did send you a generic valuation report, did you get a chance to review it? I always prefer to customize this as there are so many variations once you get to know the property. |
3 | 12:25 PM | Hi. I wanted to follow up since I hadn't heard back, a lot of times people get nervous because you may not be ready to sell for a while. I can give you a value of the home, and give you insights into what is the best time, and any improvements that can be made so we get top dollar. Do you have a quick couple of minutes to chat? |
6 | 3:00 PM | A few homes in the surrounding area have sold pretty quickly and I have a couple of clients interested in the area. If you are still interested in selling would love to chat to see if this is something that may work. Are you free? |
10 | 10:45 AM | Hi There. i know we haven't been able to connect yet but I wanted to see if you possibly preferred a call or email over text. Our team is one of the top in the area and would love for you to learn a little more about us. When is a good time for us to connect? |
14 | 3:40 PM | I took the initiative and sent you an updated market report so you can stay in the loop on values in the home, have you had a chance to take a look at it? Would also love to learn about your home so I can customize it to you. |
30 | 10 AM | Hi there, you sent an inquiry regarding selling a home about a month ago. Just wanted to see if you were still interested in selling. Whether it be now or down the road I would love to help! |
60 | 6:05 | Hello! I am just checking in. You reached out a while back on selling your home. Just wanted to see if you if there is anything I can do for you at this point. I would love to help :) |
90 | 3:05 PM | I know it's been a while, just wanted to see if you were still interested in selling your home? I can send you a complimentary market valuation report. Would that be helpful? |
180 | 9:45 AM | Good Morning. I just wanted to follow up, are you still interested in selling your home? |
250 | 4:20 PM | Hi :) I just wanted to see if we can help. I know you sent an inquiry in a while back about a home valuation. We can prepare it for you, may I ask you a few questions? |
365 | 12:10 PM | Good afternoon, about a year ago you requested info on the value of your home. We weren't able to connect then but I wanted to follow up and see if this was still something you were interested in? |