GGMS Assist / Inbox Manager Roles and Responsibilities & FAQs

This document captures the roles and responsibilities of a GGMS Assist Inbox Manager. We will also highlight the roles and responsibilities of an inbox manager versus a real estate agent. In addition to the most frequently asked questions.

Roles and Responsibilities

We have broken roles and responsibilities into two sections; inbox manager and agent responsibilities.

Overview

The primary goal of an inbox manager is to free up the licensed agents/lead managers/ISA time by handling low-level conversations, lead management, and tasks. The inbox manager sweeps your account multiple times daily and focuses on managing the following items.

Lead Statuses

The inbox manager is responsible for managing lead responses, suggesting property tasks, and nudging the following lead statuses.

• New

• Qualify

• Active

• Watch

• Junk

Inbox

The inbox is located in the top right corner of your Sierra Interactive account. The inbox manager is responsible for making sure that property inquiries, emails, and texts received are as close to zero as possible.

When conversations need to be escalated to an agent, or the conversation is with a contact whose lead status is outside of what is listed above, the inbox manager will apply a “Notify Agent” tag, which gives the assigned agent a task and places the contact in the “Notify Agent Tasks” filter.

Suggest Properties Tasks

The inbox manager will complete suggest properties tasks for New, Qualify, Active, Watch, and Junk lead statuses. Suggest properties tasks are created by automation when a contact we have not recently engaged with views the same property 5 or more times.

Form Submissions

The inbox manager is responsible for creating saved searches for contacts that complete a personalized home search form on your website. If the search is beyond what our team is capable of creating, they will apply a “Notify Agent > Form Submission” tag, which gives the assigned agent a task and places the contact in the “Notify Agent > Form Submission” filter.

Smart/Engagement Filters

The inbox manager is responsible for managing the following smart/engagement filters. If needed, we will nudge the following filters to generate additional lead engagement.

1. Cold/Qualify

Filter dynamically populates leads that are in qualify status, zero pending tasks, not on a contact delay, no call or text message sent in the last 30 days, and no email sent in the last 3 days. Call, text, or email to remove the lead from this list.

2. Warm/Active

Filter dynamically populates leads that are in active status, zero pending tasks, not on a contact delay, no call or text message sent in the last 15 days, and no email sent in the last 3 days. Call, text, or email to remove the lead from this list.

3. Form Submission

Filter dynamically populates leads that have filled out a form and still have the tag “GGMS Form - Needs Review” applied. Review the form submission and remove the tag to remove the lead from this list.

By default, we use email nudges to avoid account overages with Sierra Interactive. However, with your authorization and approval, we can nudge these filters using text messages which are often more effective than emails. Please note that any associated text message overages will be billed to you directly by Sierra Interactive. If you want our team to use text messages instead of emails, send a request to support@ggms.com.

Not Covered by the Inbox Manager

• The inbox manager does not make calls.
• The inbox manager does not create super custom saved searches.
• The inbox manager does not work leads in Prime, Pending, Closed, or Archived status.

Overview

The primary goal of the agent is to complete all assigned tasks, make phone calls to new leads, and work sensitive lead statuses such as Prime, Pending, Closed, and Archived.

Lead Statuses

The agent is responsible for managing the following lead statuses.

• New (Phone Calls Only)

• Prime

• Pending

• Closed

• Archived

• Watch

• Junk

 

Smart/Engagement Filters

The agent is responsible for clearing the following smart/engagement filters.

4. Notify Agent Tasks

Filter dynamically populates leads that have a notify agent tag. Notify agent tags are applied by our GGMS Assist team to leads that need your attention. Complete assigned tasks and remove the notify agent tag to remove the lead from this list.

5. Task (Past Due)

Filter dynamically populates leads that have 0 or more past due tasks. Complete the task to remove the lead from this list. Use the status dropdown to filter by lead status.

6. Task (Due Today)

Filter dynamically populates leads that have 0 or more tasks due today. Complete the task to remove the lead from this list. Use the status dropdown to filter by lead status.

7. Task (Upcoming)

Filter dynamically populates leads that have 0 or more upcoming tasks. Complete the task to remove the lead from this list. Use the status dropdown to filter by lead status.

8. New (< 10 days) > Phone Calls

Filter dynamically populates leads that registered in the last 10 days, zero pending tasks, not on a contact delay, and no phone call placed in the last day. Call to remove the lead from this list.

9. New (< 30 days) > Phone Calls

Filter dynamically populates leads that registered in the last 30 days, zero pending tasks, not on a contact delay, and no phone call or text message placed in the last 5 days. Call or text to remove the lead from this list.

10. Hot/Prime

Filter dynamically populates leads that are in prime status, zero pending tasks, not on a contact delay, no call or text message sent in the last 15 days, and no email sent in the last 3 days. Call, text, or email to remove the lead from this list.

11. Pending

Filter dynamically populates leads that are in pending status. Results are sorted by called least recently and contacts are not removed from the list until they are moved out of pending status.

12. Closed

Filter dynamically populates leads that are in closed status, zero pending tasks, not on a contact delay, and last contact by an agent was more than 90 days ago. Call, text, or email to remove the lead from this list.

13. SOI/Archived

Filter dynamically populates leads that are in archived status, zero pending tasks, not on a contact delay, and last contact by an agent was more than 90 days ago. Call, text, or email to remove the lead from this list.

14. Watch

Filter dynamically populates leads that are in watch status, zero pending tasks, not on a contact delay, no call or text message sent in the last 15 days, and no email sent in the last 3 days. Call, text, or email to remove the lead from this list.

15. Junk

Filter dynamically populates leads that are in junk status, zero pending tasks, not on a contact delay, no call or text message sent in the last 15 days, and no email sent in the last 3 days. Call, text, or email to remove the lead from this list.

Lead Maintenance Filters

The agent is responsible for clearing the following lead maintenance filters. E-Alerts and Market Updates can only be applied one at a time inside of Sierra Interactive. If there are leads inside these filters, our team can clear them for $100 per 1,000 contacts. Contact sales@ggms.com or speak to an account manager about having this service completed on your account.

1. Apply E-Alert > General Property Search

Filter dynamically populates leads that are in new, qualify, or active status with a valid email address, not on a contact delay, and are not currently receiving an e-alert. Apply a general or custom e-alert to remove the lead from this list.

2. Market Report Needed

Filter dynamically populates leads that are in new, qualify, or active status with a valid email address, not on a contact delay, and are not currently receiving a market report. Apply a general or custom market report to remove the lead from this list.

3. Potential Duplicate Contacts: Same Phone Number

Filter dynamically populates leads that have the same phone number. Review and merge duplicate contacts to avoid receiving duplicate action plans.

System Workflow

What should I (or my agents) do daily?

• Clear the following smart/engagement filters
  • Notify Agent Tasks
  • Task (Past Due)
  • Task (Due Today)
  • New (< 10 Days) > Phone Calls
  • New (< 30 Days) > Phone Calls
  • Hot/Prime

What should I (or my agents) do weekly?

• Clear the following smart/engagement filters
  • Closed
  • SOI/Archived

What should I (or my agents) do monthly?

• Clear the following lead maintenance filters
  • Apply E-Alert > General Property Search
  • Market Report Needed
  • Potential Duplicate Contacts: Same Phone Number

FAQ’s

• How often does the Inbox Manager work on my database? The inbox management team will sweep your account a minimum of three times per day.
• How will I know if the Inbox Manager is working on my database? Your inbox will be cleared out, you will receive notify agent tasks, and our team will send the assigned agent SMS reminders for high-priority tasks. In addition, you will be sent a weekly inbox management report that includes all the completed work.
• Who do I reach out to regarding concerns or inquiries about my Inbox Manager? Send an email to inboxmanagement@ggms.com or support@ggms.com.

Questions?

Have questions or need additional assistance? Send an email to support@ggms.com.