Tags are strings of content that appear in incoming leads that are used to determine the agent(s) that receives the lead. For example, if the company works in real estate, then the administrator may create tags such as “Commercial” and “Residential”.
Tags are used to match leads to your salespeople in a scoring system. The score is determined by the matching number of tags and their respective weight. Tags that appear in the subject line generally score higher.
Furthermore, casing and length of tag can also play a factor in tag score. For instance, tags with only two or three characters are generally scored lower.
Dashes, new lines commas, periods, underscores and spaces are treated equivalently. Example tag “A_B” will match lead text “A.B”, but “A_B” would not match to “A, B” as there are two space characters in the text.
- Click on “Tags” from the side navigation.
- Click the big red ‘+’ button in the bottom right hand corner.
- Enter the tag free form text. Commas are not allowed here. Text must be an exact match to lead contents to apply.
- Click the green checkmark.
- (Optional) Exclusive: Use the Exclusive tag option if you have agents that work exclusively on certain tags. This option can be used for specializations, such as residential/commercial or geographical regions. If the system picks up a lead with an exclusive tag, the lead will only be offered to agents with that tag. However, if there are multiple exclusive tags on an incoming lead, then agents are required to have at least one of the exclusive tags to be eligible to receive the lead.
- (Optional) Weight: Weight can be used to identify what tags have the most impact on the routing of the lead. Usually these values are kept close in value. This is less necessary with Required tags.
Free form tags can be any text string, including names, regions, postal codes, products, etc. It is recommended to not overcomplicate the tags. For example, adding too many tags can result in 1) leads becoming ineligible for any agent and thus falling to catchall, or 2) agents only receiving a limited amount of leads. It is better to start with only a few, and then add more tags as more data comes available.
For instances where a tag should cover a range a data, such as monetary value or zip codes, then a range tag should be utilized. To set up a range tag, go to “Tags” and start the process as you would to set up a free form tag. The data should be inputted as per the two examples shown below:
- For a price range of $200,000 to $500,000, enter the tag as: Range: $200000-$500000
- For a zip code range of 90200 to 90299, enter the tag as: Zip: 90200-90299
Adding tags to salespeople
A salesperson can have an unlimited amount of tags. There are two ways to configure this:
- On the Users page, click on a salesperson. Scroll to the bottom of the sidebar to find the tags. Start typing them in and the predictive text will complete the tag. As a shortcut, if a tag has not been created yet, type it here and press enter.
- On the Tags page, click on a tag then select “Add to Multiple Agents”. This will open a window where tags can be added to or removed from multiple salespeople at once.