Overview
What is a Pond?
A Pond allows teams or groups of agents to nurture a shared pool of leads.
Who can create a Pond?
Only Admins are able to create and manage ponds. Agents can only be added as members of a pond to view or claim a lead.
When should I use a Pond?
Ponds are great for pooling leads with common characteristics or preferences for agents to work. For example, probate leads for agents who work probate deals.
How to Create a Pond
To create a Pond:
Log in to btPRO.
Click on 'Smart CRM'.
Click on 'Create Pond'.
In the pop-up that appears, enter your Pond details.
Pond Settings
Enter the name of your Pond and set claim rules.
Add Members
Select the desired scope and specific agents to be added as members.
Pond Notifications
Select the types of notifications you'd like to receive.
Appoint Agent
Choose an agent from whom all automated pond communication will be sent.
Add Contacts
You can add contacts from your CRM saved filters and/or hashtags.
Save your Pond.
Once a Pond is created, any member will see it added to their Smart CRM to quickly filter Pond leads.
NOTE: You can differentiate between your saved filters and pond accounts because ponds will have a water droplet next to their name.
How to Navigate a Pond
Pond Summary
Within a Pond, you will see a summary of the associated leads and a breakdown of total unassigned, assigned, and new leads.
Additionally, you'll see Pond performance details like number of members and average response time to new Pond leads.
Pond Leads View
In the Leads overview, you can filter Pond leads specifically by using the 'Filters' option - just like you would in the general Smart CRM.
The Leads view is similar to that of the Smart CRM, but the columns options are slightly different. One column that is specific to Ponds is 'Claimed By'. This will show who has claimed the lead or a blank option if the lead has not yet been claimed.
NOTE: Mass actions cannot be taken on Pond leads.
How to Claim a Pond Lead
There are 2 ways a Pond lead can be assigned to an Agent:
The Admin assigns the lead directly to an Agent who is a part of the pond.
An Agent claims a lead from the pond.
Assigning a Pond Lead as an Admin
Admins can quickly assign out Pond leads by using the "Assign" option in the Actions column in a Pond view.
Claiming a Pond Lead as an Agent
Agents can easily claim a Pond lead by clicking on their name, reviewing their details and timeline, and then clicking the blue "Claim Contact" button in the bottom left of the record.
TIP: Check out the last time a lead visited the btPRO website with the 'Last Visit' column within the Pond.
How Unclaimed Pond Leads Are Handled
Unclaimed leads will display as assigned to whoever was appointed as the Main Pond User. This means that all communications sent to unclaimed leads in the Pond will be displayed from this Agent.
TIP: Admins should inform the Pond Agent who was appointed as the Main Pond User to avoid confusion when claiming leads.
How Claimed Pond Leads Are Handled
Claimed leads will remain visible within the Pond and display in the Agents main Smart CRM view.
When an Agent claims a lead, any automation (like Smart Campaigns) they have set up for their account will automatically apply to them.
How to Add a Lead to a Pond
There are 3 ways leads can be added to a Pond:
Via filter or hashtag by Admin upon creating the Pond.
Manually transferred by an Admin or Agent.
Automatically added to the Pond via lead routing rule(s).
Adding a Lead via Filter or Hashtag
Adding a Lead Manually via Transfer
Agents or Admins can transfer their personally owned leads to the Pond by checking the box to the left of the leads name and using the More Actions drop-down to move them.
NOTE: Transferring a lead to a Pond also transfers ownership of that lead to the Pond scope (office or team). This action cannot be undone by the Agent transferring the lead.
Adding a Lead via Lead Routing
The Office or Team Admin of a Pond can set up a lead routing rule to automatically add New Leads to a Pond when they are added to btPRO.
NOTE: Ponds cannot be added to a lead routing rule at the Company level.
Simply create a new lead routing rule or edit an existing one and add the Pond as a recipient of the leads matching the rule.
NOTE: A lead routing rule cannot contain agents AND a pond - it must be a single pond or agents.
Frequently Asked Questions (FAQs)
I am not the Pond Admin or Appointed Agent. Will Smart Campaigns continue to run for leads I send to a Pond?
No. When an Agent transfers their contact to a Pond - all prior Smart Campaigns from the original Agent will be removed from the lead. Eligible Smart Campaigns from the Admin or Appointed Agent will be assigned to the lead and run when added to the Pond (until claimed).
I'm the Pond Admin or Appointed Agent. I'm assigning one of my own leads to the Pond. Will the Smart Campaigns continue to run?
Yes. As the Pond Admin or Appointed Agent, the leads you assign to a Pond will have the same Smart Campaigns assigned to them, until claimed.
Can I create routing rules under the Company that include Ponds?
No. Only Offices and Teams can add Ponds to their entity routing rules.
I'm an Admin. An Agent was in an Office with a particular Pond. They've since been moved to a different Office that does not have access to that Pond. Will the agent still be a part of the original Pond?
No. If an Agent/Pond member is removed from the Pond’s entity, later on, they will also be removed from the Pond.
I'm an Admin. There is a lock next to my name or another Admin's name in the Pond settings. Why?
Pond Admins cannot be removed from the Pond. Agents or other Admins who have been added can be removed, by the Admin who created the Pond cannot.
I have Pond leads. How can I differentiate between those and non-Pond leads in my Smart CRM?
When in the Smart CRM 'All Contacts' section, the Pond icon will show next to leads names. Hovering over the Pond icon will show the name of the Pond they belong to.
How can I turn off notifications?
Pond Admins can turn notifications off from the Pond 'Notifications' section.
What happens if a Pond is deleted?
When an Admin deletes a Pond there are 3 options for the unassigned leads.
Force Assign Contacts - A particular Agent or entity chosen by the Admin.
Round Robin to All Agents - The contacts will round robin to all Agents within the pond.
Delete All Contacts - All unassigned contacts will be permanently deleted from the account.
What is the water drop icon next to a leads name in a Pond?
This indicates the lead is part of a Pond.
Can a lead be part of multiple Ponds?
Leads can only be in 1 Pond at a time. If they need to be moved to another Pond, remove them from the existing Pond first.
If you have any questions or need assistance while using a pond, please reach out to PRO Support via the blue chat bubble to the right or by emailing prosupport@insiderealestate.com!
(Keywords: pond, ponds, claim)