How to Set Up Lead Alert / Live Chat

Transcription

1 How to Set Up Lead Alert / Live Chat This document will detail the settings associated with Lead Alert, and specifically the function of the Live Chat feature. In order to use this feature, notify your Property Solutions Account Manager to activate the Lead Alert option for your portfolio and download the Lead Alert software from ResidentWorks. Lead Alert will allow you to receive real-time notifications on your computer desktop of guest cards and live chats from a variety of marketing sources, increasing the efficiency of your leasing staff. Use the following steps to verify settings for Lead Alert. 1. Right click the Lead Alert icon on your desktop taskbar and select Settings. 2. Verify the Sub Domain. This is entered the first time you download and log in to Lead Alert. 3. Verify the ResidentWorks Username and ResidentWorks Password: These are the credentials you use to log in to ResidentWorks. 4. Use the check boxes to select which lead types will be displayed in Lead Alert. If a check box is left blank, that lead type will not display in Lead Alert. 5. Click on Advanced Settings. 6. Ping Interval in Seconds determines how often Lead Alert initiates a connection to the server to collect the latest leads. 7. Lead Display Days determines how many days of old leads we should display when logging in. 8. Recycle App in Hours determines how often the application restarts itself to make sure it is keeping an active connection with the server. 9. ResidentSync URL is the Sync URL that allows ResidentWorks to communicate with your property management software. 10. Enable Application Logging stores a log of application events on your computer used for debugging errors. 11. Start App on Windows Start automatically turns on the application when Windows opens. 12. Delete Leads 3 Days or Older removes old leads from your Lead Alert queue. Once Lead Alert is downloaded, a pop-up window will appear on the desktop each time a lead is received. The lead type is identified by an icon, and information displayed will include date/time, name, contact information, and lead source. p1

2 The chart below describes the icons used in Lead Alert. Icons Old Guest card of chat type. Description Live Guest card of chat type who want to chat. Logged User is available for chat. There must be at least one company user available for the live chat button to be visible. Logged User is not available for chat. If all users are unavailable for live chat then the live chat button will not be visible. Guest Card created by SMS. Guest Card created by phone call. Guest Card created by an . Guest Card created by website or ILS. Close the lead alert application, and minimize it in notification area of task-bar. Removes the lead alert of any type from the application. Lead Alert & Live Chat Set-up p2

3 Live Chat In order to activate Live Chat for your property website, several settings must be adjusted in ResidentWorks. Live Chat can be activated on a property-by-property basis. Website settings can also determine whether or not the Live Chat option is displayed. To control Live Chat options based on property: 1. Log in to ResidentWorks, click Properties icon and select the desired property from the column on the left. 2. Select the Info tab and click on the Property Settings button. 3. Select Prospect Portal Settings from the list on the left and locate the Property Overview Settings section. 4. Adjust the settings to determine whether or not to Hide Live Chat: If the box is not checked, the application will display Chat button on Prospect Portal. If the box is checked, the application will not display Chat button on Prospect Portal. 5. Click Save. To control Live Chat options based on Website: 1. Log in toresidentworks and click Websites icon. Select the desired website from the list on the left. 2. Click Settings tab and locate the Websites section. Lead Alert & Live Chat Set-up p3

4 3. Adjust the settings to determine whether or not to Hide Live Chat: If the box is not checked, the application will display Chat button on Prospect Portal. If the box is checked, the application will not display Chat button on Prospect Portal. 4. Click Save. If the Live Chat option has not been disabled for the Property or Website, and if a property representative is logged in to their Lead Alert application, visitors to the website will be see a Live Chat button displayed on the Property Overview page of the ProspectPortal website associated with that property. The Live Chat process works as follows: 1. Website visitor clicks on the Live Chat button. 2. Visitor is asked to provide basic contact information and captcha prior to initiating the live chat. When the Start Live Chat button is clicked, this information appears in the Lead Alert pop-up viewed by the property representative. A window appears on the website visitor s desktop with the following message: Welcome. Please wait one moment while we connect you with our next available representative. 3. Each available property representative will receive a Lead Alert pop-up with a blinking, green chat icon. When a representative clicks on the icon to accept the chat, they are presented with a new chat window and the message: Live Chat. Welcome. You are now connected with [prospect s name]. Lead Alert & Live Chat Set-up p4

5 4. The prospect and property representative will now be able to communicate via the chat text boxes. Prospect s View Property Rep s View 5. If the property representative wants to see the contact history for the prospect, they can click on the View Lead button to display all of the lead details from ResidentWorks. 6. At the end of the conversation, either party will be able to end the chat simply by closing the chat window. 7. If no property representative is available to accept the chat, the prospect will see the following window. The offline message left by the prospect can be accessed in the Leads section of ResidentWorks as a Guest Card. Lead Alert & Live Chat Set-up p5