Support Center

Getting Started

Opportunities (CRM)

Opportunities (CRM)

Conversations

Contacts

Reputation

App Training Videos

Marketing

Misc.

How to manage the FB leads

Training Tips

  • Lead comes in -> Call right away -> Move them over to manual follow-up
  • Don't let the lead stay in the Manual Follow-Up column for more than 2 days! Because NO follow-ups are going out
  • Jump in Conversations a few times a week to make sure you have no un-read messages
Back to top

How to navigate opportunities in the app

Training Tips

  • Keep in mind: The first screen IS NOT the Oppotunity screen, it's the Alert screen
Back to top

How to send/reply to SMS in the app

Training Tips

  • You can filter by latest-newest messages
Back to top

24/7 Chat Widget Demo

Training Tips

  • It will wait 5 minutes and then if someone on your team does not respond back, the chat widget will respond
Back to top

I don't see leads in the pipeline

Training Tips

  • Make sure to clear the search bar
  • Make sure you are in the correct pipeline
  • Make sure to check the filter
Back to top

Overview of sending an email newsletter

Training Tips

  • Go over to Marketing > Email> Templates
  • You can use our template or create your own (very easy to use it's drag and drop)
  • In order to get the best delivery rates sending out email newsletters from another system, is to use an email of the system
  • Reach out to support so we can create a smart list for you, so you don't send it out to contacts that don't want to be contacted
Back to top

Use the reputation tool to get more Google reviews

Training Tips

  • Go over to "Reputation"
  • If the contact said in the past to not contact you will not be able to send the message
  • TIP: After the install is done, call the customer, make sure they are happy, and let them know you are going to send them a link so they can leave a review
  • If you do that expect about a 30-50% conversion rate
Back to top

Someone replied and I don't know who they are?

Training Tips

  • Go to the Conversations tab > Unread messages
Back to top

How to add a profile picture to a user

Training Tips

  • Send to support in a square format (1,000 px x 1,000 px or 800 px x 800 px)
Back to top

How does the system work?

Training Tips

  • Leads are out-assigned to someone
  • IMPORTANT: A lead comes in, call them within minutes. DON'T WAIT days to call them and move them to Manual Follow-Up
  • If you don't hear back from them move to "Need More Info" this will send out automated follow-ups
  • Check Conversations tab daily or at least every other day
Back to top

How should I use the software?

Training Tips

  • The features that will make your business more money and that will make your life easier is the Opportunities and Conversations tab
  • The main functions of the software are for the lead to come in, manage the lead and communicate with the potential customer
  • As soon as a lead comes in move them to the Manual Follow-Up column and contact them ASAP
  • The biggest problem in the industry is: FOLLOW-UPS
  • Check the Conversations tab constantly
Back to top

Explanation of the different pages

Training Tips

  • Dashboard: Overview of Stats
  • Conversations: E-mails, text messages, FB messages, IG messages, Google Maps messages
  • Calendar: Showroom appointments
  • Contacts: All contacts that have got into the system
  • Opportunities: It's your pipeline (where all your leads come in)
  • Marketing: Where you can schedule out social media posts or newsletters
  • Reputation: Where you send requests for reviews
  • Support Center: Where all of these videos live (training videos)
Back to top

Removing a bad or spam lead from the pipeline

Training Tips

  • This lead will be removed from the pipeline and automatically set to not contact
Back to top

What is the SMS number and what happens if they call it?

Training Tips

  • If someone calls the SMS number it forwards directly to your Main Business Number
Back to top

Video Upload Error - Wrong Aspect Ratio

Training Tips

Back to top

How to post a social post with multiple images

Training Tips

  • Fast and simple!
Back to top

How to edit email and send a test

Training Tips

  • Make sure to save EVERYTHING after you make any edit
  • Keep in mind Outlook strips out some email design elements, so avoid using white text
Back to top

When do leads get messages?

Training Tips

  • Keep in mind, when you first start with us, you need to get approved by the providers to send out SMS
  • Manual Follow Up: No messages are sent, you literally have to do a manual follow up
  • Every column has specific messages
Back to top

How to find a conversation + daily lead check in

Training Tips

  • Someone has to jump in once a day so you don't miss a message
  • Miss a Message = Miss a Lead
Back to top

Download & Use The App

Training Tips

Back to top

Using the social media planner to post to FB and IG

Training Tips

  • Remember you can: Save for Later (Draft), Schedule a Post or Post Now
  • To have a better organization, we recommend to schedule some posts out weekly or monthly, so you don't have to worry about it
Back to top

How to set task reminders for leads

Training Tips

  • This is great way to have an extra reminder to follow-up with your leads!
  • You can add Task Reminders in the Opportunities Page or in the Contacts Page
Back to top

Add a contact to a builder pipeline

Training Tips

  • Keep in mind we ONLY have the colors applied in the Sales Pipeline
  • Adding notes can help you remember any relevant information you want to keep in mind about a contact. This is for you, the contact won't see it
Back to top

How to create a builder or a second pipeline

Training Tips

  • You will not be able to set-up another pipeline on your end, please contact our support team
Back to top

Contact page 101

Training Tips

  • Click on the contact if you want to see all of their information
  • DND means: Do not disturb, if someone doesn't want to receive emails or text messages you will see an X marked next to it in the "DND all channels" section
Back to top

How to setup a smart list

Training Tips

  • You can have as many smart lists as you want
  • Is a good way to break up your customers so you send specific emails to those segments
Back to top

What do the statuses mean and how do they work

Training Tips

  • Remember the default status is: Open as well as the default filter
  • Won: You closed the job, update the job cost as well
  • Lost or Abandon: A lead that's not interested and will disappear from the pipeline
  • If you don't want them to disappear, move them to the "Not Interested" column
  • Careful moving the leads around!
  • Remember to change the filter and mark the statuses you want to see
Back to top

How do filters work in the pipeline

Training Tips

  • By default the filter shows the Open contacts
  • In the filters icon click on the all the Status you want to see
  • It will save your filter for every time you go into the system
  • You will have to change it again if you only want to see the Open
Back to top

What do the colors mean in the pipeline

Training Tips

  • RED: New, hot lead. Stays red from 1-7 days
  • YELLOW: Warm lead. Stays yellow from 7-14 days
  • BLUE: Cold lead. After 14 days
  • Every column resets the colors
Back to top

How does the follow up automation messages work

Training Tips

  • Better response rate to generic messages, although they are personalized so it feels it comes from a human being
  • Manage the pipeline correctly so you don't waste your marketing money!
  • Messages are dynamic so leads have to be assigned to someone, because they go out on their behalf
Back to top

How do I move leads around the pipeline

Training Tips

  • Reach out to your leads on the phone THE SAME DAY it comes in
  • Each set-up is customized to your shop
  • Please move your leads around so the follow-ups go out
Back to top

How to export leads from a pipeline

Training Tips

  • This will save your leads' information as a CSV file
  • Remember to select the pipeline you want to export the leads from
Back to top

How to export contacts

Training Tips

  • This will save your contacts as a CSV file
  • Remember to select all when selecting contacts
Back to top

Replying to FB and IG messages

Training Tips

  • Contact us if you aren't sure if your account is connected.
  • Use the filter feature to show certain messages
Back to top