Primary and Secondary Agent Status

    In Zap, you’ll be designated as the Primary or Secondary Agent for any Contact on your platform. This is your Agent Status. Your ability to access that Contact’s website account and detailed information about their website activity depends on whether your Agent Status is Primary or Secondary. 



    What’s the difference between Primary and Secondary Agent Status?


    If you’re the Primary Agent for a Contact, this Contact is assigned to work with you. You’ll have access to their website account, their ZapScore, and their search behavior. Zap only allows the customer’s website account to be assigned to one agent in your company for a given area.


    Screen Shot 2015-08-25 at 11.39.10 AM.png 




    If you’re the Secondary Agent for a Contact, that Contact is assigned to work with another agent. This means you won’t have access to their website account or search activity, and you won't be able to use Zap to call or email the Contact.


     Screen Shot 2015-08-25 at 11.41.32 AM.png


    You’ll see an icon right beneath their name indicating that you're the Contact's Secondary Agent. There will be a padlock symbol where their ZapScore would usually appear. You won’t be able to view details on their ZapScore activity on the Contact Profile page or to sign in as the Contact using the Actions menu.



    How is Agent Status determined?


    Your Agent Status depends on whether another agent in your company has already been assigned to work with a customer once they enter the system. Contacts can end up on your platform either through LeadRouter’s assignment or when you add them into Zap.
    • If you’re assigned a new lead through LeadRouter, you’ll be the Primary Agent for that Contact.
    • If you’re the first agent within your company to manually add a Contact to Zap, you’ll be the Primary Agent.
    • If you manually add a Contact into Zap who is already assigned to another agent in your company, you’ll be the Secondary Agent.



    How do I switch from Secondary Agent to Primary Agent for a Contact?


    If you’d like to be the Primary Agent for a Contact but you currently have Secondary Agent status, you can reach out to your broker and ask to have the Contact’s account changed to you. They can move Primary Agent status to you from another agent, and you will have access to the Contact’s website account and activity.

    Marissa Azzara November 12, 2018
    Friendly Explorer

    As an Office Manager in Admin mode how can I find the Primary agent on a lead when looking at the lead in the seconday agent client list.  I would like to be able to just click on the lead to view the other agent either primary or secondary?


    What is the easy option. Searching the clients name dosen't always produce results?





    Savvy Adventurer

    I've had to search by email or phone number before. Worse case I search in Leadrouter by name  and often find who they are assigned to that way. 


    Hope this helps, 



    Community Manager

    Hello Ed, 


    At the moment we do not ability to grant the secondary agent equal access to the primary. However we are always looking for ways to improve the overall experience with the site. I am going to move your post to our Zap Suggestions space and with enough views from the rest of the community, our feature request team will take notice and look to add this feature on future versions of the Zap. Thank you.
    Zap Support, 


    Steady Sightseer

    When assigned a prospect is it automatically assign primary or secondary agent.   I did not notice this one as a secondary agent when I first opened it up.  Think I am confused as to what to do.

    Community Manager

    Hello Marcia, 


    The secondary agent role limits communication and recommendations to the client as that is determined by the primary agent. This is based on the who the client was originally assigned to in Leadrouter. If you feel there's an issue with the agent status you have been granted, please get in touch with your broker in order to discuss what options may be available.


    Zap Support,