Track Consumer Engagement with Your KW App and/or Site

As your consumers are viewing listings, saving searches, creating Collections and interacting with your consumer Guides, you are are able to keep track of their activity. Once a consumer creates an account on either your KW App or Site, you will be able to keep track of their activity as they are viewing listings, saving searches, creating collections, interacting with your Consumer Guides. You will also get in-the-moment notifications when a consumer requests a tour or clicks to contact you, through your Site or App.

Each person that creates an account on your KW App or Site will either become a new contact or will connect with an existing contact record, in Command (Contacts uses the email address, used in the registration and in the contact record, to connect with existing contacts), which is where you can view this activity. 

To track client engagement with your KW App and/or Site: 

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

​2. Click the Contacts icon, , on the left side of the page.

Contacts Dashboard View

When someone creates an account on your KW App or Site, you will immediately get a Command App notification and they will be created as a lead in Command. If the lead/contact already exists in your database, with the same email address they register with, then the registration will sync up with the existing lead/contact record.

• Each of these leads/contacts will have a green registered icon, , next to their name.
• You can use the Recently Active column to see which contacts are interacting with either your KW App and/or Site, and when they are logging in.
• Use the Branded to Me filter to zone in on the leads/contacts that have registered on your KW App or Site.

Contact Timeline Client Activity

Click on any of your registered leads/contacts to see their consumer activity:

Agent Site Registration - this timeline event shows you exactly when the lead/contact registered on your KW App or Site. This timeline even will always show as "Agent Site Registration," even if they register on your App. When this happens, you will immediately receive a Command App notification, which lets you know you have a new lead. Viewed Listing - every time the lead/contact views a listing details page, while logged in, it will be logged in their timeline. You can click on the listing link, in the timeline event, to view the listing details on your KW Site.  Updated Collection - each time the lead/contact saves a listing to an existing collection, you will get this timeline event, which will show a list of the listings included in this collection. You will also get a separate "Feedback Received" timeline event, which shows the exact listing that was added to the collection. Viewed Collection - when a lead/contact goes to the Saved section or your Site or App, you will receive this timeline event. This is a good way to gauge how many agent created collections your clients are viewing. Created Collection - when a lead/contact creates a new collection, you will see this event, with the name of the new collection and listing that was added. Feedback Updated - when a consumer adds a note to a collection or saved listing, you will see this event, with the name of the collection, the address of the listing they added a note to, and the actual note. [Contact Name] Marked Guide Step Completed - when a consumer clicks on the Guide tab, of your KW App or Site, they will see the Consumer Guide you have curated in the Guide Builder. The consumer has the ability to view the steps and to mark steps as complete, which is what triggers this timeline event. If you notice your client getting ahead of their transactions with this action, you have the ability to manage the steps shown as completed. Created Saved Search - when a lead/contact creates a new saved search, you will see a timeline event for this. You can then click on the Saved Search tab, above the timeline, to view the specifics. Logged Into/Logged Out Of Agent Site - each time the consumer logs in or out of your KW App or Site, it will be logged on the timeline. Contact Requested an In-Person Tour - you will see this on the timeline when a consumer goes to a listing, clicks the Request a Tour button, and requests an in-person tour. When this happens, you will immediately receive a Command App notification. You can go to the timeline to view the details of the request (see the next section for more info). Contact Requested A Video Tour - you will see this on the timeline when a consumer goes to a listing, clicks the Request a Tour button, and requests a virtual tour. When this happens, you will immediately receive a Command App notification. You can go to the timeline to view the details of the request (see the next section for more info). User Contacted Agent - you will see this on the timeline when a consumer goes to a listing, clicks the Ask Your Agent button, and adds a comment. When this happens, you will immediately receive a Command App notification. You can go to the timeline to view the comment they left (see the next section for more info).

Consumer Contact/Tour Requests

1. When a consumer views a listing on your KW App or Site, they have the ability to use the Ask Your Agent or Request a Tour buttons to reach out to you. When this happens, you will immediately receive a Command App notification, which allows you to respond in the moment.

Access the contact timeline to see these requests:

• Contact Requested an In-Person Tour - you will see this on the timeline when a consumer requests an in-person tour. Click View Request to see the timeframe they are requesting and any notes they added.
• Contact Requested A Video Tour - you will see this on the timeline when a consumer requests a virtual tour. Click View Request to see the timeframe they are requesting, their preferred platforms (Zoom, FaceTime, etc.) and any notes they added.
• User Contacted Agent - you will see this on the timeline when a consumer clicks the Ask Your Agent button and adds a comment. You will see the note or question in the timeline event.