Support Guide: Troubleshooting Follow Up Boss

Troubleshooting Prerequisite Knowledge  

Before troubleshooting Follow Up Boss issues, it is important to know how the integration options work within the Real Geeks System. The following articles will walk you through this information. 

Follow Up Boss: This is the client-facing article 

• • Important note from this article: The Two-Way integration was built by Follow Up Boss to receive as much information as possible from your Real Geeks system. Lead Assignment data is the only information from Follow Up Boss to Real Geeks.

Follow Up Boss's article about the 2 Way Integration: More detailed information on what information is received by Follow Up Boss. Important takeaways from this information: 

• • Tag: the property search tags will sync, but custom tags added in the RealGeeks CRM will not. - This can be misleading for clients as what we call "Tags" in the Real Geeks CRM is not and cannot be synced to FUB by any integrations
  • The Real Geeks Source (lead Source) will be added as a tag in Follow Up Boss. 

Third-party test accounts (Follow Up Boss): if you need to complete testing that is not client-specific

• • If the standard login email is not working for you and you need to complete testing please tag @escalations in the Support Channel as it may have been updated temporarily for testing purposes. 

Pixel Functionality 

Desktop: 

On the Desktop site the Pixel will show as a box in the bottom right-hand corner

When a lead is unassigned or not signed up / logged in: 

Do you have any questions?
Call or text today, we are here to help!

(XXX) XXX-XXXX

I agree to be contacted by XXXXXXX via text, call & email. 
To opt-out, reply 'stop' or click unsubscribe. 

When a lead is assigned in logged in: 

Agent's Profile photo from FUB

Do you have any questions?
Call or text today, we are here to help!

(XXX) XXX-XXXX (this will show the agent's direct contact number)

Mobile: 

On the Mobile site the Pixel will show at the very bottom as "Call" and "Text" buttons

Desktop Screenshots

Mobile Screenshots

Pixel Adjustments

SCOPE OF SUPPORT

Although setting up or adjusting the Follow Up Boss pixel is outside our official support scope, understanding its functionality is important. If a quick adjustment can resolve the issue, it can enhance the client experience without needing to refer them to FUB support. Just start with, 'Let's try this, and if it doesn't work, you may need to contact Follow Up Boss.'

Options when setting up the pixel through Follow Up Boss

The Pixel settings are under Admin > Integrations > Pixel 

Tracking

The "Tracking" Tab will display the pixel code and the option for
Enable form capture and creating new leads in FUB
If you already receive leads from your website via API or email it's best practice to leave this off.

 

Call to Action

On this tab, you can turn off the display on the desktop or mobile version of the site. You can also change the default phone number to either show the assigned agent's number or the company number. 

Things to consider for Follow Up Boss pixel tracking (Recent Activity)

FUB's pixel monitors website activity, and the URL linked to that activity depends on how visitors arrive at the viewed property.

 

If a lead views a property from a Content Page, Area Page, Home Page, or any page that pulls the property in the www.DOMAIN.com/property/MLS# format. They will show the following from the bottom up: 

1. "Viewed [Title of Page]"

• • The [Title of Page] link will connect to the page that was viewed

2. "Viewed [Property Address] - Map"
Quick search things

• • The [Property Address] link will connect to the www.DOMAIN.com/property/MLS# property link. The "Map" link will show the property address on Google Maps

3. "Saved Search" 

• • Because this lead registered on this content page they were assigned the default Saved Search from the "Property Display Search Options" on that page

4. "Search" 

• • This is the Search from above but because it was recorded at the same time as above they can sometimes get out of order. 

5. "Saved [Property Address] - Map" 

• • The [Property Address] link will connect to the www.DOMAIN.com/property/MLS# property link. The "Map" link will show the property address on Google Maps

If a lead views a property from a search result, the URL is then something similar to www.DOMAIN.com/search/details/20z/6/

• 20z is the search ID
• 6 is the placement of the listings within that search

This is what appears on the FUB side, note that even when viewing properties from a search it'll create two activities, one with the search link (/search/details/7o/0) and one with the standard property link /property/MLS#

1. "Viewed [DOMAIN] Advanced Search"

• • Link goes to advanced search page

2. "Search [Area] - Map"

• • Does not show what category the search option is. In this case it is city. Map link is "maps.google.com/?q=[Area]" so in this example it is maps.google.com/?q=Athens which will direct you to a map of Athens, Greece

3. "Viewed [DOMAIN] Search Results"

• • This link will take you to the full search results page that was seen and can actually be used to see what the search options that were selected. Example:

https://www.DOMAIN.com/search/results/?
county=all&city=Athens&subdivision=all&type=res&type=con&list_price_min=50000
&list_price_max=all&area_min=all&beds_min=all&baths_min=all&year_built_min=all
&style=all&pool_description=all&basement=all&interior=all&exterior=all
&exterior_features=all&lot_description=all&acres_min=all&garage=all
&high_school=all&middle_school=all&elementary_school=all
&financing_available=all&floors=all&lease_rent=all

4. "Viewed [Property Address] – Map
[Price] [Property Type] [Beds] [Baths] MLS#XXXXXX"

• • Example: https://www.DOMAIN.com/search/details/20z/6/

5. "Saved [Property Address] - Map" 

• • The [Property Address] link will connect to the www.DOMAIN.com/property/MLS# property link. The "Map" link will show the property address on Google Maps

 

Things to consider for multi-user Real Geeks CRMs

Scenario 1: Client is experiencing issues with their leads being reassigned in Real Geeks via Follow Up Boss. Note: Depending on how their integration is set up the CRM note may say that it was done by Follow Up Boss or Real Geeks System. 

 

1. Verify if they are also using the FUB Pixel

• • If YES: advise that we need to remove the Pixel to see if this is causing the issue. Advise that it may take up to 48 for the Pixel to stop tracking. 
    • Wait the 48 hours and verify the issue is no longer occurring. 

In RG > FUB Integration: Changed User: Leave as default/no selection --> User: Joel Castillo

Conclusion:

• The issue was resolved when both the FUB Pixel Widget was removed and the RG > FUB integration settings were adjusted to a specific user. With these changes, only leads directly assigned to me in RG were sent to FUB, and no unwanted reassignment occurred. Reintroducing the Pixel Widget caused the issue to return, indicating that both the Pixel and integration settings play a crucial role in the lead assignment process.
• Side note: I found that having both the two-way integration and the pixel active led to duplicate activities in FUB, an issue that has been reported multiple times in the past. This reinforces my findings that the two-way integration effectively syncs activities through the API, making the pixel redundant. Since the API handles the data transfer between systems, the pixel only adds unnecessary duplication and potential errors. Removing the pixel simplifies the setup and prevents the overlap in activity tracking, ensuring a cleaner and more accurate data sync.

 

Quick Fix - Pixel Overlays MoveTo App Banner (Mobile)

If both the MoveTo App banner and the FUB pixel are both on for mobile the FUB pixel will overlay the MoveTo App banner and the lead will not be able to select the "Not Now" option. 

Workaround options: 

1. Turn the MoveTo App Banner off in MCP
2. Turn the FUB Pixel off for mobile under the "Call to Action" tab in the Pixel Adjustments section of this article