Introduction

We get a lot of questions about our powerful tool, Smart Plans. This article will review how to create, edit and manage your Smart Plans. 

 

Summary

• Smart Plan Guide
• Smart Plan Types
• Target Lead Type
• Application Conditions
• Smart Plan Steps
• Smart Plan Libraries
  • Team Smart Plans
  • Company Smart Plans
  • Group Smart Plans
• Target Lead Type
• Application Conditions
• Smart Plan Steps
•  
• Library 
• Editing Smart Plans
• Applying and Removing Smart Plans
• Other Smart Plan Resources

 

Smart Plan Guide

The Smart Plan Guide will show recommendations for Smart Plans based on where the lead is at in the purchase/rent/sell process.

This guide can be found in the Smart Plan settings and Campaigns Automation.

 

The Guide will display the different stages of the purchase/rent/sell process.

 

1. Click to see details about that stage

2. Short explanation about the stage and how a lead would be considered under this stage

3. How the Smart Plan can be used to help leads in that stage

4. Recommended Smart Plan templates from the Chime Library based on the stage selected

5. Triggers the start of a new standard Smart Plan. This will not automatically add any steps or conditions based on the stage.

 

Smart Plan Types

To create a new Smart Plan, navigate here:

 

There are various types of Smart Plans. You will have the option of recurring and non-recurring plans.

Select the type of plan and click "start" to begin building your Smart Plan.

 

Non-Recurring Smart Plan

Standard Smart plans will trigger a selected amount of time after the smart plan is created or new leads are imported. 

 

Recurring Smart Plans

All recurring Smart Plans can recur for up to ten cycles. Please keep in mind, you will need to keep "auto-apply" enabled for the Smart Plan to apply each cycle.

 

Here are the different recurring plans:

New Year

Triggers on January 1st

 

Christmas

Triggers on December 25th

 

Valentines Day

Triggers on February 14th

 

Specific Date

Triggers on a specific date selected. There will be an option for "Fixed date" or "recurring".

Fixed date- The plan will trigger once, on the date selected.

 

Recurring- Triggers on that date for the selected amount of cycles.

 

There will also be an option to select the frequency.

 

With this Smart Plan type, you can also choose "special date" which will allow you to choose from any other recurring date.

 

Birthday

Triggers on the birthdate tied to the lead's profile.

The leads birthday will display on the profile:

 

Closed Date

Relates to the "Closed Date" in a transaction. 

The Closed Date will appear on the lead's profile:

 

The Closed Date will only display here if you have added a transaction to the lead's profile. 

Learn More: Transaction Management Introduction

 

Custom Field

Triggers on a date that has been set up as a "custom field" on the lead profile.

Learn More: Custom Fields

 

Smart Plan Libraries

Team Smart Plans

Team Smart Plans can be used by any team member. The ability to manage Team Smart Plans depends on the Permissions.

 

Team Smart Plans cannot be auto-applied to private leads, they will need to be manually added. 

 

Smart Plan Report appears at the bottom Team Smart Plans tab.

This will display a report of the Team Smart Plans including the total leads the smart plan is applied to, the total emails sent, the total finished Smart Plans and more.

 

My Smart Plans

My Smart Plans can only be viewed/edited by the Agent who created them. 

 

You can easily change it from My Smart Plan to Team Smart Plan when editing:

 

However, it can not be changed from a Team Plan to "My Plan", you would need to copy that plan.

Once you have selected a copy, you will be directed to edit the plan and then it can be changed to "My Smart Plans". 

 

Company Smart Plans

The logic for Company Smart Plans is similar to "Team Smart Plans" at the team level. These are Smart Plans that can be applied to the entire account. They are visible to all Enterprise Company users. Users with the "Manage Template —— Entire Company" permission (see Enterprise Permissions) can manage any Company Smart Plans.

Group Smart Plans

These Smart plans are visible to all users under the Enterprise group and any subgroups (if applicable). Users with the "Manage Template —— User's Group" permission (see Enterprise Permissions) can manage the Smart Plans for their own group and any subgroups. 

Users with the “Manage Templates → Entire Company” permission can manage group Smart Plans for all groups.

From the Group Smart Plans section, a user with permission can filter by Group.

 

Target Lead Type

Before you get started on the application conditions, you will need to choose the "Target Lead Type".

This will determine what type of leads the Smart Plan will apply to. 

 

You can find the Lead Type in the leads profile details: 

 

*Note* If the lead type on the profile is "buyer & seller", the Smart Plan will not apply with a target lead type of "buyer" OR "seller" by themselves. One of the target lead types selected will specifically need to be "buyer & seller". 

 

Application Conditions

The application conditions are for how/when the Smart Plan will be applied and to what leads. 

 

You can trigger the smart plan to apply to leads under a certain pipeline, group, tag, source, etc. 

 

To narrow it down more specifically we have these options: 

• When specified leads are newly created

When the leads are newly created in the CRM

• When specified leads have certain behaviors 

When the lead has certain triggering behaviors: 

Leaves a Message

Saves a Listing

Views one Listing Three Times

Requests a Showing

Requests a Home Evaluation/To Sell

Returns to the Website After ___ day(s)

*Please note* This will only apply to new triggers, and will not apply to all leads that have previously had these triggering behaviors. 

• When specified leads are reassigned

Manually assigning/re-assigning any role of the lead

• Whenever leads meet the specified conditions

Here there will be the option to "exclude current applicable leads" or "include current applicable leads":

 

 

The option to "include current applicable leads" will apply to leads already in the CRM that meet the criteria.

The option to "exclude current applicable leads" will only apply to new leads imported into the CRM that meet the criteria.

 

*Please note* The conditions follow the "or" logic. For example, if you have selected multiple groups under the conditions, the lead can belong to any of the groups and the Smart Plan will apply.

Auto-Pause

This section will automatically pause the Smart Plan under certain conditions. 

• The lead responds/reaches out

This includes the lead sending an email to a team member, calling a Chime number, sending a text message to a Chime number, and replying to the AI. 

• An outbound call is logged as "talked"

A call was made to the lead and the call was marked as "talked" after the call in the dialer window. 

• The lead's pipeline changes

The lead's pipeline was changed. Please note that the Smart Plan step action to "change pipeline" will also result in the pausing of this Smart Plan, in addition, to manually changing a lead's pipeline stage.

• The tags that triggered the Smart Plan are deleted

When the tags are added to trigger the Smart Plan in the application conditions are removed/deleted

• The "source" of the lead changes

When the source of the lead is changed after the Smart Plan was applied

 

Once you have set the conditions, the option for "auto-apply" will appear: 

 

Smart Plan Steps

There is no limit to the amount of Smart Plan steps that can be added. 

The Smart Plan will start with one step, and you can add as many steps as needed.

 

1. Will create a step as the first step

2. Drag and drop to re-order the steps

3. Will add the next step after whichever step you click this option under

 

You can also select at what point the Smart Plan will start.

 

Different types of steps

There are several different types of Smart Plan steps. All steps will create a task.

The steps that show "Auto" will automatically be sent out after the Smart Plan is saved and at the selected time.

• Auto Email 

Automatically sends an email to the lead.

• Auto Text

Automatically sends a text to the lead.

• Email

Creates a task to email the lead.

• Text 

Creates a task to text the lead.

• Call

Creates a task to call the lead.

• Postcard

Design and automatically send a postcard to leads. You can design and pay for the postcard here as well. Learn More: Self-Service Mail / Mailers

• Letter

Design and automatically send a letter to leads. You can design and pay for the letter here as well. Learn More: Self-Service Mail / Mailers

• Zapier Zap

Triggers a Zapier Zap. 

Learn More: Zapier Zaps + Smart Plans

• Change Pipeline

Automatically moves the lead to the pipeline selected.

• AI Assistant Action

Choose an action you want the AI to take (I.E monitor the lead's behavior). 

• Change Group 

Automatically add/remove the lead's group(s).

• Change Tag

Automatically add/remove the tag(s). 

• Start Smart Plan

Automatically starts a new Smart Plan. You can have multiple Smart Plans running so if there are additional steps after the "start Smart Plan" step, the current Smart Plan will continue. 

• Buyer Property Alert

To set up a property alert, you will need to set the search criteria while creating the Smart Plan.

• Checklist

Creates a list of tasks to be completed. You can assign tasks to any role that is under the lead.

• Other

Creates a general task. You can choose what the task is for.

• Slybroadcast

Slybroadcast is a service that can be used to send pre-recorded “ringless voicemails”. You will only see this option if you are subscribed to Slybroadcast.

Learn More: Slybroadcast Integration 

• Reassignment Group

This is a great option for any Chime users that want to mass reassign their leads. As a refresher, the Reassignment Groups Help Center article is here: https://help.chime.me/hc/en-us/articles/360061564771-Reassignment-Groups

Note:

• When the Reassignment Group Action is applied to multiple leads, the New Lead notification for each Lead is queued and sent to the Reassignment Group Assignee in turn. That is, if a Chime user is re-routing hundreds of leads to an agent, that agent will get hundreds of "New Lead" notifications. 
• If multiple Smart Plans have Reassignment Group actions, they will be executed in chronological order.
• The Reassignment Group action is not available for Private Leads. If a Private Lead reaches a Reassignment Group action in a Smart Plan, that step will be skipped and recorded in the Smart Plan Log.
  • There will be Smart Plan Logs for the following:
    1. The Reassignment Group action starts
    2. The Reassignment Group action ends
    3. When the lead gets to the Reassignment Group action, but the Reassignment Group has been deleted
    4. When a private lead gets to the Reassignment Group action and that smart plan step is skipped

Assigning a Step

When creating steps, you will have an option to "assign to" a role. 

The task will be assigned to whichever role the step is assigned to. If the step/task is an auto email or auto text, it will be sent from the agent assigned to that role.

 

You can find the "roles" agents can be assigned to under the lead profile:

The lead has to have someone assigned to that role under their profile for it to work. 

 

Learn More: 

Assigning Leads to Custom Roles

Creating Custom Roles

 

Library 

The Smart Plan Library is full of templates that can be imported into "My Smart Plans" or "Team Smart Plans".

 

You can view the contents of the Smart Plan, before importing, by clicking on the desired plan.

 

Once the Smart Plan has been imported, it can be edited and customized. 

 

Editing Smart Plans

To edit any Smart Plan, click on the settings gear to the right. 

 

Keep in mind, that you can only edit Team Smart Plans if you have the correct Team Permissions enabled. This is because changing Team Smart Plans will affect the whole team.

 

If the Smart Plan edited is currently applied to a lead

• The step edited/added has not been completed on the profile

The Smart Plan will resume as normal and add the new task for that step to the lead's profile, it will not start over.

• The step edited has been completed/The step added has been passed

This step will not apply to the lead, the Smart Plan will not start over and will only apply to new leads or leads where the step was not completed. 

• If the Smart Plan you edited was removed from any lead

The Smart Plan will not auto-apply to that lead again. It will need to be manually added. 

 

Applying and Removing Smart Plans

There are different ways to remove and apply Smart Plans to leads.

 

Auto-Apply

Any Smart Plan that has "auto-apply" enabled will automatically apply to leads who meet the criteria. If auto-apply is disabled, you will need to manually apply the Smart Plan to leads. 

 

Auto-apply can also be enabled when editing the Smart Plan:

 

Please keep in mind that you cannot select auto-apply if the application conditions are not set. 

 

Manually Applying

To manually apply a smart plan for multiple leads (not using auto-apply), start with these steps:

 

Next, select the Smart Plan and click "start": 

 

There will be an option to choose between Team Plans and My Plans. 

Smart Plans can also be manually applied from the lead's profile:

 

 

Removing

To remove a Smart Plan from all leads, click manage>remove from leads:

 

Smart Plans can also be removed from multiple leads on the people page:

Or you can remove/delete the Smart Plan for an individual lead by hovering over the smart plan and clicking the trash can icon:

 

 

Other Smart Plan Resources

Smart Plans

Smart Plans FAQ

Zapier Zaps + Smart Plans

https://www.youtube.com/watch?v=Ff12kNoz1XA

 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@chimeinc.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Chime CRM.