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Edit an Active SmartPlan

Paul Polansky
Updated
 

WARNING! You must comply with the Telephone Consumer Protection Act (TCPA) and any other federal, state or local laws, including for B2B (business-to-business) calls and texts. Never call or text a number on any Do Not Call list, and do not use an autodialer or artificial voice or prerecorded messages without proper consent. For more information about the TCPA and DNC laws, visit https://www.kwconnect.com/page/industry-resource/dnc. Contact your attorney to ensure your compliance.

SmartPlan text messages are sent out within the window of 10am-7pm CST. If an agent attempts to start one at 8pm, although it appears that the text should send immediately, it may be held from being sent until the next day between 10am-2pm CST. Emails do not have a time restriction and are sent out when the email step is executed.

  


If a SmartPlan is active (active SmartPlan - you have added contacts to the SmartPlan), you cannot fully edit the content. You can change the name of the SmartPlan, edit the email and text content, task descriptions, change the Time of Day settings for SmartPlan steps, and select Auto Add/Remove Rules. That being said, you will not be able to add, remove, or reorder steps.  

  The Monthly/Bi-weekly Neighborhood Nurture and Quarterly Call SmartPlans are not editable. These SmartPlans do not include content to edit.   

To edit an active SmartPlan:

Access 

1. Log in to https://agent.kw.com with your Keller Williams login credentials. 

 
2. Click the SmartPlans icon, smartplans_icon.png, on the left side of the home page.


3. From the SmartPlans list, find the plan you are going to edit and click the Edit icon, icon edit grey.png, in the Actions column.

sp edit active.png

 

Auto-Add Rules (Trigger Contact Tags)

Once you save a SmartPlan for the first time, you have the ability to add Trigger Contact Tags. Once saved, any lead/contact you add that tag to, going forward, will be automatically added to the SmartPlan.

  • You must add at least one step and save, before you are able to add triggers.
  • This is a "going forward" trigger, meaning that if a lead/contact already has the tag, they won't be automatically added to the SmartPlan.
  • You can add up to 10 contact tag triggers to a SmartPlan.
  • This is only to add people to a SmartPlan. There are removal rules you can select, but they are not tag based (see the section below).
  • If you edit a tag in your Command Settings, that tag trigger will update automatically in SmartPlans
  • Deleting a tag in Settings will also remove the trigger from the SmartPlan automatically.
  • Publishing a SmartPlan to the Shared Library will remove all contact tag triggers from the published version of the SmartPlan (but not your copy).


1. In the Auto Add/Remove Rules section, at the bottom right of the edit screen (under where it says "Add contact when tagged"), click Add Trigger Tags, then select the tags you want to be a trigger and click Add Triggers.


2. Once you have added tags here, you can click Edit, to the right of where it says "Add contact when tagged," make changes to the selected tags, and click Apply Changes.

sp create manage trigger tags.gif


3. Ensure you save the plan, once you finalize the Trigger Contact Tags you want to add.

Auto-Removal Rules

In addition to Auto-Add Rules, you have the ability to set conditions for contacts to be automatically removed from the SmartPlan. These conditions are set around whether the contact responds back to communication (text or emails) that are being sent out automatically from the SmartPlan.

  • These Remove Rules will only take effect if the Contact responds to the SmartPlan communication via email or text; receiving a text or email from the Contact, as a one-off, will not trigger the removal.
  • You will not receive a notification about a contact being removed from a SmartPlan, in this way, but you will see the notification for the actual response. The best practice is to click to view the contact details/timeline for a contact, when they respond to you. You will see the timeline event for the response and the removal from the plan, where you can then take action from there.
  • Publishing a SmartPlan to the Shared Library will remove all Removal Rules from the published version of the SmartPlan (but not your copy).


1. In the Auto Add/Remove Rules section, at the bottom right of the edit screen (under where it says "Remove contact when"), select the checkbox(es) for all of the conditions you want to apply to the Removal Rules section:

  • Contact replies to an email from this SmartPlan 
  • Contact replies to an automated text (Twilio) from this SmartPlan 
sp create remove rule checkboxes.png


2. Ensure you save the plan, once you make your selection.

sp create remove rules save.png


When someone responds to an email or text (and you have that selected as a Remove Rule), you won't get a notification about the removal, but you will get a notification about the response. Click in the notification to access the contact's timeline:

sp create remove rule notification.png


Once in the timeline, you will see the email received and the SmartPlan removal. From here you can click to create an Opportunity, add to another SmartPlan, or any other action you need to take now that they are not on that SmartPlan.

sp create remove rule timeline.png

 

Edit the Content

1. You will see the steps included in the SmartPlan and you can edit the content, within each step, that will be sent out. Because there are contacts actively moving through the SmartPlan steps, there are a few things you cannot edit:

  • Adding or deleting steps
  • Changing the delays and order of steps
  • Changing linked SmartPlans
  • Adding or deleting days
  • Editing delays
  • Adding, editing, or deleting repeats
sp edit active content.gif


2. Once you are done editing, click Save Plan, at the top right of the page.

sp edit active save plan.png

 

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