Referrals
Adding a referral
Individual referrals can be added on the Today View or the Referrals Page using the Refer a New Prospect Button. When you add a referral, the fields that are mandatory are marked with a single *. Fields that will affect the pipeline reporting are marked with a double * but are not mandatory. It is not mandatory, but recommended, that you also add phone number and email address. When you add these fields, the photo may prepopulate with our social integration tool that will link any social media accounts we find with that contact information. To watch a video on adding a referral click here.
How to edit a referral
Anyone with Admin privileges can edit any referral’s information. To edit a referral’s information, go to the referral page and either click on the referrals name or on the box next to the name. If you click on the name, you will open the quick view of the referral and stay in your search. If you click on the box next to the name, the full referral file will open. To edit in the quick view, simply click the edit buttons next to the contact info or the referral details. To edit in the full view, click the pencil icon in the top right of the screen. To watch a video on editing a referral, click here.
How to search or sort your referral lists
In the Referral view, you can sort by any of the header fields in blue by clicking on the field. You can also search by most of our referral fields by clicking the Advanced Search button and selecting the field you would like to search by.
Sending a mass communication (text / email / video)
To send a mass communication, go to the Referrals page and search the group you would like to communicate with. Once you have your search, you can use the boxes next to the names to select individually or the boxes at the top to select the entire page or all of the referrals in your search. Once the boxes are selected, you will see a group icon appear at the top of the page (looks like 3 people). This dropdown will then allow you to select to send an email, text message or video message (if you have BombBomb) to the group you have selected. To watch a video on sending a mass communication, click here.
Using the Follow up date option and snooze button
To set a follow up date, you can add this when you add a new referral or update in a referral file through the quick view or full view. You can also snooze follow up dates for a single referral or a group. After selecting a person or a group by clicking the boxes next to their names, use the group icon at the top of the page and click on Snooze to set the follow up 7 days out.
Using the Tag feature
When you add a new referral or upload a list of referrals, you are given the option to add a tag. A tag can be a good way to separate a group of referrals for future communication. You can search for the tag using the advanced search and also apply a tag to a group using the group icon at the top of the page. To watch a video on tags and how they work, click here.
Using / finding archive records
On the referrals page, you have access to an archive feature that will allow you to keep referrals that you may not want to have in your current view. This will also be where your referrals who have joined your office go 30 days after joining. To access your archive, click on the Archive link in the top right of the Referrals page. You can search and sort in your archive the same way that you would in your Referrals page. You can also move a referral back to your Referrals page by updating the status. Programs and Follow up dates can also continue with your archived referrals.
What happens with a duplicate referral
Our system is designed to update and not duplicate referrals when name, email address and phone number match, but sometimes duplicate referrals still will occur. On your referrals page, you have a Merge Referrals option in the top right that will suggest any referrals that we think may be the same and you can manage those by telling the system to merge or not.
How to delete a referral
On your referrals page, you can delete a single referral or a group of referrals. To delete one referral, select the Actions option on the right of the referral and click delete. To delete a group, select the group by checking the boxes next to their names and using the group icon at the top of the page.
Reports
How to use the Pipeline Report
Our pipeline is designed to help show you what you have likely coming into the Office in the next 3 months. The fields that are important when pulling this report are First Appointment Date and the Pipeline Rating. You can view the Pipeline Report by month or year to date. You can also include agents who have joined if you choose. The Pipeline report is available for instant download as well. To view a video that shows the pipeline report in more detail, click here.
How can I see a list of all of the text messages that are sent and received
In your Reports menu, you have a report called SMS Logs. This will show you all text messages that have been sent and received through your account. Your Notifications area on the left menu will also show you incoming text messages as they come in.
Users
When a recruit joins your Office
When you mark a referral as joined in our system, you have the option to preset communication and account creation for your new agents. The system can automatically create them a Xceed account to allow them the ability to send leads to you. You can also choose to automatically add them to a retention or onboarding program if you like. These options can all be set in the My Office area.
How to add a new user
If you need to add a new user that was not already added as a joined referral, you do that by clicking the Invite New User button on the Users page. This will allow you to add their contact information and their access within your Office. When a user is added, they will receive an email from us with their account details and a three-minute video on how to use the system. To watch a video on adding a user, click here.
How to edit a user
To edit a user, go to the Users page and either click on the user’s name or on the box next to the name. If you click on the name, you will open the quick view of the user and stay in your current search. If you click on the box next to the name, the full user file will open. To edit in the quick view, simply click the edit button next to the user details. To edit in the full view, click the pencil icon in the top right of the screen. You can also add your agents’ birthdays and anniversary dates in the edit screens. To watch a video on editing a user, click here.
How to search / sort your roster
In the Users view, you can sort by any of the header fields in red by clicking on the field. You can also search by most of our user fields by clicking the Advanced Search button and selecting the field you would like to search by.
Sending a mass communication (text / email / video) to a user
To send a mass communication, go to the Users page and search the group you would like to communicate with. Once you have your search, you can use the boxes next to the names to select individually or the boxes at the top to select the entire page or all of the referrals in your search. Once the boxes are selected, you will see a group icon appear at the top of the page (looks like 3 people). This dropdown will then allow you to select to send an email, text message or video message (if you have BombBomb) to the group you have selected. To watch a video on sending a mass communication to your agents, click here.
Using the Tag feature for agents
To add a tag to your agents, you can do this in the quick view or in the full user file. A tag can be a good way to separate a group of users for future communication. You can search for the tag using the advanced search and also apply a tag to a group using the group icon at the top of the page. To watch a video on tags and how they work, click here.
How does an agent submit a referral
Each agent in your roster will have their own account that they can use to send you referrals through the system. They can add a referral by logging into their account and clicking the Refer a New Lead button on their Dashboard when they log in.
How to remove an agent from your roster
If you have an agent that has left your Office, you will need to go to their full referral file to mark this and remove them from your account. On the Users page, click the box to the right of their name to access their full referral file. Scroll down to find the Left Office button on the bottom left. When you click that button, you will need to enter the date they left as well as where they went, and this will reflect in your Left Office Report as well as your Company Dollar reporting.
Toolbox
How to add an Email Template
From the Toolbox menu go to Email Templates and select Create New Email Template button. Enter the Name of your template, type and email subject. Email templates can include form fields for personalization, images and links. To watch a video of creating an email template, click here.
How to add a Text Template
From the Toolbox menu go to Text Templates and select Create New Text Template button. Enter the template type, the name and text message and hit Add. To watch a video of creating a text template, click here.
How to create a new program
From the Toolbox menu go to Programs and select the Create a New Program button. Enter the name of the program, and program type and hit submit. You will then be able to create rules for your program. Each rule will run on a timeframe and can be an email, text message, follow-up reminder, task to someone in your office or can move someone to another program. To watch a video of creating a new program, click here.
How to adjust or view current program details
When you are on the Programs page, you will see a list of all available programs. On this page, you will also see if the Program is currently running or paused, how many are in the program and a link to View Statistics of the program. If you want to see the list of those enrolled or view the statistics (open rates) of the program, you can click the link directly from this page. If you want to view/edit the steps of the program, just click the name of the program. The steps of the program are drag and drop for easy adjustment and you can also add more steps by selecting “Add Step” at the bottom. If you would like to edit the name or type of the program, you can do that by clicking the Update Program Details button in the top right.
How to use the tasking feature
The Task feature allows you to assign tasks to others in your Office. There are two ways to add tasks – either in a program, or from the Tasks option in the Toolbox menu. In the Toolbox option, just click the add task button to assign either a referral or retention task. In a program, you can add a step to assign a task to someone as well. When a task is assigned, the person assigned the task will get an email and you can track what has been completed.
How to use the referral pipeline expanded excel file
If you would like to download a list from your Referral page, you can use the expanded excel file in your Toolbox. This option will create an excel download for you, based on search criteria in your Referral page.
How to download from BrokerMetrics
Watch a step-by-step video of downloading BrokerMetrics and uploading to your account here.
How to download from Trendgraphix
Watch a step-by-step video of downloading Trendgraphix and uploading to your account here.
How to upload referral list
In your Toolbox under Tools, you have the ability to upload any spreadsheet with leads you may have under Upload Referral Lists. Download the Sample Referral List and format your headers to match the sample and then upload on that same page adding the Admin and Referring Agent. You can also add a tag and follow up date if desired.
How to edit / delete tags in the Tag Manager
In your Toolbox under Tools, you have a Tag Manager that will allow you to view all of your tags and give you the option to edit the names of your tags and delete them if you like.
Account – overview video here
Billing questions
The main Admin on the account will be able to see all recent charges in the My Account area. For questions or issues with your billing, send an email to your Regional Director or to contact@xceed.io .
Uploading Photo
Update the photo on your account and also on your landing page from My Account and then selecting the Update My Account option.
What is system phone number
Your system phone number is the number assigned to every Admin account that allows the text and dialing option from our system. We assign a system number as close to your number as possible and anyone who calls or texts your system number will route to your cell phone.
How do I change my password
From My Account click on the red Change Password text.
How do I opt/out of emails or text messages from the system
From My Account, select the Update My Account option. Follow up emails and text notifications are both options that you can opt-in or opt-out from.
How do I add my email signature
From My Account, select the Update My Account option. Email Signature can be added at the bottom and will show on all emails not created in templates.
How do I update my integrations (Google Analytics, Eventbrite, etc.)
From My Account, select the Update My Account option. All of your integration options can be updated from this option.
My Office - overview video here
Where do I update my Office information
From My Office, select the Edit Center Details link in the top right. From here you can update address, agent counts and goals.
How do I change my Office preferences
From Office, select the Edit Office Details link in the top right. From here you can update your preferences regarding joined agents, follow up dates, and also view/edit your Office Landing page.
What are Referral Rules and how do I set or change them
Referral Rules are located under My Office and are rules that you can set to automate communication in and out of your office. You can set who you would like to be the main contact on your landing page. You can also set what drip campaigns (if any) you would like to go to different levels of leads as well as to your new joined agents.