In SmartPlans, Rainmakers or team members with either an Enhanced or Unlimited team permission level have the ability to designate agent assignees for three different types of Team SmartPlan steps (Tasks, Emails, and SMS/MMS messages) from within the Team SmartPlans settings. The team member roles that can be assigned to a Team SmartPlan step are: Rainmaker and Contact Assignee with more roles being added soon.
When you designate default agents for Team SmartPlans, you are telling Command who is going to use their credits to send the email/text, or who will be assigned the task.
- For example, if the Rainmaker is designated for all text messages, all responses to SmartPlan text steps will go to the Rainmaker and the SmartPlan will use the Rainmaker's Twilio number and credits to send the text messages.
- Alternatively, if you select the Contact Assignee option, the system will look at who the primary assignee is, for the specific contact going through the SmartPlan, and use that agent's Twilio number and credits to send the text (and that agent will receive responses from that contact).
- In the same way, whoever is designated for an email step is who the email will come from and who is charged Command Email credits for sending the email.
When you create/edit a Smartplan, you will have the opportunity to change the designated agent setting for a specific SmartPlan step.
To designate agent defaults for Team SmartPlan steps:
1. Log in to https://agent.kw.com with your KW login credentials.
2. Click your name, at the top right of the page, and ensure that your team is selected, not your personal account.
3. Click the SmartPlans, , icon on the left sidebar.
4. Click the Settings icon in the top right hand corner.
5. Agent Defaults can be set for Tasks, Email, and SMS/MMS SmartPlan steps. Click the drop-down of any SmartPlan step and select the individual who will be assigned to the step. The options are Rainmaker and Contact Assignee.
- Tasks - The designated default agent for this step will have all Task steps of Team SmartPlans assigned to them.
- Email - The designated default agent for this step will always have emails sent from them.
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Text Messages (SMS/MMS) - The designated default agent for this step will have all text messages sent from them.
6. Click Save Changes when done.
Once the changes have been saved, you can verify the Team SmartPlan step assignment by clicking the drop-down beside the the SmartPlan name or by clicking the pencil icon to the right of the SmartPlan.
Best Practices
Please consider these best practices while designating agent defaults for Team SmartPlans.
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Tasks - The individual(s) (Rainmaker or Contact Assignee) designated as the agent default for this SmartPlan step will need to ensure they have their Tasks widget displaying on their Command Homepage. This is important for staying on top of assigned Tasks.
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Click here to learn how to customize your Command Homepage.
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Click here to learn how to customize your Command Homepage.
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Email - The individual(s) (Rainmaker or Contact Assignee) designated as the agent default for this SmartPlan step will need to ensure they have the proper Command Email subscription in place in order to successfully send out all the emails they are assigned to. Command Email gives all users 5,000 email sends a month. If a higher email limit is needed, that individual can upgrade their Command Email subscription in the KW MarketPlace.
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Click here to learn how to upgrade a Command Email subscription.
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Click here to learn how to upgrade a Command Email subscription.
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Text Messages (SMS/MMS) - The individual(s) (Rainmaker or Contact Assignee) designated as the agent default for this SmartPlan step will need to ensure they have a purchased a monthly Twilio credit subscription. Twilio credits are how text messages are sent and received to and from contacts in Command. If the user assigned to this SmartPlan does not have a Twilio subscription in place, a task will be generated on their Command Homepage, to text the contact outside of Command.
- Click here to learn how to purchase a Twilio subscription.
- Click here to learn how about Twilio credits.