Release 1.95.0

Pin your most important notes and calls

What are pinned notes and calls?

Pinning a note or a call in the lead’s profile is making it easier to locate important information.

Pinned items will be displayed at the top of the Notes & Calls section. You can easily set them apart from the rest of the Notes & Calls, as any pinned item will be highlighted.

To pin a note or a call:

1. Open a lead’s profile in the CRM.

2. From the lead’s Notes & Calls tab, identify the note or a call that you want to pin.

3. Go to the top-right of the note/call, then click the pin icon.

Note: Pinning notes and calls is available to all users in the CRM. If there is more than one pinned item, they will be ordered by date.

To unpin a note or a call:

1. Open a lead’s profile in the CRM.

2. From the lead’s Notes & Calls tab, identify the pinned note or a call that you want to change.

3. Go to the top-right of the note/call, then click the pin icon to remove it. Unpinned note/call will be displayed in the list in chronological order.

Text widgets: Different text content for registered and non-registered users

You are now able to show different text content for your registered and non-registered users if you have a new platform website. 

To create different content for your registered users:

  1. Log into your CRM account
  2. Go to Websites and open your Site Manager
  3. Go to Page builder and open the page you wish to edit in edit mode

  4. When editing a text widget, you are going to see a toggle at the bottom of the widget called “Show different content for logged-in users”.
    When this toggle is enabled, there is going to be a second text box where you can enter the content that you would like your registered/logged-in users to see. 
  5. Save the changes

Your website users will see the content from the first box in the widget when they are not registered or logged in, and they will see the content from the second text box when registered and logged in. By default, all websites with text widgets will have the same content for logged in and logged out users, however you now have the option to edit the text widgets!

Example use-case:
Non-registered users see: “Sign up to see 5 tips about buying your first home”
Registered users see:

“ 1. Make sure that your Credit Score is good and find ways to improve your credit score – the higher the credit score, the better your opportunities to get a loan” 

2. Make sure you know your budget and set realistic expectations for yourself

3. …”

Note: this feature is available only to New Platform users. To inquire how you can switch to the New Platform, please reach out to our Support Team at

New “AI Bot Settings” Tab

The AI Bot settings page can be located under the “Administration” section of your CRM – this settings page will only be accessible to CRM users with administration rights. The AI Bot settings will allow you to enable the AI Bot, manage your AI Bot subscription and choose which CRM users will have access to the AI Bot.

What is the AI Bot?

The AI bot is an artificial intelligence bot that carries out conversations with your leads in an attempt to gather qualifying information from the lead and set up an appointment for the agent. The AI bot is able to adapt to natural conversation flow and respond with appropriate contextual responses.  When the AI bot needs to hand off the conversation to the agent, the agent will receive an e-mail notification titled “AI Bot has marked this lead as Interested/Needs Follow up”.

The AI bot will only be triggered for leads who respond to an SMS message and only if the lead’s pipeline status is set to one of the following: Not Set, New Lead or Tried to Contact. If you wish to take over the conversation and stop the bot from communicating further with that lead, you can turn the AI Bot off for that specific lead by changing the “Chat bot active” toggle to NO in the SMS tab of the lead profile. Any information that is collected by the AI bot will be stored in the “Bot Data” tab of the lead profile. 

There is an additional cost for the AI Bot service. Please access the AI Bot Settings to view the AI Bot packages. When the AI bot begins a conversation, it will count as one conversation credit per lead, regardless of how long the conversation continues – the conversation will not be counted as conversation credits in future months.

Please note that a valid Twilio integration is required to use the AI Bot service. 


Will I know when I need to intercept into the conversation?

Yes, you will receive an email notification informing you that the bot needs to hand off a conversation. The bot stages that will trigger this email notification are ‘Interested’ and ‘Needs Follow Up’. The Subject line of the email will be: AI Bot has marked this lead as “Interested/Needs Follow up”.

Will the bot be triggered for leads who are already in my database?

The bot will be triggered for all leads who had no prior communication with the agent (i.e. pipeline status is in New Lead or Tried to Contact) and have responded to a system SMS after the Bot was enabled. 

Does the bot automatically update the lead’s info?

Currently, the bot collects the information and stores it in the lead profile, but it does not automatically update the lead’s information. The bot conversation/data is stored in two lead profile tabs: SMS and Bot Data. 

Does the bot follow a linear script?

No, the bot adapts to natural conversations and can respond with appropriate contextual answers and empathy. Most leads who text with the bot believe they are talking to a real person.

Will the bot text my leads in the middle of the night?

If a lead requests information in the middle of the night, the bot will respond to an inquiry at the time of request.

Will text messages be sent from my cell phone number?

Yes, the lead will receive the messages from the Main Agent’s twilio number. 

How long should I let the bot talk to my leads?

The bot’s script has been perfected over millions of conversations. Most agents allow the bot to complete their conversation and take over when the bot tells them the lead is ready for hand-off.

How long does it take for my bot to start engaging with my lead?

The bot will be enabled immediately and conversations will be triggered as soon as an incoming lead or old lead who had no prior conversation with the agent responds to the first SMS that is sent from the system. 

Do I customize what the bot says?

No, the bot’s script has been carefully crafted for success and is updated regularly. The cadence of communications and responses have been perfected from millions of conversations.

What’s the difference between an AI bot and a chatbot?

Chatbots follow a linear script and can’t handle unpredictable questions. The AI bot has learned from millions of conversations how to respond to normal conversations and show empathy.

What happens if a lead asks to be removed from text messages or says they are not interested?

The bot will apologize and not engage any further with the lead. However, it is highly suggested that you deactivate the bot for that lead in the lead profile SMS tab. 

If I make contact with a lead outside of my CRM will the bot know?

The bot will not know if you made contact outside of the CRM if you do not use your CRM phone number. 

Are there filters available to show the number of leads with active bot conversations and past bot conversations?

Yes, you are able to use the filters ‘Customer Care Bot’ and ‘Customer Care Bot Leads by State’ on your dashboard to filter your leads by bot conversations. You can also see how many remaining bot conversations you have for the month in your AI Bot Settings. 

To see more information about the mentioned filters, please see video: 

Does AI really work?

Agents report a 2x higher appointment booking rate when they add AI to their lead qualification process.

Can the AI bot respond in multiple languages?

Currently, the bot can respond in English and Spanish. 

How do most agents use AI?

The bot is used to respond to leads at the time that home purchase is on their mind. The bot then collects all the qualifying information you need and books appointments. Many agents report that the bot manages most of their new lead bookings, freeing up their time for more high-value activities.

Does the bot delay the responses so that the lead does not think it’s automated? 

The bot delays the responses for approximately 2 minutes to create a natural feel to the conversation.

How can I organize the active and past conversations that the bot has?

The entire history of the SMS conversation is available in your CRM in the SMS tab of the lead profile. In addition, you also have a tab in the lead profile called ‘Bot Data’ where all the collected data is stored.

What is considered a bot conversation and do they carry over into the following month?
A bot conversation counts as the overall conversation between the bot and the lead. When the bot begins the conversation with the lead, the conversation can continue indefinitely and does not count towards future month’s conversation credits. In other words, a conversation can carry on into future months, but it will only count as a conversation credit in the month when the conversation was initiated.

Can I enable the Bot if I do not have a crm phone integration?
No, you must have a CRM phone integration for the bot to be able to send out SMS messages. As a sub-user, you do not have to have your own Twilio phone number as long as the main account holder has a company twilio account enabled.  

Saved listing searches uneditable criteria 

There are some search criteria filters that are available on the website, but are not supported on the CRM. The saved listing search pop-up will be changing in the CRM in the near future, and will include all of the website filters. In the interim, there will be a banner in the saved listing search if there is any additional criteria that you cannot view or edit in the pop up. In the banner, you will be advised which filter criteria is not visible in the CRM and you will receive a link to the user’s website where you can view/edit any of the saved search criteria. 

To adjust the uneditable search criteria:

1. Open a lead’s profile in the CRM.

2. Locate the saved listing search you would like to adjust

3. Open the criteria by clicking on the “Edit” button

4. Click on the link in the banner

5. Remove or edit the filters as needed directly on the lead website profile (Tip: make sure to click on update search!)



NEW FILTER: Middle School Name 

For our NTREIS users, we’ve added a new listing filter- Middle School Name. 

Your website subscribers now have the ability to filter listings based on Middle School Name. 

If you wish to update their Saved Listing Search, Middle School Name is also available in the CRM Saved Listing Search filter list. 

For more tips on how to utilize the new filter, please check out this video: 

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