Overview
The Appointments feature lets you set and schedule appointments for your leads, and keep track of those scheduled calls directly within your BoldTrail database. You can also set your appointment availability within your Agent profile, which will sync with any Google and Outlook calendars connected to BoldTrail.
How to Set Appointments
In order to start using the Appointments feature, you will first need to sync your Google or Outlook calendar to BoldTrail. This not only enables the ability to schedule appointments from within BoldTrail, but will also allow you to set your availability for future appointments.
Within your lead's profile, click on "Add" at the top right of the Appointments modal.
Appointments Panel Overview
Appointment Type - Select the type of appointment you would like to make from the following options:
Buyer Appointment
Listing Appointment
Custom Appointment (for appointment types that do not necessarily fall into the above categories)
Method - Choose the method of contact for this appointment.
Phone
In Person (if this option is selected a location field will appear)
Virtual (if this option is selected a meeting URL field will appear)
Date - Select the date of the appointment.
Start and End Time - Choose how long the appointment will last.
Guests - Select the leads and/or additional agents who will be attending the appointment. The dropdown will populate any associated leads, along with any agents who are also assigned to that lead. You and your lead will be selected by default, but you will also have the option of sharing the appointment with the account owner, the associated Lender, and any Relationships tied to that lead.
Every contact added to the appointment as a Guest will receive an email notification that an appointment has been set up.
The email received will include an event attachment to allow guests to add it to their calendars.
Description - Add notes here relating to the type of appointment that will be taking place.
Subject Line - Optional; allows you to set a custom title for the appointment that will be displayed on the email invitation.
Send Invitation email & text reminder - Sends an email and text reminder for the appointment, but can be toggled off if you would prefer to log the appointment without sending communications.
Set Appointment - Completes the process by sending any invitations and adding the appointment to the lead's profile. The newly created appointment will appear on the far right of the lead's profile.
Timeline Notes for Appointments
Once an appointment has been set, you will see a new "Appointment Set" confirmation appear in the lead's timeline. Until an appointment has been confirmed by the recipients, the timeline will display "Pending Confirmation":
Once the appointment has been confirmed, the timeline note will update accordingly to "Confirmed":
Completed appointments will display as follows:
Appointment Reminders
Prior to the date of your appointment, you may send a reminder to the attendees by clicking on the "Send Reminder" button on your scheduled appointment. This will re-send the invitation via text and email in the event that the original communications were missed.
Email Notifications
Newly Created Appointment Notification for Agents
You will see this notification for any appointments that you have personally set, or if an appointment was created for you by an admin. The Add to Calendar link can be used to add the appointment to any virtual calendar (such as Google or Outlook).
Appointment Invitation for Guests
All guests assigned to the appointment will receive the following email. The Confirm Appointment link can be used to add the appointment to any virtual calendar.
Appointment Reminder for All Recipients
If an appointment reminder was sent to your guests, they will see the following in their inbox.
Daily Summary
You'll receive a daily email each morning with a summary of any appointments you have been scheduled to attend.
Daily Call Creation
Each day, you will receive an email from BoldTrail summarizing your task items and calls.
In these settings, you can set your preferred lead types and number of calls.
Daily 'calls to make' are also displayed on your dashboard and in your mobile app dialer, and are triggered by events that are set in Smart Campaigns, or from events that your contacts will trigger as they use your website (like if they saved a listing!).
How to Set Up Daily Calls
To set up your daily call parameters, access your agent profile settings from the dropdown menu. Then click 'Settings'.
Using these settings you can alter the number of calls the system wants you to make to contacts in your database. There will always be a reason for the phone call that you will see on your screen before you call them that the system is watching out for 24/7 on your behalf.
The more calls you can handle, the better your conversion rate from leads into clients will be! Although the settings below can be adjusted, it's recommended that new Agents use the default settings.
Disclaimer: These are calls that are designed to be managed by the Agent and these are reminder calls that the system DOES NOT make the call, you do. The scheduled calls are a reminder for the agent to complete.
Daily Summary Email
Your Daily Call parameters must be set up using the steps above in order to start receiving daily summary emails. Even if you have a new lead or task that would trigger the daily summary email, it will not send out unless Daily Calls have been set up:
If Daily Call Creation is enabled, and Call Tasks are generated for the day, the system will send the Summary Email.
If Daily Call Creation has been enabled, and Call Tasks are NOT generated for the day, nor any new leads created or tasks due, you will NOT see the Summary Email.
If Daily Call Creation has been enabled, and Call Tasks are NOT generated for the day, but you have a task due, OR received a new lead within the past 24 hours, you will get the Summary Email.
If Daily Call Creation is NOT Enabled, you will NOT see the Summary Email in your inbox.
Daily Call Creation FAQs
Which contacts are daily calls created for?
By default, contacts NOT in the following statuses:
'Archive,' 'Closed,' or 'Contract'
Contacts in statuses you've manually selected in settings.
Contacts that are subscribed to emails and text messages.
Contacts that have a phone number.
What conditions must be true for a call to be created?
The contact may not have a 'missed' call previously auto-created as a daily call. Manually scheduled calls do NOT count towards this.
You must be below the limit for the maximum number of calls created already for the day.
What conditions (regarding the contact) must be true to trigger calls?
Contact has triggered a behavior in the last 24hrs, and not been called in the past week
Contact has viewed a property in the last 6 months, and not called in the past 30 days
Contact was created in last 90 days, and not called in past 30 days
Contact has never been called (prioritized by age), and not called in the past 30 days
Contact has a rating of 3 stars or more and has not called in the past 30 days
Contact has responded to a text and has not been called in the past 30 days
Contact must have Auto-Dial set to 'Yes' in their Contact Record.
Contact has not missed a call from the Agent previously when an auto-call was generated.
Logging Outcomes
You can log the outcome of your appointment by clicking on either the white circle next to your appointment on the far right of the lead's profile, or by selecting the "Log Outcome" button on the lead's timeline.
Note: Use the "Log Outcome" feature only when the appointment time has passed to record what happened. Avoid marking it as "Not Met" if it's still in the future, as this prevents the time slot from becoming available for rebooking.
Appointment Met
If the call was successful, you may add notes to the "Outcome Notes" section. You can also optionally change the lead's status, if applicable.
Appointment Not Met
If the appointment was cancelled or otherwise could not be completed, you'll have the option to add a reason as well as additional appointment notes.
Editing Future Appointments: If you need to change an appointment that is scheduled in the future, edit the appointment directly in the right panel.
Appointment Availability
To set your availability for appointments, open your agent profile. The Appointment Availability section can be found at the lower right section of your profile.
Click on "Edit" to select your available dates and times. These settings can be changed at any time and will update immediately.
When setting up a new appointment, the calendar will reflect your available dates and times. Any time intervals or specific days marked as unavailable will be greyed out. Additionally, as long as you have synced your Google or Outlook accounts to BoldTrail, the system will update your availability based on those calendars as well.
Availability Settings Overview
Time Zone - Select your desired timezone from the dropdown.
Weekly Hours - Configure the hours and intervals during which you will be available during the week for appointments. Clicking on the blue plus symbol adds an additional interval, and you can delete any unwanted intervals by clicking on the trash can icon.
Vacations - If you will be away for an extended period of time, you can set those dates here.
Please Note: The Timezone setting on your computer must match your Timezone selection in My Profile. Otherwise, you may run into problems selecting the appointment's ending time.
Below are instructions showing how to update this, depending on your operating system.
Common Appointment Issues
I can't select an END time for an appointment I'm trying to set. What can I do?
There are a few reasons why the system does not allow an END time to be selected for appointments:
Outlook/Google Calendar is not enabled. In order to use the Appointments feature, you will need to make sure that your Outlook or Google Calendar is synced to kvCORE.
Timezone disconnect. The Timezone setting on your computer must match your timezone selection in My Profile. If you have a different timezone on your computer than is reflected in your profile, you will not be able to select an END time.
Appointment availability has not been set. In order for the Appointments feature to function correctly, you will need to set up your availability within My Profile.
Your Availability time is set to end at 12:00 AM. This causes the system to set the END time before the Start time. The end time must be set to 11:59pm in order for the system to set appointments correctly.
Have more questions? Please reach out to Customer Support via the blue chat bubble to the right or by emailing support@insiderealestate.com!