New Follow Up Page

This version of the Follow-Up page is easier to use and offers great new features including an inline lead timeline, appointment modification, Lead Journey timeline, and preferred method of follow-up. The Follow-Up page has the same workflow as before but with a new perspective. It will break down all the follow-ups that an agent will need to complete on the given calendar date.

This is what the follow-up tab will look like when clicked on:

The follow-up for each lead will still be broken down into categories. The categories are: 

• Appointment outcome 
• Application status 
• Shown unit
• Missed appointment 
• Walk-in
• No appointment 

If you click on the different follow-up reasons at the top of the page, then you can filter down the results to what you want to see on the page. When you click on one of the categories, the check mark will disappear and the screen will update to only show follow-ups for the selected category.

When you click on a lead, you will notice that their most recent events will show up under their name. This will help the agent know of any past communications with the lead.

You can quickly change a follow-up date, end a follow-up date, or assign an agent to the follow-up by clicking on the three dots menu located to the right of the lead’s name.

 

If an agent wants to see just their own follow-ups, then they can click on this button here, located at the top of the Events section.

If you see this  next to a lead’s name, the appointment time has passed and an agent must process the outcome. 

Selecting a prospect will show their Lead Journey so you can see what major milestones they’ve had in their journey from the first contact to submitting an application.

How to Follow-Up with the Lead

Appointment Outcome Status

When a lead has an appointment on their timeline that has not yet been processed, their follow-up will appear under the "Appointments Outcome" status. This means that you will need to process their appointment as either "Appointment kept" or "Appointment missed" as shown here:

After selecting “Appointment kept”, three options will appear: Toured & Applied, Toured Only, or No Tour. Each of these outcomes have slightly different options when selected. You will need to fill in each box in order for the “Save” button to appear. The next follow-up date will automatically populate in the last box, or you can end the follow-up.

If you select “End Follow Up”, you must select a reason why you are ending the follow-up.

 

Other Follow-Up Statuses

For leads who have no appointment, you will be given the option to call, email, text, or set an appointment for them.

You will notice on this page that it shows the preferred method for the type of follow-up you are viewing. This refers to what has been set up in the Settings tab at the top of the page. You are still able to process the follow-up how you see fit if it’s not the preferred way. At the bottom, you will notice that the next follow-up date will be filled in automatically or you can end the follow-up.

Automated Follow-Ups

To show automated follow-ups, select the “Hide Automated” toggle. 

This will add all the automated follow-ups under the Events with the rest of the follow-ups. When you click on a lead that has an automated follow-up, then the page will look like this:

Selecting an automated follow-up will give a preview of what will be sent. To modify this, you must cancel the automation and manually process this event.

If you have any questions, please reach out to our support team by going to the green chat bubble located at the bottom right side of the screen.