Zillow Leads Hand-off and Audit Process

Handling Property Inquiry

This guide outlines the step-by-step process for managing rental property inquiries in Follow Up Boss, detailing separate procedures for listings under and over $2,500, and includes guidance on auditing the Zillow Rental Leads Feed.

Listings Under $2,500:

1. Monitor Incoming Inquiries

• Check for new property inquiry messages in FUB (Follow Up Boss)

2. Verify Listing Details

• Search for the property address in Darwin
• Confirm the rental price is below $2,500
• Locate and note the listing agent’s name and email address

3. Update Client Conversation Details

• Go to the “Details” tab of the conversation in FUB and enter the rental price
  • then, click on the green check button

• Input the listing agent’s full name on the "Custom Fields" tab of the conversation
  • click on Assigned Agent Name
  • enter agent's name on the textbox
  • then, click on the green check button

4. Text the Client thru FUB

• Click on "Messages"
• Click on the "Text" button
  • then, click on "Sendblue"

• Use this text template to respond to the client:

"Hi [[Client Name]], we will connect you with the Listing Agent - [[Agent's Name]]. If you need to reach her, her email is [[Agent's Email Address]]."

• Update the necessary information on the template
• Click on "Send via Sendblue"

5. Email the Listing Agent thru FUB

• Remove the client's email address as the recipient
• Locate the listing agent’s email from Darwin, their profile, or on our monday.com Boards and enter as recipient
• Use the “Assign to Listing Agent” email template from My Templates
• Customize the greeting as needed (add agent's name)
• If the client has replied with their preferred showing date/time, include it in the email

6. Update Lead Status

• Change the Stage status from “Lead” to “Trash” once the inquiry has been processed and the agent has been contacted
  • then, click on the green check button

Listings Over $2,500:

1. Monitor Incoming Inquiries

• Check for new property inquiry messages in FUB (Follow Up Boss)

2. Verify Listing Details

• Search for the property address in Darwin
• Confirm the rental price is over $2,500

3. Update Client Conversation Details

• Go to the “Details” tab of the conversation in FUB
• Enter the rental price

4. ISA will take over the lead, nothing else needs to be done by Processing.

Zillow Rental Leads Feed

To ensure leads are routed correctly, the Processing Team is responsible for auditing them and keeping the Rental Leads Feed spreadsheet up to date. Any feed that deviates from the process outlined below must be escalated to Marni.