Lead Routing is important as an Admin as it allows you to specify how leads are distributed to different entities from any Source. Lead Routing can better organize lead distribution and make life easier for Agents and Admins alike.

To learn more about Contact Sources click here.


Where to Find Lead Routing

Lead Routing can be accessed from the user menu at the top right of your Dashboard. Click the drop-down menu from the top right of the dashboard, then select 'Lead Routing.'

Lead Routing Scope

Generally speaking, you create advertisements or connect lead sources to an entity (like an Office.) Once the lead is created from that connection, it is delivered first to that entity. The rules for that entity will then dictate how to route the contact to an agent or Admin.

From the Lead Routing page, first, select the scope that you are working in from the top left. All of your Companies, Offices, and Teams will be listed if they are set up, and if you have the correct access level.

If you set up the Lead Routing rules for a specific entity, but you are actually sending all of the advertising to a different one, your rules won't really be working that well! This is why it's important to double-check your scope.


Default Rule

The first thing you will notice is that there's a default rule in place already. It exists in the off chance that a lead comes in that does not match any rule you set. This way the lead will be sent to someone instead of sitting unassigned.

Please Note: The default rule cannot be removed or deleted. If you have many leads hitting the default rule you may want to create new routing rules that are more specific.

Rule Priority

As Lead Routing rules are added, they appear in the list above the default rule.

The rules are in the order they will be ran by the system. As soon as the lead that the system is trying to distribute matches a rule, it sends the lead into that Lead Routing rule.

Therefore, you should arrange your rules so that the most specific criteria are towards the top of the list, and the more generalized criteria are further down the list, because more leads will match less specific criteria.

You can change the order of the rules by looking to the right of each one in the list for the arrow controls to move them up or down.

 

How To Create Your Own Routing Rules

Step 1: Add New

Click on the 'New Rule' button at the top right

Step 2: Name + Recipients

Begin by entering a rule name. An appropriate name will help you identify it later in the list.

Then, look over to the right where you will find your Recipients. This box will contain the list of Agents that this rule will distribute leads to.

Click into the drop-down list and start adding the Agents you want to send leads to in the order you want them to be distributed to.

  

Alternatively, you can click 'Add All From Office/Team.'

This will simply add all entity members to the list so you don't have to add them one at a time. If you click this option while there are already recipients selected, you will have to agree to wipe out the existing list before they can be added.

To revert to individual agent selection, click the 'REMOVE ALL FROM ENTITY' button to switch to the individual selection method.

Additionally, you can choose a Lender these leads will be routed to.

  • This routing rule supersedes individual profile Agent-Lender assignments.

  • The Lender must already be added to kvCORE by an Admin.

Step 3: Weight or Priority

If you want to change the order in which leads are distributed, you can use the priority buttons to do so as shown above.

Alternatively, you can use weight instead. Toggle on 'Set Weights' to use weighting mode.

This will allow you to specify by percentage roughly how many leads that match this rule will be distributed to each person in the list. Technically, it works by random number assignment. When a new lead comes in, the system rolls the dice. The agent whose number is picked gets the lead unless they were the last person to get the lead, in which case we roll the dice again. It's required that the percentages add up to 100% when configuring rules by weight.

Step 4: Criteria

Moving away from your completed Recipients List, you will find your 'Lead Criteria' underneath the rule name.

Specifying criteria is optional. Should you leave the different criteria options blank, you would be creating your own version of the "Default" rule. 

When configuring your lead criteria you can set the following:

  • Source - This is the who/how the lead is generated. 

  • Hashtag - You can route leads by using a specific hashtag.

  • Lead Type: Buyer | Seller | Renter | Agent - You can select which lead types the rule applies to. Buyer leads generally sign up after viewing properties, and Seller leads tend to sign up from your home evaluation page. Renters have viewed rental properties on your site, and Agents can come from a recruiting page!

Please Note: Hashtags operate on an OR logic. This means that if there are multiple hashtags added to the rule, the lead will only need to meet one of the hashtags to be considered for the specific lead routing rule.

Seller Leads

People who visit the 'Sell' page may end up not inputting their personal contact information after entering an address. If this is the case, then the lead may exist without any contact information apart from an address. These leads are not routed, they stay with an administrator until contact information is obtained. As an Admin, even if you are out of rotation, you may end up with address-only leads that sign up on the Office/Team website. Agent sites always send their address-only leads to the agent.

Lead Sources

When you are dealing with a newer account that you may be setting up for the first time, your 'Source' drop-down may be sparsely populated. This is because the options that appear in that menu are not available until you have a lead in your system that has that source. The options in the menu are based on the data that's actually in your account. This is because, with some of the tools you may use to generate leads (such as Squeeze Pages or Zapier), you can specify your own custom sources. Of course, you may want to route those sources to specific entities. If you are trying to accomplish some basic routing from day one, you may need to create some test leads or use the search criteria to control your lead flow until you can see the sources that are coming through. Then, you can modify your lead routing appropriately to accommodate your custom lead sources.

If you click the 'Additional Buyer Criteria' button you will have access to add the following criteria:

  • Property Type - This is the Property Type the New Lead looks to be interested in.

  • Area - The area the New Lead looks to be browsing.

  • MLS - If you have more than one MLS connected to your kvCORE website, you can opt to narrow it by MLS.

  • Price - The upper and lower threshold for what price the New Lead appears to be browsing within. 

The Property Type, Area, and Price are all dependent on what kvCORE can see when a new lead is acquired or registers. There are some cases in which the system may not be able to see this information, such as if a new lead is sent to your lead dropbox and it does not contain that information, there would be no way to really apply routing rules to them.  

When you are finished setting up your desired criteria, click 'Save Criteria.'

Step 5: Distribution 

Configuration

Set your configuration type here by clicking on one of the options.

  • Round Robin - This will rotate each lead assignment to the recipients' list in the order they are set. It will alternate based on priority or weight. With the priority configuration, each person on the list gets a turn to accept a new lead. With weighting, it gives them an opportunity based on their weight.

  • Blast - This will give everyone in the distribution list an equal opportunity to accept the new lead. They all receive their new lead notifications at the same time. The first person to accept the lead gets it. 

Please Note: Using the 'Blast' option will override any set priority or weight setting.

Distribution Via Phone/Text/Email

You can set how new leads are delivered to the recipient's list. You may select more than one option to give everyone more than one method to accept new leads. Agents who want to accept New Leads via the kvCORE mobile app can do so and disable texts on their end. No need to modify any routing rules.

To learn more about enabling push notifications on the mobile app, click here.

  • Phone - When a recipient is slated to receive a New Lead, they will get a call from their kvCORE smart number. See "Lead Acceptance" below for further information on this process.

  • Text & Email - When a recipient is slated to receive a New Lead, they will get a text/email which contains a special link. Opening the link will accept the lead.  

Lead Acceptance - Time Requirement + Timeout

Lead acceptance can be set on or off by selecting the box shown below.

With this setting, you are requiring the Agent to confirm they want the lead and to prove they are available for immediate follow-up when a New Lead is given to them.

If a lead is set to be delivered via text or email, then there is a special link that they must click on in order to accept the lead if acceptance is on. Otherwise, they receive a simple message that they have a New Lead.

If a lead is set to be delivered via phone, then the kvCORE smart number will call them. If acceptance is on:

  • They will hear an automatic voice that tells them: "You have a New Lead in kvCORE. Press *1* to Accept. Press *2* to Decline."If the Agent presses 1 -  "Press 1 to connect to this lead. Press 2 to schedule a follow-up task for later today."If the Agent does not choose an option, the system says - "Not sure what to say? Tell them your name is {agent_first_name} and you are a search assistant for the website you were just on."

If a lead is set to be delivered via phone and acceptance is off, they will immediately be prompted to connect:

  • "Press 1 to connect to this lead. Press 2 to schedule a follow-up task for later today."If the Agent does not choose an option, the system says - "Not sure what to say? Tell them your name is {agent_first_name} and you are a search assistant for the website you were just on."

If an agent chooses to accept New Leads via the kvCORE mobile app, they will receive app notifications instead of texts.

The timeout option acts as your backup plan if no lead is accepted within the specified timeframe. This setting will assign the lead to the specified agent without requiring that they 'accept' it.

When setting the 'Timeout' minutes, keep in mind that for each person in the recipients list, you'll want to multiply by the number of minutes you're allowing them to accept the lead. For example, if there are 5 agents in the recipients' list, and you allow them 3 minutes each, your timeout would need to be at least 15 minutes to allow all 5 agents an equal opportunity to accept the New Lead before the timeout rule kicks in.

Step 6: Done!

Click the 'Add Rule' button at the bottom left of the dialog. Your new rule will appear in the list of routing rules for the scope you selected (Office, Team, Agent.)

Company Admins - Listing Agents Routing Rules

The following 'Bypass the Listing Agent' option is only visible to Company Admins in kvCORE.

There are many different Office configurations out there with different ways of handling the "my listing, my lead" discussion that is an interesting consideration for many. On one hand, very responsive listing Agents will take care of their potential Buyer leads. It's possible that listing Agents may be so busy that leads which are sent to them are not able to be handled immediately. That being said, a very carefully designed Smart Campaign and Behavioral Triggers in kvCORE can alleviate some of that concern, provided the Agent accountability rules are being met that you set within Business Analytics.

Please Note: This rule will also account for co-listing Agents. If the primary listing Agent is not within a particular office that is receiving a lead, but the co-listing Agent is, the co-listing Agent will be treated as the listing Agent and the lead will be assigned to them.

Bypass OFF = Assign leads who view listing Agents' listings to listing Agents.
Bypass ON = Ignores listing Agents and defer to specified Lead Routing rules for all leads regardless of which listings they view.


Listing Agent Timeout

Should you choose to, you can also require that listing Agents' who would normally have leads routed directly to them be required to accept their leads within a certain timeframe before they can receive them. When the lead is not accepted within the timeout, the lead goes through lead routing again, but the listing agent rule is ignored.

Available Timeout Increments:

  1. 5 minutes

  2. 15 minutes

  3. 30 minutes

  4. 1 hour

  5. 2 hours

  6. 4 hours

  7. 8 hours

  8. 24 hours

  9. 48 hours

This setting can only be activated by Company Admins. If you're a Company Admin and would like to discuss the Listing Agent timeout please reach out to Support for assistance!

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

(Keywords: leadrouting, lead routing, round robin)

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