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Tech Tuesdays  - March 17

VIEW RECORDING - 111 mins (No highlights)

Meeting Purpose

Troubleshoot phone routing and contract sending workflows.

Key Takeaways

• Fix Phone Routing: Disable Genie's local presence and use the Wave Dialer for acquisitions. This prevents non-acquisitions numbers (e.g., TC) from being used for outbound calls, which caused incorrect callback routing.
• Improve Inbound Calls: Set all Genie numbers to "Ring All" to all acquisitions reps. This ensures calls are always answered, improving lead capture and projecting professionalism.
• Streamline Contract Sending: Use the manual contract template workflow. The "Send Contract" button is being removed to prevent confusion while a more robust, state-specific automation is developed.
• Correct Lead Statuses: Use the "Offer Made" status only for KPI tracking. Immediately follow it with an action status (e.g., "Negotiating," "Appointment Booked") to ensure leads are correctly routed in the Attack List.

Topics

Phone System Configuration

• Problem: Tim's phone routing was broken. Genie's local presence feature was using all available numbers for outbound calls, including non-acquisitions lines (e.g., TC). This caused callbacks to route to the wrong department.
• Solution: Disable Genie's local presence and use the Wave Dialer for all acquisitions calls.
  • Rationale: Wave allows you to select which numbers to use for local presence, keeping acquisitions calls separate.
• Inbound Call Handling:
  • Set all acquisitions numbers to "Ring All" to all acquisitions reps.
  • Rationale: Ensures every call is answered, preventing lost leads and projecting professionalism.
  • Settings: 20-second incoming ring, 30-second outgoing ring.
• User Settings:
  • Set all user "Ring All" channels to "Mobile App" to ensure calls ring on their phone, not just the desktop app.
  • Restrict user data visibility to "Only assigned data" to prevent message overload and clarify ownership.

Wave Dialer Setup

• Configuration:
  • Nuisance Protection: Set to 2 hours. This prevents the same lead from being presented to another rep for 2 hours after initial contact, avoiding duplicate calls.
  • Dialing Mode: Use "Standard." "Advanced" mode skips to the next lead without allowing notes.
  • Outbound Voicemail: Leave blank. Reps should leave custom "cliffhanger" voicemails to entice callbacks.
  • Time Zone Protection: Turn off for international teams.
  • Call Destination: Set to the team's default Genie number. This routes all callbacks through Genie, ensuring talk time and recordings are tracked.
• Dialing Strategy:
  • Attack List: Use a single-line dialer. These are high-priority leads, and a three-line dialer risks a lead answering while the rep is on another call.
  • Revival List: Use a three-line dialer with a "callback message." This message plays if a lead answers while the rep is busy, placing them next in the queue.

Lead Status & Automation

• Problem: The "Offer Made" status was being used incorrectly, causing leads to stall in the Attack List.
• Clarification: "Offer Made" is for KPI tracking only and does not change a lead's position. It must be followed by an action status.
  • Action Statuses: "Negotiating," "Appointment Booked," "Under Contract," or "Offer Rejected."
• Problem: The "Assign To" field was hard to find, leading to incorrect offer attribution.
• Solution: The "Assign To" field was moved to the top of the contact record for immediate visibility.
• Problem: Leads marked "Not Interested" were reappearing on the Attack List too soon.
• Cause: A published test automation incorrectly reset the lead status. The correct "Not Interested" drip campaign has a 30-day wait before re-engaging.

Contract Sending Workflow

• Problem: The current contract workflow is manual and lacks robust features.
• Solution: Use the manual template workflow in the "Contracts" tab.
  • Process: Select a template → Fill out fields → Add seller as a signer → Send.
• Future Automation (In Development): A new system will allow sending all agreement types (assignments, addendums, novations) with auto-populated, state-specific disclosures.
• Buyer Signature: To avoid bottlenecks, create a shared company email (e.g., tc@company.com) for the buyer signature. Reps can then sign on behalf of the company, eliminating the need to wait for a manager.

Next Steps

• GenieREI Support:
  • Fix the "Not Interested" automation for the 12 affected leads.
  • Investigate why the Wave Dialer's "Not Contacted" status didn't trigger the correct workflow for Tim.
  • Add a "Lockbox Code" custom field to transaction cards.
  • Confirm if automated texts send from the default or last-used number.
• Tim:
  • Record a video of the Wave Dialer "Not Contacted" issue and send it to support.
• All Users:
  • Configure phone settings: disable Genie local presence, set inbound calls to "Ring All" to the mobile app.
  • Use the manual contract template workflow.
  • Follow the correct lead status process: "Offer Made" for KPI tracking, followed by an action status.

Action Items

• Update Drip Replies filter to sellers not Under Contract - WATCH (5 secs)
• Contact GHL support re: department-specific local presence - WATCH (5 secs)
• Buy local numbers in major cities for acquisitions dialing - WATCH (5 secs)
• Set Dorothy Nandlal status beyond Offer Made - WATCH (5 secs)
• Move Assign To to top in all client accounts - WATCH (5 secs)
• Remove Send Contract button; set up manual contract sending for all clients - WATCH (5 secs)
• Ensure team has shared TC email for signing - WATCH (5 secs)
• Add Lockbox Code field to transaction card - WATCH (5 secs)