The expected completion timeframe for these tickets is 24-48 hours
When working on this queue, please organize it by 'Last Update' to ensure that you address the oldest tickets from the Onboarding team first.
These tickets will come into the New Customer Support Queue and will have the subject:
CRM Implementation - [CLIENT NAME] - [CLIENT SITE NAME]
Example: CRM Implementation - Pam Benda - pambendahomes
Verify Platform Package
Option 1:
If you go to the Site Order Ticket and scroll back to the first entry, the package will be listed under Company and Board Information:
Option 2:
If you go to accounts from Zenchette the package will be listed under the "Upcoming Invoice" section:
Tables can't be imported directly. Please insert an image of your table which can be found here.
Check Ticket History
Check the client ticket history to verify if any other Support Queue tickets need to be handled.
- If there are other support tickets take and complete the ticket at the time of completing the implementation ticket.
Documentation - Copy spreadsheet
Open this Google Doc and copy the data to your own blank spreadsheet in Google Sheets for documenting tickets. PLEASE COPY TO YOUR OWN FILE DO NOT EDIT THIS DOCUMENT.
RG Nameservers in place
If Zenchette has an ❌ next to "Live" uncheck this box in the documentation spreadsheet
- This will update the Enable workflows line to "Enable workflows: ❌ Not Live" as you are unable to enable workflows until the domain is on our nameservers
If Zenchette has a ✅ next to "Live" check this box in the documentation spreadsheet
Enable GeekAI - Expand/Conquer (and sometimes Grow)
When a client has GeekAI it should be automatically enabled but because of returning clients and other factors, you will need to verify it is enabled.
- Click "LM" from Zenchette
- Verify that it shows "Disable GeekAI" in the top right-hand corner:
Start A2P Regisration
Twilio A2P 10DLC Registration for Sole Proprietors
Twilio A2P 10DLC Registration with EIN (Via Echelon)
If the client has started the process checkmark "Texting Registration started" on the documentation spreadsheet no matter the outcome.
There are four options to select on the spreadsheet based on the outcome:
- Brand Registered / Campaign in progress / no further edits needed
- Brand needs text verification
- This will insert: "Brand needs text verification. Verification Text sent to:" (add the number it was sent to at the end
- Texting registration not started / no further edits needed
- Brand Failed
- This will insert the following (Brand Failed: There is a mismatch between your business registration number and legal name. is the most commonly encountered error, if you receive a different error update in your notes). Update the notes with the Business Name and EIN that were provided on the Echelon submission.
Brand Failed: There is a mismatch between your business registration number and legal name.
Business Name:
EIN:
Please enter the exact legal business name as registered with the EIN, which can be found on the CP 575 EIN Confirmation Letter. An exact match between the legal business name and the EIN as displayed on the CP 575 is required for the Brand to be successfully registered. Please note that your full legal business name may span multiple lines on your CP 575/ 147c letter. If that is the case, you must input all the lines above the address line which constitute your full legal business name. Please do not use the legal business name found on the W2 or W9 forms as they may be different from what you have on the CP 575 notice. If you lost your CP 575 notice, you may request a 147c letter from the IRS and use the information there for registration.
SMS Notification Number
Open LM from Zenchette
Settings > Profile > SMS Notification Number
- If entered > add a checkmark in the documentation spreadsheet
Email Integration set up
Settings > Comms > Email Integration
If it looks like the below > add a checkmark in the documentation spreadsheet
Enable live chat
Settings > Comms > Live Chat
Click the "Start Here" (green) button
- Live Chat Setup > "Start" button
- Enable Live Chat > "Enable" button
- Setup Office Hours
- Do you want to set your Office Hours? > "Yes" button
- When do you want your Office Hours to start? > "Set" button (leave as 8am unless ticket says otherwise)
- ...and end? > "Set" button (leave as 8pm unless ticket says otherwise)
- Days Available for Chat? > "Next" button (leave as all unless ticket says otherwise)
- Turn off chat outside Office Hours? > "Yes" button
- Review Office Hours > "Confirm" button
- Auto Welcome Template > Choose the first option
- Unavailable Templates > Choose the first option
- Enable Chat with Potential Leads > "Yes" button
- All Done! > "Done" button
CRM Search Filters
Leads > Leads List > Advanced Filters > Add the following according to package (or verify they are prepopulated
* Apply Filter (verify it applied) > Save Filters
** Make sure to clear all filter between each
Filters Prepopulated
Manually Add
- Last active date / within the last / 30
- Name: Active Last 30 Days
- Last active date / older than / 180
- Name: Not Active > 6 Months
- Bad email / is / true
- Name: Bad Email
- Wrong number / is / true
- Name: Bad Phone
- Last property valuation / within the last / 60
- Name: Valuation within 60 Days
Filters Prepopulated
Manually Add
All Establish plus:
- Source / includes ANY of / Google PPC
- Name: Google PPC
Filters Prepopulated
Manually Add
All Establish plus:
- AI assistant active / is / true
- Name: GeekAI Active
- AI assistant stage / is / needs follow up + AI assistant active / is / true
- Name: GeekAI Needs Follow Up
- Source / includes ANY of / RG Facebook Lead Ads
- Name: Facebook Leads
- Source details / contains / CPC, google + Source details / does not contain / org
- Name: Google Leads
Filters Prepopulated
Manually Add
Same as Expand Manually Add above
Enable workflows
In the CRM sidebar go to Drip > Workflow to open the Drip system. You may need to agree to the Terms before continuing.
Workflows > Add a Workflow > Go to the Library > Use (on Workflow adding)
** Set all to "Automatically Stop Workflow on Communication"
*** Make sure to publish each
1. Buyer Leads - Basic Workflow
Sources:
Website Property Search
Website Agent Landing Page
Website Property Landing Page
Website Coming Soon Landing Page
Website Custom Capture Form
Facebook Lead Ads
RG Facebook Lead Ads
RG FB Tool Lead Ad
Traffic Blaster
Google PPC
2. Seller Leads - Basic Workflow
Sources:
Website Property Valuation
Website Property Valuation Agent Landing Page
Website Market Report Page
3. RL Success Team Pre-Approval
- Manual so both filters should be "None selected"
4. Buyer Leads - No Contact After First Attempt
- Manual so both filters should be "None selected"
5. Seller Leads - No Activity or Contact
- Manual so both filters should be "None selected"
6. Buyer Leads - Bad Email
- Manual so both filters should be "None selected"
7. Buyer Leads - Bad Number
- Manual so both filters should be "None selected"
Enable GeekAI Sources - Expand/Conquer (and sometimes Grow)
In the CRM sidebar go to Automations > GeekAI.
Enable the following sources:
- Website Agent Landing Page
- Website Property Valuation Agent Landing Page
- Website Property Landing Page
- Website Market Report Page
- Website Coming Soon Landing Page
- Website Custom Capture Form
- Traffic Blaster
- Facebook Lead Ads
- RG Facebook Lead Ads
- RG FB Tool Lead Ad
- Website Property Search
- Website Property Valuation
- Google PPC
While the client may not use all of these sources it is best to turn them on now if they change plans later.
Users / Team Settings
Add users (if provided)
- In the CRM go to Users > Users List > Add New User (top right)
- Enter Email > Click "Check Real Geeks"
- Fill out the rest of the required information
Enable Round Robin
- In the CRM go to Users > Lead Assignment
- Turn all agents to available (unless noted otherwise) in all three Round Robins
Buyers List
- In the CRM go to Users > Users List and click each user in the system
- Scroll down to Permissions section and check "Buyers list"
Import Leads
Import Leads if provided in ticket from Onboarding
Add Link to Import results to your notes.
If "DB Announcement Email" is checked in the ticket from onboarding send the Welcome Email with the import.
If no Import is provided and "DB Announcement Email" is checked send EBlast to the database using
Subject: Check Out My New Website!
Body:
Hi ,
Just wanted to let you know I have a new website that lets you get up-to-date Property Alerts and Market Reports to assist in your home-buying process.
Check it out here:
Please call or text me anytime. Have a great day and I look forward to helping you find the perfect property!
Thanks,
Completing the Ticket in Zendesk
Copy the first column from your documentation spreadsheet into an internal Zendesk note and add any information needed (Examples: text verification sent to number, import links, etc)
Send back to Onboarding Rep as “Open”