Keep Your Highest Value Online Leads Front & Center with CINC's New Feature

Transcript

Jeff Walker: Great to have you with us today. Great day to release a new feature and so we've got a new feature on CRM to discuss. So I am Jeff Walker, VP of Product, and I'm joined by Sarah Astrachan, who is our Associate Product Manager, who's been working on this feature, and JF as well, our Director of Product for CRM. And we are all based here out of the Atlanta office.

We got folks from all over. Hello, everybody. Naples. Big Bear Lake, California, Vancouver, Washington, Richmond, Virginia. All right. Great to have everybody here. And again, we'll be introducing a new feature today. So we'll get this kicked off.

Okay. Y'all should be able to see my screen share here. And so the feature that you may be aware of already, as it's already [00:01:00] on your new Launchpad, Is contact requested. And so we'll walk through what this means and why we built it and what's next. And again it'll be myself, Jeff, and Sarah, who are walking us, walking you through this today.

All right, our agenda for today. First, I'm just going to lay the foundation and groundwork for what are some of the key lead quality objectives that we're focused on at CINC. There's a series of projects that are all related that we're working on to improve lead quality and your success. With leads, and then we'll dive into this contact requested feature specifically and got a few screenshots to review. But then Sarah will do a live demo. So she'll walk you through exactly how it works and how you can use it. And then if you're by your computer, you can certainly join in and take a look at the feature on your site since it's already live as of this morning. [00:02:00] And then I'll talk a little bit just about lead intent and how you might use this new Launchpad, this new dashboard to approach your leads with a deeper understanding of what the intent level is for the different kinds of inquiries that you're getting out of your platform today. 

So lead quality objectives. So these are the 3 major pillars that we're working on right now. Number 1 is increasing agent ready leads. So having the system be as effective as possible at getting folks past not just registration, but to becoming hand raisers. So they're reaching out to you actively instead of just passively registering and using the site. And then making sure that we're surfacing the best leads to agents so that we don't miss on the opportunities that are most likely to convert. And that's what this feature is all about. And then improving lead [00:03:00] contact data is that next pillar of quality so that you can have more leads with accurate names, email addresses and phone numbers. And we won't be chatting about that so much today. That'll be coming up next in our next webinar, but just want to make sure that you're aware that is a focus of ours as well.

As a refresher, if you've been on our recent webinars, you've seen this already. You've noticed this on your site, which is earlier in the year, we launched a new listing details page. And so that's 1 of the actions, which has been increasing the number of what we call agent ready leads or contact requests out of the platform.

So after we launched this, we saw a two times increase in property inquiries and a three and a half times increase in showing requests. And so that is feeding more users that are asking for contact or asking for information from you as an agent. And this [00:04:00] is what that trend line looks like. And so you can see this is for showing requests, unique users that are submitting showing requests on the platform.

And so this is a good indicator of both like product performance, but also what's happening in the market. So we can see that before we launched the new listing details page, we were on this downward trend of the rate of, Of leads that are submitting showing requests, and that's due to the market conditions.

We've seen this trend over the past almost 2 years now, but maybe about 20 months where there's been a decline as the home sales have declined and there's been less intent to go see homes, but we still, despite that, we're able to dramatically increase the number of showing requests with the launch of the new listing details page, which is much easier for a user to request a showing.

And that call to action is a lot more prominent as well. So we saw this big lift happen here, but still throughout the 2nd half of the [00:05:00] year, there's still been this downward trend. Which really reflects the state of the market, but still there's activity there and maybe here. So there's some signs of life. It'll be really interesting. We're excited to see what happens over December and January. As we do expect that with market improvements, we're going to see the showing requests as a leading indicator that will first start to see more inquiries and more showing requests coming out of the platform across our client sites as an indicator of higher sales activity to come. We'll keep monitoring this and each time I do a presentation, I'll share this information with you guys. 

All right, so agent ready leads are hand raisers. And so just in terms of the terminology we're discussing here, when I look at just a registration lead. You provide us with budget to send traffic to your website and that traffic is going to hit the registration wall because they want to see a property. They want to look at the [00:06:00] pictures. So they register and then they're a user on your website. Those are passive in that they're not really asking you for anything. They just want to get past that registration wall so they can continue to use the site and look at listings. 

But the agent ready leads the ones we're talking about today are more active. That means that they are looking for some specific information. So they are raising their hand in some way where they're saying, hey, I'd like to know more. And that's why there's more opportunity with them once they become active, because they're expecting something in return at this stage. 

So some examples of these active leads are leads that are flagged as ready by CINC AI. So when CINC AI is conversing with a lead and you get that little notification or that badge on the CRM that says agent ready, that means that lead has indicated positively that they're ready to be spoken with by a human, by an agent. Property inquiries are also a hand raising activity. [00:07:00] They're looking for more information about a particular listing. Showing requests, of course. those are the most valuable inquiries on the platform. And home pulse inquiries as well. So a new channel for potential sellers to ask for information about their home value, about how their home compares in the market or finance opportunities.

And so these agent ready leads we found are about 8 times more valuable than registration leads. So they're 8 times more likely to convert to an appointment and a sale. And so I've presented this quite a few times now, but if it's your 1st time seeing it. Here's how it works. So a registration lead, you can value that at around 100 bucks. If you look at your average conversion rate of being around 1%. So 1 percent of leads convert. And if your commission is about $10,000, then quick back of the napkin math, get you 100 worth for every registration lead. So you can say, okay, for every lead I get [00:08:00] that is adding $100 to my income opportunity.

And so then we break it down by looking at these other actions to see how much more valuable are they once you get that consumer to perform a certain action. So the leads that become agent ready through AI are 5 times more valuable. They're 5 times more likely to convert. So we could say that those are worth about $500. Property inquiries are about 6 times more valuable. And then showing requests are the most valuable leads that are worth about $1500 dollars. They're 15 times more valuable than just a registration lead. 15 times more likely to convert. And so that's why it's really important that A) as a product team, as a company, we're focused on generating as many of those actions as possible. And B) that when those things happen that you and your team are [00:09:00] reacting to those inquiries, since those are your most valuable opportunities.

And so over the course of the year this is something that we're tracking now, really focusing on improving. Is seeing how much can we push the platform through various ways to increase the percentage of leads that become agent ready. So if we look at the beginning of the year, we were averaging around 6 and a quarter percent of leads. So the total number of leads we generated every month, what percentage of them took one of these actions to indicate that they're a hand raiser? And that was about six and a quarter. And then through some of the product improvements over the course of the year, especially with the listing details page, we've seen that grow to over 12%. So about doubling in terms of the percentage of leads that are now taking a follow up action to indicate that they're ready for contact. 

So there's a lot that's being generated now. And we need to make sure that [00:10:00] those leads are getting followed up on. And that is a bit of a problem today in that we've looked at property inquiries and AI agent ready leads and found that about half of them across various sites aren't getting contacted. They're not getting a call or an email or a text follow up after they make that inquiry. So lots of leads are, of course, getting good follow up when they register. And those are, that action is happening nearly all the time, but those property inquiries and AI agent ready and showing requests and so on, can happen much later. And that's that's why it's more likely that they might be being missed, but we're seeing that as a big problem. These are the most valuable leads and half of them aren't getting followed up on. So what can we do about that? And that's what this feature is all about. 

So to that first point why is this happening? Why aren't more agent [00:11:00] ready leads being contacted? So this is one of our beta clients that was in the beta for this feature over the past month and a half now. We're looking at some of their property inquiries that they've generated in the past couple of months. And so what you can see here is who the lead was. When their inquiry came in. So when they took some type of action to ask for more information about a property, and then a comparison to when they registered. So if we look at this top one with Chris F, we can see that they registered almost a year ago on December 12th, but they just submitted their Inquiry yesterday. So now they're actually asking you about a listing. So that's been 357 days since they submitted that inquiry. So some leads or since they registered. 

Some leads, they submit an inquiry when they register. That's where you see that zero. So that's a great thing. That means that lead came in ready to go. They're ready to ask about a specific listing [00:12:00] on their first visit. But of course, the whole purpose of having the platform is that long term nurturing. Your nurturing over time so that the longer you're on the platform The more readiness you get from leads that have been coming back to the site, they've been listing alerts. They've been engaging, through texting and at some point they come back and they're ready to buy. And that's when they reach out. And that's what we love to see. 

So you can see some of these leads are. Over 1000 days old before that inquiry is hitting, so that's the system at work. But that's that can be challenging because it can be easy to miss those as well. Because you got a lot of leads in your platform. That lead might be sitting on page 75 in your leads dashboard. And if you don't happen to see that inquiry when it comes in, it's going to be really hard to find that unless you're Doing a great job of sorting your leads and [00:13:00] looking for those opportunities. But that's really what we want to raise is how can we make those things more front and center so that when that lead that you were working on last year suddenly pops up you don't miss it.

So one thing before we're about to get into taking a look at the new feature, but one thing I wanted just to encourage everybody to do because this is part of also making sure that you don't miss those high quality, highly engaged opportunities, is check your notification setup. So your alert settings. So if you go to settings, profile, and then you click on an agent and look at their notifications, you can see all of the alerts that are available on the platform. That you can choose to be notified of by the agent app, by email, or by text and so selecting the right mix here where you don't get over notified on things [00:14:00] that aren't important to you. You probably don't need to get a text every time somebody unsubscribes from from email, right? But you do want to make sure that you get a text every time somebody is requesting a showing. So in this case, that's not clicked. And so that might be something that you want to click. And make sure that all of those ones that are high value, highly engaged activities, you're getting notifications for. So That is the 1st hurdle is making sure you're not missing those notifications. So you got things in here like request showing you've got inquiries from leads home value requests from existing leads. And there's some others in here, which are very important to make sure that you're not missing.

So that's the foundational piece there. But then, even with that setup, we want to make sure that if you happen to miss that notification, that there's another place where you can keep track of all of these high value opportunities. And that's what this contact requested dashboard is all about. We want to [00:15:00] make sure that you're catching that low hanging fruit and increasing both the contact rate and appointment rate on these agent ready and high intent leads. 

So you'll see this on your Launchpad. So the Launchpad is the 1st navigation item, Sarah is going to show it to you in just 1 minute. If you look on your Launchpad and the agent view of the Launchpad, there's this new section called contact requested, which is going to show you these requests like notifications that are coming in from your leads. And they're going to be very contextual. As an example, for this 1st, 1 that we're looking at here. You can see that an AI agent ready lead event happened. So somebody was chatting with the AI and the AI marked them as agent ready. And so it shows you who that lead is and then what was the last thing they did? What was the request that they made that triggered this event of agent readiness? So you have some context there. [00:16:00] And so Sarah is going to show you that in live in just a second. But this is going to help you then keep track in this dashboard of every time that happens so that you don't lose track of them. Even if you get a notification or a text alert, you might call them, but you want to make sure you don't forget about reaching back out if you don't reach that person the first time and that's where this can become extremely valuable. 

So now we're going to move on to the live demo portion and Sarah's going to show us this new feature in action. So I'll stop my share and turn it over to you, Sarah. 

Sarah Astrachan: Hello. All right. Let me get my screen share going for you guys. So ideally you would log in as an agent. And come right here to your Launchpad to get started. You can see right now I've left these empty just to make it a little easier. [00:17:00] But we have some cards in here that I've set up for our our fake agent here. So we log in for the day and we see. Oh, it looks like I have a HomePulse inquiry, a property inquiry, and a showing request. So I'm going to take a look at these. Showing requests, that sounds great to me. I'd love to get a showing request set up for this lead. Let's take a look. You can click on the lead's name. It's going to open the lead details for you right here on your launchpad. It doesn't take you to the lead's dashboard, so it doesn't interrupt your flow. You can see what you need right here, and then continue working. I can reach out to this lead. It looks like they've already unsubscribed from text, and they have a bad email. But they're a new lead, so I'm going to go ahead, I'll give them a call, and see if I can make contact with them. Once I've done that, I will go ahead and mark this card as acted on, which is going to take it out of [00:18:00] my to do list and say I've done it. We'll say for the sake of this hypothetical that I did make contact with that lead and I set up a showing with them.

So now I'm going to move on to my next card. My next card is a property inquiry. They say I want more info about this home, so I'm going to go ahead and click on them. This is an attempted contact, so I've already made an attempt to talk to this lead, but I haven't connected with them yet. I can go ahead and send them a text or an email right here. So we'll say I go ahead and do that. I send them a text about this, but I don't call them. I'm going to leave it as attempted contact. And I'm also going to leave it in my contact requested box. I'm not going to move it because I want to make sure that I don't miss this, and I want to follow up again with this lead. 

And here's our last lead. I'm going to take a look. Sebastian has submitted a HomePulse inquiry. He wants [00:19:00] an estimate on his property, so let me take a look. He's attempted contact. This is an older lead. This lead came in over 300 days ago, but he came back on the site and put in his house and it looks like he is ready to sell. So I will reach out to him. 

Now hypothetically, we could say that somebody ended up submitting a card and I know that I don't need to take an action on it. Maybe I know that lead is trash. Maybe I know that their contact information is wrong or bad. For whatever reason, if there's a card where I know I don't need to take an action on it, I don't need to see it again. I'm not going to do anything with it, I also have the option to dismiss a card. Now at the moment, the statuses that we have are just awaiting response, acted on and dismissed. We are looking at adding in future the ability to undismiss a [00:20:00] card. Right now we don't have that, but if you dismiss someone accidentally or you mark as acted on accidentally, you can still find those cards.

So we'll check out all of our statuses. Here are all of our acted on cards. And as we keep scrolling, all of our dismissed cards. Which creature came in, garbage information, not a real name, we dismissed. We're not going to get anything out of that one. And if it happens to be a real lead and they come back a year later and decide actually I'm going to give you some real contact information and ask for a showing, I'll get a new card here from that lead. So they'll come back if they're real. 

So that is pretty much what it looks like. You can also filter a little more specifically if you get into your Launchpad and you have a lot of cards there, you can filter down and drill down, get a little bit more specific. So let's [00:21:00] say I, I just want to look at showing requests. I really just want to set up some showing requests. So I can come in sort down to my showing requests and I can look at each of these and Take action if necessary. Or maybe I can say, I would really like to see how Home Pulse is doing. How many Home Pulse inquiries do I have? What do those look like? And what am I getting from these leads? So this is basically what it looks like right now and how it functions right now. This is a new feature that we are continually working on and there are going to be new and exciting things coming to the Launchpad. So something that is important to keep in mind as you use your contact requested is we would love to get feedback from you guys about what you like, what you don't like, what makes sense, what doesn't make sense, what you'd like to see. Because this is going to continue to evolve, and we're continuing to work on it. We aren't considering this [00:22:00] released and done. We're gonna keep improving it and adding new and exciting features for you guys, that's basically what it looks like, and I will turn it back over to Jeff.

Jeff Walker: Okay, perfect. Thank you, Sarah. And it looks like in the questions, there was a few folks that were saying that their agent Launchpad does not look like this. They're not seeing this feature in there. So I'm curious. What are you seeing? If you're not seeing it, we'll definitely grab your information out of chat and we'll take a look afterwards. This feature was just released this morning. So everybody should have it. But if you don't, we'll check on it. We'll make sure that if something's preventing it from being shown on your site, that gets resolved. 

All right. So a couple more things to share. And I think we'll answer some of the other questions that are coming up. Agent app, [00:23:00] so this right now is a feature, which has been released for the web and the agent app will be following pretty quickly behind it. And so that is really having the finishing touches being put on it right now this month. And we expect to go into a beta in January and to be released shortly after that.

Where we will have on the CINC agent app a new section here up at the top with these contact requested cards, just like you're seeing on the web. So you'll be able to scroll through those contact requests and do all the same things that Sarah just showed you on the web. You can act on them, dismiss them, open up the lead right from the card. And you'll also see a refresh on the whole design of the Launchpad itself so that it's easier to use. And hopefully, the content that's most valuable is being pushed out front and center to you. So that's coming up next [00:24:00] in the agent app. So we'll let you know when that is ready to go.

And as Sarah was hinting at, too, there are also more features that we'll be adding to the Launchpad to better really support this mission of helping you reach out to your most highly engaged leads. And so right now, The leads that we're focusing on are these contact requested where they've taken some specific action to ask for information from you.

But what we'll be adding next is a new section called trending leads. So this is going to be the next thing that we do. So it's not out yet now. If you don't see this right now, it's that's because it's not done. Contact requested is available, but next will be trending leads and trending leads will focus on other, highly engaged behaviors, other activities that your users are doing, like the types of things that trigger behavioral alerts or the, or things like the mortgage calculator use. [00:25:00] Somebody that's visiting the same property many times or sharing a property or going on a favoriting spree, those types of things we want to call outs that, you know, in one place, hey, here's my most highly engaged leads doing things, which are indicating that they might really be warming up and be somebody that you want to check in on. And so we'll have the contacted requested section and the new trending lead section in our launchpad 2.0 project, which will be next in 2024 to further enhance this feature.

And now a couple important notes about this. 1 thing is we've loaded the data in the launchpad back to October 1st. And so that means if you've had inquiries going back to October 1st, those are going to be reflected the first time that you log in. And so some of them you probably have already acted on and maybe you want to just mark them as acted on. So they're off of your [00:26:00] default list. Some of them maybe are things you didn't notice before that you want to reach out to that potential buyer or seller and see if that's something that can still be converted. But the items before October 1st, we did not include because we didn't want to make it a huge administrative effort for people to have to go back and do a bunch of cleanup. 

I saw this next question being asked in the chat as well about if you're a broker or site owner. Right now, at this time, if you want to look at the activity for your agents, the way to do that is through the become user function. So you can become a user off of the agents list where you can go and look at all your agents you can become a user and then you can go to their Launchpad to see what is available for contact requested in their Launchpad, but we recognize that's not ideal. Where we want to get to is adding a broker view where you can see a master view of all of the [00:27:00] contact requested inquiries that are coming into the platform across all your agents and then see who each 1 is assigned to. So that is something that we'll be working on as well. But we wanted to release this feature as soon as possible. So that the agents could start to really benefit from it. But we haven't lost sight that's an important feature as well.

And then pond leads. This is another one. If you are using a pond, the way it works is that all agents who are members of a pond are going to see those cards. Those contact requested cards as those leads initiate inquiry. So if you got some a lead that's in that pond that requests a showing or clicks on a property inquiry, all agents who are members of that pond are going to get that card and they're going to see it. And so there'll be competition there to act on that and to be the 1st to pick it up, depending upon how you set it up at your brokerage. But once that pond lead gets assigned to an agent, the card will still exist on the other [00:28:00] agents' dashboards dashboaror or Launchpadpads, but they're not going to be able to open the lead from it anymore. They'll get an error message when they try to open a lead, which indicates that lead has now been assigned to somebody else. So just be aware of that, that if you get that message, that's most likely what has happened. There'll be some additional work done in this area as well. We'll be, badging theondwn leads so you can see that it's which leads are pond leads versus which leads are assigned to you. And then looking for opportunities to, to make this process a little simpler. But we want, again, our goal is to create value as quickly as possible. And so this fulfills the kind of the goal of making sure that these leads aren't getting missed when a pond lead is taking some type of agent ready action, folks will see it. And then most importantly, somebody is going to be acting on that to make sure that lead is taken care of. 

And what we found in our beta, and this is one of the important measurements, was that [00:29:00] 85 percent of the beta users said they found a contact request they hadn't seen before. And that's really what this is all about, identifying items that may have been missed so that you can take advantage of some of those best opportunities. 

All right, 1 more item I just want to cover and then we'll get to any questions that haven't been answered in the chat yet so far. So 1 really useful thing about the way that these cards work on the Launchpad is that it's really easy for you to connect what that inquiry was with how that inquiry was generated. So here's what I mean by that. There's different kinds of property inquiries. Now we've got a lot of different calls to action on the listing details page and those different calls to action might be indicators of leads that have different levels of intent. And so it's good to be aware of, okay when I see that [00:30:00] inquiry, knowing where that originated from so that you can gauge before you talk to that lead where their head might be at with in terms of how much are they looking to talk to me specifically? Or are they just trying to get information?

So example, Okay. When we look at this inquiry here, it says property inquiry. I'm interested in Ivey Crossing Trail Cumming, Georgia. I know because of the way this is worded, I'm interested in this property, that this came from the request info form on my listing details page, because it's going to reflect the message that is in this field on the form where I am interested. That's what they always say. And so this is a pretty high intent inquiry, because that means this person of course, had to register. They had to click on request info here. They had to review the form, and they had to click submit. And it's very clear that we're sending a message [00:31:00] to the agent about this home. So you can bet that this is somebody that has a high expectation that they're reaching out to an agent. And then structure your conversation and script accordingly. 

But as part of the new listing details page launch, we introduced a lot of these one click calls to action that are embedded into the content of the page. And these might be lesser intent in some cases. So you've got, it's still a hand raiser. It's somebody that wants information. They're, wanting some, something more, but they may be a little bit more hesitant about being ready to speak with an agent. So being aware of that and and preparing how you're going to approach that conversation accordingly can be really useful.

So for instance here, this is one of the ones that gets a lot of action right here. It's embedded into the property or the listing details. It says I want more info about this home. And it has ask, and then the name of the agent [00:32:00] directly above that. So it's an indication that there'll be, asking the agent, but a lot of folks they're not spending a lot of time reading. And so they're just going to click. I want, This button because they want more information about the home. And you'll see that inquiry come across like this. It just says I want more info about this home. It's never going to say anything more or anything less because it's just reflecting the text of that button. So you know that means this is a person that filled out the button or clicked the button versus filled out the form. 

Another button example is send me homes near these schools. So if you see that, you'll see that context in the property inquiry. They clicked on send me more homes near these schools. So this person might just be looking to improve their search, or they're refining their search.

And so they're asking you to help them with getting a more, more refined list of properties. This person might just be looking to get, they want to see something that's not on the page. So some details about this property [00:33:00] that's not reflected yet. Or maybe something that they just haven't discovered about it. And so they're pulling for information. 

But what could happen from this is with this big influx of inquiries and the different ways that folks can click on these listings, you might get this kind of response when you call that lead. And we've definitely heard of these cases where the lead you call the lead because you saw a property inquiry. And so you go, oh, that must mean they want to talk to me. But the lead says I didn't mean to ask for more information. It was an accident. So I imagine everybody here has heard that. Oh, I accidentally asked for more information. Of course, what's interesting is it's, try it yourself. It's not easy to do that. It's not easy to accidentally click these buttons. They're not designed for people to click them by accident. You have to, that means they registered. They went through registration. They [00:34:00] looked at the listing. They scrolled through the data on the listing. And they clicked the button. And that's the steps that you have to go through.

So when they say that it was an accident, what they're really saying is that they didn't mean to ask for more information from you. That they were expecting that something was automatically going to happen when they click that button, and it was going to suddenly reveal more information about that listing.

And so just like with with a new lead, Our recommendation is that you approach those conversations with the same skill set, the same objection handling skill set as your initial conversations. You might still need to build trust and rapport and disarm their defenses. Just like the person who walks into a store and says oh, I'm here. I'm just browsing when the salesperson asks them, even though they're very interested in buying [00:35:00] something, but they're they haven't built that trust. They feel awkward about talking to somebody. And so they want to feel comfortable before they start opening up. And so you want to use those same tools that you've learned through CINC U and through our webinars and CINC conversion day to disarm the lead, to build that rapport, to understand their motivation, so they begin to trust you and then open up about what they really wanted to learn. 

But don't buy it. That's my advice. When they say it was an accident, it wasn't an accident. They didn't click it by accident. They're just feeling a little insecure about asking you for information at that stage. So, don't give up on those. Keep pursuing it. And I would recommend if you want to build your skill set on this, we have our free power hour this week. We're doing this virtually every month now. And so it's a great opportunity. Hopefully you've got some agent ready leads to follow up on. Of course, you can do this with, with all leads that are in your platform as well, but we have specific training given every [00:36:00] month, where we go through how to handle these objections, how to script for these conversations. And it's a great place for you to practice these skills, see how you can convert these, and when you get stuck, when you have a conversation, you say they said this and I didn't know how to overcome it. You've got a support team there to help walk you through. Hey, how might we have approached that differently? And how can you do it differently the next time? So I strongly encourage everybody to attend the great online conversion day with John Marone. It's a virtual, it's free. And it'd be great to have you there practice these skills. So that is all the content we've got.

Sarah Astrachan: I was going to when we've wrapped everything up, I'm going to take over the screen share again and show, log out, log back in. We can go over a hard refresh for anyone who doesn't know, it's control shift R on a PC. I'm not actually confident on a Mac. I believe it's command [00:37:00] shift R for Macs. But that hard refresh will be helpful. There are a couple things. So first of all here, 

I'm gonna go ahead and I'm actually gonna mark this guy as acted on. This may be the case for some of you if you log in. We're just going to do a little bit of a refresh here and see, what it looks like if you don't have any cards ready for you, which can happen. Especially, I think you touched on this, but if you are a broker and you don't have leads assigned to you personally, you assign all of your leads to your agents, but you as a broker don't work with any leads, don't have any leads assigned to you, you won't have any cards. The cards are only going to go to agents that are assigned to those leads. So you may see just an empty box there which if Starling will load, I will show you what it looks like. It'll say [00:38:00] success, congrats, all caught up on requests. Keep up the good work. So if you are logging in and you're like, where are my cards? I don't see any cards. You may not have any right now. And that could be because you're a broker. It could be because you're a newer site. And we, there just hasn't been time. There are many reasons for why you might not have anything in there. 

Generally if you log in and you think you should have them, you're not either you're not a broker or you are a broker, but you do work leads or you're a solo agent or what have you definitely would be worth bringing it up to your account manager. See if you can talk to them. Maybe there needs to be a change in your marketing. Like maybe we need to change how we're doing our pay per click ads for you. Targeting changes, whatever to bring in leads that are more active leads that are going to show up here in your contact requested.

So [00:39:00] there's many reasons why you might not see any cards here. But generally if you're logging in and you don't see any there, it's it's worth having a conversation with your account manager and see if, anything needs to change for your site. 

Jeff Walker: Yeah. Great. Yeah. If you have no agent ready leads, your account manager might do a health check for you on are you doing the types of things which drive user engagement? Make sure you've got behavioral messaging turned on, make sure you're setting up listing alerts for all leads. Your leads are subscribing that they're receiving emails, opening their emails, doing those types of things, which are going to generate those downstream activities. So feel free to bring that conversation up and we can just make sure that the system set up in a way, which is driving that engagement.

Sarah Astrachan: I also do just want to say I've been spot checking everybody in the comments when I have a moment, anybody who is saying that they haven't been able to see it. And every single site I've checked has had it. So I would definitely recommend that hard [00:40:00] refresh, log out log back in, and if you're still not seeing it, you may need to contact our frontline team and see if they can walk you through it. But I, like I said, I spot checked. Grabbed a bunch of different random ones from our chat and every single one that I checked did in fact have a contact requested on their agent Launchpad. So it is there. We just got to get you to it.

Tamara Ward: Hey, Jeff, I just wanted to chime in. I'm Tamara. I'm a trainer at CINC for those who are on the webinar. I just wanted to make sure everyone knows in your help center, in the search bar if you type contact requested, it will pop up in the help center. If you just want a tutorial video or look at this kind of on your own time as well, just know there is a full detailed article in the help center.

Jeff Walker: One question was asked if a lead submits an inquiry with an updated phone number, will that phone number get updated for the lead? And pretty sure the answer for that is yes. We'll have to try it just [00:41:00] to double-check and make sure. 

What happens if a lead is unassigned? So these cards are like notifications right now so that once it's on an agent's launchpad, It's going to stay there until the agent dismisses it. So even if it gets assigned to somebody else or unassigned from them They'll still see the card, but they can only access the lead details for a lead that belongs to them.

That's The safety check to make sure that the agent's not able to actually get into the lead details if that lead no longer belongs to them. 

Sarah Astrachan: Yes. And in that vein, we did get a couple different questions about what if the lead is unassigned? If the lead is unassigned, there's nowhere for the card to go. So the leads do need to be assigned to an agent, in order for those cards to be generated. 

And we also just got a question about how can a lead register with the wrong number and wrong email? Right now they can put in whatever they want for their email address and their phone number. But we're working on something for that. So stay tuned. [00:42:00] 

Jeff Walker: Our next, I think I've hinted at it before, but we have a lead verification project for phone number verification that we're working on and that'll be going into testing before the end of this month, so we'll likely be talking about that next month with you guys as we start to share the beta and upcoming plans with that launch.

Sarah Astrachan: And for, is there a way for leads to come in with listing agent assigned and buyer agent? Yes, they can. It depends on how you have your agent assignment set up on your site, but you can have them come in that way. In that case, we are going to prioritize the buyer agent unless it's a seller lead, in which case we prioritize the listing agent.

Jeff Walker: Yes, the lead verification project is applicable, that'll be applicable to everybody. 

There's a lot of exciting stuff coming out on that front. We're going to go into testing this month and we're going to we want to get a sense for how [00:43:00] many phone number corrections can we get? And how does it impact user behavior? And once we have that those metrics, we'll be doing a test over the last couple of weeks of the month to see how it impacts things. And then, once we get those results in, we'll be able to share our plans with you guys.

All right. I think, that pretty much wraps it up. But yeah, again, feel always feel free to reach out to your CINC representative. And they can certainly reach us with any questions that they're not able to answer as well. And we'll go, we'll comb through the chat logs as well. Make sure we got everything that we could. But thank you all for joining today. Really appreciate it. And thanks for being a CINC client. So hope to see you on the webinar for a conversion day. And until next time we'll be reaching you again soon with some of the new exciting things that are being worked on at CINC.

We'll wrap it up. Thanks, Sarah and JF and Tamara for joining this call as well.