Step 1: Phone Carrier Registration
You'll need to complete your phone carrier registration as quickly as possible (and before doing anything else with your ProLine account), as it can take up to 6 weeks to be fully approved. Full approval is necessary before you begin sending text messages from your ProLine account.
Phone carrier registration is a requirement from the actual phone carrier (AT&T, Verizon, T-Mobile, etc.), so we are unable to accelerate or make any exceptions to the requirements.
Most of the phone carrier registration form is just entering information about your business, but there are also requirements for your website that can be found under the Website Disclaimers & Privacy Policy section.
IMPORTANT: All forms on your website must have the website form disclaimer, and your website must have a valid privacy policy before submitting your registration.
Click the "Download Detailed Guide & Example Privacy Policy" button to download a document with detailed instructions that can be provided to your website manager.
Step 2: Personal Account Setup
Once your Phone Carrier Registration is submitted, you will be prompted to set up your personal account by choosing a phone number and connecting your email account.
You should also look through your personal account settings to make sure everything is properly configured, especially in regard to receiving and making phone calls.
This guide covers everything you need to do to set up your personal account.
Step 3: Discovery & Planning
Before actually starting to set up ProLine, it's important to establish where you and your business are currently. Most importantly, you need to identify and write down your current sales, production, and billing process so you can build that process out within ProLine.
If you do not have your own process or need help establishing a great process for your roofing projects, check out our onboarding services. However, if you are comfortable with software configuration and are confident in your current process, then you'll be able to successfully set ProLine up on your own.
Create a document and start writing out the following information for future reference:
Write out every step in your process from initial lead to paid & closed.
Create a list of the third-party software you need to integrate with ProLine before the initial launch.
Create a list of your lead sources and identify which one you will be able to connect to ProLine with speed-to-lead integrations.
Decide if you need to import data into ProLine from your existing CRM, and identify how to export this data in CSV form (you may need to contact their support).
Create a list of the different shingle manufacturers you sell and which of their products you prefer. ProLine quotes can support up to three options per quote, so try to list out good, better, and best shingle options from each manufacturer.
Does your company work from multiple locations? List out these locations with office addresses, and GMB review request links.
Who is on your team? List everyone out with first name, last name, personal phone number, work email, and what location they work at.
Review all steps in this guide to make sure you've collected any other information you might need.
Step 4: Configuration
Configure your ProLine account based on the information you collected during discovery.
Locations
Navigate to Company Settings > Locations, or click here.
Add all locations your business operates from.
Each location gets a unique review generation link that can be used in review request campaigns. That way, you can generate reviews for multiple locations at once.
Locations also influence many behaviors and features of the ProLine platform, such as the time zone used for date-related actions, the focus point for automatic address completion, and much more.
ProLine will automatically assign new projects and contacts to the location that is closest to the contact or project's address.
Note: You will not be charged for added locations during your first month with ProLine. Charges for additional locations start when your account renews for your second month. Starting in your second month, billing for locations added or removed mid-month will be prorated.
Manage Team
Navigate to the manage team page inside ProLine.
Follow the instructions in this guide to add your team to ProLine.
You should add everyone on your team that communicates directly with customers or directly oversees anyone that communicates with customers. This includes:
Office Managers
Receptionists
Sales Reps
Sales Managers
Project Managers
You should not add any of the following people to your team in ProLine:
Sub Crews
Crew Leaders
Installers
Suppliers
Public Adjusters
When you add a team member, they will receive an invite to set up their ProLine account that includes a video and other instructions. You can also find those instructions here.
You should alert your team to make sure they accept the invites and set up their accounts. Doing this early in the configuration process gives your whole team time to set up their account and saves time later during training and launch.
Everyone you add to your team in ProLine will be provided with a ProLine phone number and should use that number for all phone communication with customers moving forward so it gets automatically tracked in ProLine and properly syncs with ProLine's automation.
If your team has existing work phone numbers, these can be ported to ProLine by following this guide. We discourage porting as it's a long process that doesn't always work well, but we do support it if it is necessary.
Note: ProLine should not be used for main office numbers for your business (the numbers on your trucks and signs that new leads call). For more details on the proper overall structure for your business's phone numbers, and where ProLine numbers fit in, click here.
Note: You will not be charged for added seats for team members during your first month with ProLine. Charges for these team members start when your account renews for your second month. Starting in your second month, billing for seats added or removed mid-month will be prorated.
Company Settings
Navigate to your company settings, and open each of the tabs listed below to configure the relevant settings under each one.
Brand
Ensure that Brand information is updated and accurate.
Projects
Project Custom Fields
Other Contacts: Would you like to label either of the other contact fields for specific types of contacts? If you don't know, then just move on.
Custom Texts: Are there any additional text fields you need on your projects? If you don't know, then just move on.
Project Cost: Are there any additional cost fields you'd like to list in your project budgets? You can add up to 7 total cost fields.
Categories
Are there any additional overarching categories you need in order to properly categorize your projects? If you don't know, then move on.
Types
Are there any additional types of work you'd like to be able to choose from for projects? If you don't know, then move on.
Services
Ensure that list of services is accurate to what your company offers. Do you need to add any services that aren't already listed?
Remove any services you don't offer.
Tags
Are there any lead sources you need to keep track of with a tag that aren't already listed?
You can add other information here besides lead sources. Is there any other information you'd like to be able to tag a project with?If you don't know, then move on.
Stages
Stages (and the pipelines they are organized in) represent your company's workflow through the roofing sales, production, and billing process. Make sure to add any additional stages needed to fully map your process.
For any stages you add, make sure to connect the correct status depending on where it falls in your process. You can select the status by clicking the stage edit button (pencil) > status button (pie chart).
Automated campaigns can be triggered off of projects moving to a stage. Open the campaign triggers for the stage by clicking the stage edit button (pencil) > campaign trigger button (gear).
Contacts
Contact Custom Fields
Custom Text Fields: Is there any additional text information you need to save on contacts? If you don't know, then just move on.
Custom Date Fields: Are there any additional dates you need to save on contacts? If you don't know, then just move on.
Events
Calendars
Most companies will only need a single sales calendar, which has already been provided.
Do you have more than one crew working simultaneously that is managed by the same person? If so, you may need to add additional production calendars to allow for production days to overlap even when assigned to the same person.
If you only have one crew, or if you have a dedicated manager for every crew that only manages one job at a time, then you only need one production calendar.
Fundamentally, calendars just allow events to overlap when assigned to the same person. So having a separate sales and production calendar allows for a sales rep + project manager role to have a full day of inspections on the sales calendar while also having a roof replacement scheduled at the same time on the production calendar.
Event Types
“Inspection” (60min) and “Production”(All day) are pre-loaded into your account. This will cover the needs of most companies.
Add additional event types as needed.
Quotes
Please see our detailed guide for building quote templates and setting ProLine up for quoting. You'll find a summary below:
Location Options
If you have multiple locations, you have the option to maintain separate pricing and quote templates for each location.
This can be set on a location-by-location basis. Not every location has to have its own pricing.
Click on "COMPANY DEFAULTS" at the top of the quotes page and select a location. Select "Use unique quote templates & pricing for this location" to enable the unique pricing and templates feature.
Quote Templates
Delete any pre-loaded quote templates for manufacturers you don't sell.
Add additional quote templates if any of the manufacturers you sell are missing.
Open each quote template you have left and ensure the three shingles being offered align with what you prefer to sell.
If a type of shingle you sell isn't already included in your account, add it to the price list so you can add it to the quote template.
Review the line items for each quote template to make sure they align with the materials you need to complete a roof in your area. Add or remove items as needed.
Price List
Add any additional price list items you need that aren't included already.
Delete any price list items that you don't need.
Review the pricing for each price list item and make sure it matches the pricing you have from your supplier.
Orders
Location Options
If you have multiple locations, you have the option to maintain separate order templates for each location.
This can be set on a location-by-location basis. Not every location has to have its own order templates.
Click on "COMPANY DEFAULTS" at the top of the quotes page and select a location. Select "Use unique order templates for this location" to enable the unique order templates feature.
Order Templates
Your account is pre-loaded with material and work orders. Add additional orders if necessary. You may want to have a separate work order specifically for gutters, for example, so you can customize the template for that type of work.
Working Hours
Work hours are used for calendar availability. They also allow some optional control over call routing and notifications outside hours.
"Start Time" denotes when your team's workday starts.
"End Time" denotes when your team's workday ends.
"Off on Saturday" and "Off on Sunday" determine weekend availability. Select both these options to block weekends on the calendar.
Make sure your work hours are set to the standard start and end times for your team.
Note: Working Hours can be overridden by individual team members in the account settings. For example, if a specific sales rep wants to take weekend appointments, they can modify their personal working hours to open this availability without affecting working hours for the rest of the team.
Automation
Message Sending Hours & Rules
"Don't Send Before" determines the earliest hours that ProLine will start sending automated messages (when applicable).
"Don't Send After" determines the latest in the day that ProLine will send automated messages (when applicable).
Select "Don't Send on Major United States Holidays" to stop ProLine from sending applicable automated messages on major US holidays.
Select "Don't Send on Major Canadian Holidays" to stop ProLine from sending applicable automated messages on major Canadian holidays.
Select "Don't Send on Saturday" to stop ProLine from sending applicable automated messages on Saturdays.
Select "Don't Send on Sunday" to stop ProLine from sending applicable automated messages on Sundays.
Phone
Phone Settings
Look over the call recording settings and enable or disable these options as desired.
Make sure to consult your state's laws regarding call recording before enabling call recording in your account.
Phone Number Registration
Phone Carrier Registration
If desired/necessary, add a BCC email that ProLine will bcc on all outgoing automated emails.
Verify that the email signature for automated emails is acceptable. ProLine doesn't support complex HTML email signatures at this time, so keep that in mind when trying to customize this.
Step 5: Speed-To-Lead Integrations
Speed-to-lead integrations connect your ProLine account to inbound lead sources to bring leads directly into ProLine (to avoid double entry) and start campaigns for them to immediately engage, nurture, and request action from them (usually scheduling an appt).
ProLine can integrate with any lead source that has a direct integration with us (RQP, Angi, etc.), a customizable webhook feature (Elementor, Contact Form 7, Gravity Forms, etc.), or anything with a Zapier integration (Facebook Lead Forms, Calendly, etc.).
Website Leads
Follow the web leads guide to connect your website forms to ProLine.
Form submissions will create new projects and contacts in ProLine, as well as start new campaigns.
Set up and modify web leads webhooks on the web leads integration page.
RoofQuote PRO
New RQP instant quotes will create projects and contacts in ProLine, as well as start a special RQP campaign to nurture and engage the new leads.
Set up and modify the RQP connection on the RQP integration page.
Angi Leads/Ads
New Angi Leads or Angi Ads requests will create projects and contacts in ProLine, as well as start a campaign to nurture and engage the new leads.
Set up and modify the Angi connection on the Angi integration page.
Other (Landing Pages, Other Lead Providers, etc.)
You can connect other lead sources via either the web leads integration or Zapier.
Step 6: Other Integrations
Connect other platforms to ProLine as needed. Our native integrations (other than the speed-to-lead integrations listed above) currently include the following:
Create SumoQuote projects for ProLine projects to avoid double entry.
Automatically start and stop sales follow-up campaigns in ProLine.
Send direct links to SumoQuote Quotes via automated text messages as part of the connected sales follow-up campaigns.
Create CompanyCam projects for ProLine projects to avoid double entry.
Automatically order EagleViews at the right point in the sales process using the "Order EagleView" step in automated ProLine campaigns.
Start direct mail campaigns in DOPE360 from ProLine automated campaigns.
Great for automating handwritten notes and neighborhood blasts for each ProLine project!
Instructions for each integration can be found on their integration page inside ProLine. We do not have other documentation at this time, but you can contact ProLine support if you have questions.
Any other platforms you'd like to integrate can be integrated via Zapier and/or our web leads integration, depending on the required functionality.
Step 7: Review Configuration
It's time to test/review your ProLine account to make sure it is good to go. The easiest way to do this is to simply create a test project and take it step by step through your entire process, and make sure everything in ProLine works as expected.
Check specifically for the following:
Was the project assigned to the correct location based on the provided address?
As you move the project to new stages, does the status of the project change to the correct status?
When performing actions on other platforms you've integrated with ProLine, do those actions result in the desired effect/change in ProLine?
Do you have access to the correct Categories, Types, Services, and Tags necessary to correctly categorize the project?
Do the quote and order templates available to use to create quotes match up with how you intended to configure the quote and order functionality?
Do the right campaigns start (and stop) as the project moves through your stages.
Step 8: Transfer Data (Optional)
It's time to import the data from your old CRM into ProLine.
Warning: If you can get away with not doing this, then skip it because it can be quite the process. However, we do have CSV importing tools for the job if they are necessary.
Start by exporting the data you want to import out of your current CRM. The following types of data can be imported to ProLine:
Contacts
Projects
Activity History
Files/Documents
Price List
Important: When exporting from your CRM, you should always export as much data for each type of record as possible. You never know what you might need later.
Important: Make sure that the unique IDs or record IDs for each record, and any other records they are associated with, are included in your exports. This is important for making sure different data types are correctly reconnected in ProLine after import.
Once everything is exported, follow this guide to import your data into ProLine.
Step 9: Team Training
Schedule a 2-hour call/meeting for everyone on your team who is using ProLine. It is important to have everyone on your team present to get everyone on the same page. It's also a good idea to record this call/meeting so it can be reviewed later as needed.
Finish Individual Account Set Up
Before getting into actual training, make sure everyone on your ProLine team has done the following:
Accepted the invite to ProLine (you may need to resend invites from the manage team page if they have expired).
Set their password.
Chosen a ProLine number.
Connected their work email.
Review their phone settings to make sure that they have inbound and outbound call settings properly configured as per the instructions in this guide. This includes:
Making sure the "forward calls to" field has their personal cell number.
Saving their ProLine number as a contact in their cell phone as "ProLine Number".
Selecting the correct forwarding mode depending on whether they work from a desk or out in the field.
You should also review the following options in account settings so team members know how to customize their experience:
Appearance
Default Page: The main page in ProLine that loads by default.
Default Pipeline: The pipeline that is selected by default.
Working Hours: Show them they can set unique hours if desired.
Notifications: Review the available notifications.
How to Use ProLine Day-To-Day
Demonstrate and walkthrough all ProLine functionality with your team. Create test projects to show the process of taking a customer from lead to final invoice.
Make sure to cover the following during training:
Creating a Project
The actions in the Project dropdown menu:
Project Details
Project Activity
View Campaigns
Editing upcoming automated messages.
Rescheduling upcoming automated messages.
Playing/pausing campaigns for a contact/project.
Completely stopping a campaign for a contact.
Manually starting a new campaign for a contact/project.
Changing the current automated step in the campaign.
Changing opt-in/opt-out for a contact.
Move Stage (Can also be done by dragging and dropping)
Texting Through ProLinee
Sending text messages in conversations.
Starting new text message conversations.
Receiving text messages & push notifications. Troubleshoot push notification using this guide.
Calling Through ProLine
Outbound calling through the mobile app.
Outbound calling through the desktop app.
Receiving inbound calls via the mobile app.
Receiving inbound calls via the desktop app. ("browser calling" mode only)
Events
View & filter the calendar.
Schedule an event for a project.
How appt reminder campaigns work.
Project Management
Creating a quote.
Sending a quote.
Signing a quote.
Sending a work order.
Sending a material order.
Filling out the project budget.
Step 10: Launch!
It is not unusual for issues/concerns to arise during team training as more people on your team see how ProLine is set up for the first time. Adjust ProLine as needed to address these concerns.
In some cases, it may be necessary to schedule a second follow-up training call ("Launch" call) to officially launch ProLine and resolve any final roadblocks.