Managing Team Contacts

by Bria Hunter Senior Product Content Strategist February - edited April

Team members can reassign Contacts to their team leader, and team leaders can reassign Contacts to any agent within their team. Learn how below!

 

 

Reassigning Contacts to your team leader

 

If you’re on a team, you can reassign Contacts to the team’s leader, so they can go ahead and assign that Contact to someone else on your team. To reassign a Contact to your team leader:

 

  1. Click on Contacts in the left navigation panel, and find a team lead. You can filter by lead type to find team leads, or search for them by name. 
  2. Click on the Actions menu beside the Contact, and select “Reassign Contact”.
  3. You’ll see a popup screen that allows you to reassign the Contact to your team leader. If you want to share any comments about the Contact with your team leader, you can write them in here. Once you’re done, click “Reassign”, and you’re done!

OR

 

  1. Navigate to a particular Contact’s Profile by clicking on their name or searching for them in the search bar.
  2. Once you’re on the Contact Profile, click on the More” button toward the top of the page and select Reassign Contact” from the menu.
  3. You’ll see a popup screen that allows you to reassign the Contact to your team leader. If you want to share any comments about the Contact with your team leader, you can write them in here. Once you’re done, click Reassign”, and you’re done!

Note: It usually takes 5-10 seconds for the lead to reroute through LeadRouter and fall off your list of Contacts. Don't worry if you still see them on your list right after clicking "Reassign".

 

Reassigning Contacts as a team leader

 

As a team leader, you can decide to reassign any team leads to any member of your team. First, you’ll want to find the lead in Zap. 

 

  1. Click on Contacts in the left navigation panel, and then find a team lead. You can filter by lead type to find team leads, or search for them by name. 
  2. Click on the Actions menu beside the Contact, and select “Reassign Contact”.
  3. You’ll see a popup screen that allows you to reassign the Contact and prompts you to search for an agent. Type in the name of an agent within your team—you should see their name auto-complete right below the search bar. Keep in mind that they’ll need to serve the service market the Contact is searching: only eligible agents should show up in the auto-complete section. Once you find the agent you’re looking for, click on their name.
  4. If you want to share any comments about the Contact with the new agent, you can write them in here. Once you’re done, click “Reassign”, and you’re done!
OR
 
  1. Navigate to a particular Contact’s Profile by clicking on their name or searching for them in the search bar.
  2. Once you’re on the Contact Profile, click on the More” button toward the top of the page and select Reassign Contact” from the menu.
  3. You’ll see a popup screen that allows you to reassign the Contact and prompts you to search for an agent. Type in the name of an agent within your team—you should see their name auto-complete right below the search bar. Keep in mind that they’ll need to serve the service market the Contact is searching: only eligible agents should show up in the auto-complete section. Once you find the agent you’re looking for, click on their name.
  4. If you want to share any comments about the Contact with the new agent, you can write them in here. Once you’re done, click Reassign”, and you’re done!

Sharing notes with team members

You can easily share notes with your team members about a Contact to keep everyone on the same page. To do so, create a Touchpoint Note in Zap before reassigning the Contact. 
 
  1. Click on the Actions” button on the Dashboard (or the More” button on the Contact Profile) and select Add a Touchpoint Note” from the menu.
  2. Type in any notes about the Contact that you want to pass along. Once you click Save,” you’ll have a record of that note in the Contact Profile’s History section. The next team member who works with that Contact will be able to view any past Touchpoint Notes.


Adding team Contacts

You can add team Contacts individually, or you can import a group of team Contacts at once with the import tool.

 

Adding an individual Contact

 

  1. Click +Add, hover over New Contact, and click “Individual Contact”.
  2. Enter the Contact’s first and last name.
  3. Select Client Type (buyer, seller, buyer and seller, or renter) from the drop-down.
  4. Enter their email address, phone number, or both.
  5. Select a Lead Source.
  6. Under Lead Type, select “Team Lead” for the team you’re a member of.
  7. You can enter optional notes to help you remember information about your Contact.
  8. Click Continue.
  9. Zap will automatically send an email to your newly entered Contact to let them know that you have created a website account for them. The email will also contain their login and password. You can add a personal note to the email that your Contact will receive, by clicking into the field provided. Once finished, click Send Email.

 

Adding multiple Contacts at once

There are three places in Zap where you can upload a CSV file with a group of Contacts: 

 

  1. Click “Contacts” in the left navigation. Click Bulk Actionsand select Import from drop-down menu.
  2. Click “Contacts” in the left navigation. Click New Contactand select Import Contacts from drop-down menu.
  3. Click the +Addbutton in the top navigation bar throughout Zap. Click New Contact and select Import Contacts.

 

Any of these actions will take you to the Import Contacts page. Click Choose File to select the CSV file you would like to import. Your CSV file must contain your Contact’s first name, last name, primary email or phone number, and their Client Type and Status. You can also import more information such as addresses, secondary emails, and additional notes. 

 

If your CSV file doesn’t contain the Client Types or Statuses listed in Zap, you can still upload your file and manually choose the Client Types or Statuses for all your Contacts. You can also leave their Client Types or Statuses unassigned and adjust them later.

 

Map Fields

 

Once you’ve selected your CSV file, you must match your CSV columns with the appropriate fields in Zap. This ensures that your Contacts’ information in your CSV file will be correctly transferred to your Contacts’ profile. During this step, be sure to click the checkbox at the bottom of the page to import Contacts as Team Contacts.

 

bulk import.png

 

 

Review Contacts

 

Be sure to review the first four Contacts from your CSV file to make sure the information was mapped correctly. When you are finished, click Finish and import. Once all your Contacts are uploaded into Zap, you will receive an email with instructions on how to send a welcome email.

 

What if my Contacts aren’t uploaded successfully?

 

There may be areas of your CSV file that are unable to upload to Zap due to errors. If this happens, you will receive an email with a file that lists every Contact whose information contained errors. Simply correct the errors noted in the file and re-upload the file the same way you uploaded the original file.

 

Bria Hunter April 9, 2018
Comments
by Joe Edwards New Sightseer
August

How do we make sure that spouses and their contact information is uploaded as well? 

by Community Manager
August

Hello Joe,

 

You can either enter the couple under one account or two separate account. Entering them as one account, will allow you to save and share searches under one account. You can then send those searches to both contacts under one account. You will need to capture a primary and secondary email address from each individual.

 

Zap Support, 

Obi

 

 

by Leslie Dollinger Seasoned Sightseer
a month ago

Obi, I think the bigger question is how the emails are addressed. Yes, you can add a secondary email address, but this does not add a secondary person. There is not an option to add another name to the account, for example a parent buying a home for their child or an unmarried couple. The emails will only ever address the name on the account which makes it impersonal or makes the client feel like it is a mistake.

by Community Manager
a month ago

Hello Leslie, 

 

Yes that's understood but since it was not a direct ask or suggestion including the fact that we don't currently have that option, i did not speak to that point. I do see where that would be useful and will move your post over to the Zap Suggestions space and with more views/likes, our feature request team will look to implement your suggestion in future Zap versions. 

 

Zap Support, 

Obi