Welcome to Success Assurance, our Concierge program which will reach out to new leads via calls and text messages for up to 365 days, with the goal of qualifying them and passing over to you when they are ready to have a conversation.

Some configuration may be desired once your Success Assurance plan is up and running, and below you’ll find just how easy it is to make those adjustments within your Marketing menu.

In order to set the Success Assurance Configuration settings, navigate to Marketing > Success Assurance:

To activate agents, select Manage Agents.

From here, you can toggle on or off any Agent you want to receive leads from Success Assurance under the Status column:

Note: If you do not see a confirmed activation date of the user, or it throws an error message, this means that the timezone is likely not set up at the account level (office or team), or the the agent has not added a cell phone number to their profile.

If the timezone fields are not completed, the Admin on the account will need to edit the office/team profile and add in the appropriate time zone based on your location.

The Live Transfer option can be enabled on the Manage Agents page once you have activated the selected Agents.

With this option, the concierge will ask the lead if they would like to be transferred to you in real time and have a warm handoff, if the lead indicates they are ready to have a further conversation.

Click the Settings option under the Live Transfer column, and select which phone number you want the Concierge to call when a live transfer would be appropriate.

This will default the number to “Cell Phone” but you can also select any number that is added in the Agent’s user settings, or you can add any desired custom number:

If you want to change the lead sources that will be sent to the concierge, navigate to the Lead Sources tab and click on +Add Source.

Note: By default, the following lead sources will be added:

Once you click on the +Add Source button, a window will pop up allowing you to select the desired sources to be worked by the Concierge. Once you type in and select the source, Click ‘Save’ and it will be added to the list of active sources.

If you wish to remove a source from being worked by the Concierge, you can click the “X” icon under the Disable column, and you will get a pop up window for you to confirm this selection.

The Concierge Settings section includes the ability to update a number of concierge related features.

If you do not want overages, you will need to ensure that the Disable Overage Billing setting in the Concierge Settings is set to ON. By default, the Disable Overage Billing setting is set to OFF, meaning that once the account limit has been reached, additional leads CAN be sent to the Concierge at an overage cost per lead.

If the non-overage option is preferred, the toggle should be set to ON. When the setting is on, the leads automatically stop being sent to the Concierge once the account limit has been reached.

The account limits in both options will restart at the beginning of each billing cycle.

Behavioral triggers are automatically set to “on" within your system. If you wish to gain the benefits we have seen in using this type of lead prioritization, please leave this option on.

Concierge Behavioral Outreach comes at no additional cost for leads that are already being qualified by the concierge team. If leads in your database match the ownership, assignment, and source criteria in your Success Assurance settings and exhibit any of the behaviors outlined above, they will be counted towards your monthly allotment of new leads being sent to the concierge.

Should you wish to avoid the potential for overages, you may choose to disable this feature and not take advantage of this service.

Yes, the concierge will represent themselves as working on behalf of your business. They will use your default Office Name unless otherwise specified in the Business Name field. If you wish to direct the concierges to use a specific Business Name, you can adjust that in the Concierge Setting section.

Coverage Area is adjustable by Admins only. Admins may enter the specific neighborhoods and cities their agents cover. Areas will be inherited by all enabled agents on the account.

Yes, this is accessible to the admin and is account specific. It can be changed via the dropdown in the concierge setting section.

The ability to change the default greeting campaign is allowed to best reflect your business. In the Concierge Settings, select from Buyer or Seller greeting and then review the displayed campaign greeting to edit for customization.

The Concierge Settings section allows agents to add/customize additional emails they want Success Assurance updates on. The default logic for the emails are as follows:

Have any questions? Please reach out to Customer Support via the blue chat bubble to the right or by emailing kvcore@insiderealestate.com!