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.

In the team Command account, if a team SmartPlan is inactive (inactive SmartPlan - you have not added contacts to the SmartPlan), Rainmakers and team members with an Enhanced or Unlimited permission level can fully edit the content. This includes adding or removing steps as well editing the name of the SmartPlan, the email and text content, and task descriptions.

Learn how to edit an active team SmartPlan.

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

When editing an inactive Team SmartPlan, there are several actions you can take:

Auto-Add Rules (Trigger Contact Tags)
Auto-Removal Rules
Add Days and Steps
Manage the SmartPlan Schedule
Edit a Step
Remove Days and Steps
Add a Repeat
Save the SmartPlan

To edit an inactive Team SmartPlan:

Access

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 side of the home page.

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

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.

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

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

Add Days and Steps

1. Find where you want to add a new Day, then click + Add Day.

2. When you are ready to add a step, find the step on the left side of the page, then click and drag it to the day you want to add it to:

There are 5 types of steps you can add. Once you add the step, you will need to configure and save that step, on the right side of the page, before you can continue:

Create Task
Make a Call
Send Email
Send Text
Add to SmartPlan

Create Task

1. Enter the Task Name, and select whether this is a Touch Task using the checkbox.

You have the ability to use the Add Merge Tag drop-down, below the Task Name field, which gives you the ability to have contact specific information in the task name (e.g. "Social Interaction with {contact.first.name} {contact.last.name}").

2. Enter a Task Description.

There is a 3000 character limit for Task Descriptions.
You have the ability to use the Add Merge Tag drop-down, below the Description field, which gives you the ability to have contact specific information in the description like name, phone number, email, etc. (e.g. "Reach out to {contact.first.name} at {contact.phone}").

3. Next, you have the option of entering a Hyperlink and set the Priority Level for the task.

The hyperlink field is useful if there is a web page you want to let a contact know about on a phone call, or maybe you are setting an internal task for yourself and want to link to the resource you need while actually completing the task.
The priority level is a way to organize your tasks, where you can use filters to view what is most important, in the moment.

sp create task hyperlink and priority.png

4. In Team Command Settings, you can designate whether you want specific SmartPlan task steps to automatically be assigned to either the Rainmaker or the contact Assignee. Here, you have the ability to uncheck the Assign to Designated Agent checkbox, which will allow you to override that setting using the drop-down.

5. In the "When is the task due?" field, select how you want the due date of the task handled. Once the task populates, use the drop-down to select when it should be due (from Same Day to 14 days) and then select what time you want the task to be due.

By default, tasks are due at 11:59 PM (All Day), but you can uncheck the All Day checkbox and adjust this as needed.

6. In the "When should the task be created?" field, select the Time of Day you want the task to populate.

You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier.

6. Click Add Step, at the bottom right of the page.

Make a Call

1. Enter the Task Name, and select whether this is a Touch Task using the checkbox.

You have the ability to use the Add Merge Tag drop-down, below the Task Name field, which gives you the ability to have contact specific information in the task name (e.g. "Social Interaction with {contact.first.name} {contact.last.name}").

2. Enter a Task Description.

There is a 3000 character limit for Task Descriptions.
You have the ability to use the Add Merge Tag drop-down, below the Description field, which gives you the ability to have contact specific information in the description like name, phone number, email, etc. (e.g. "Reach out to {contact.first.name} at {contact.phone}").

3. Next, you have the option of entering a Hyperlink and set the Priority Level for the task.

The hyperlink field is useful if there is a web page you want to let a contact know about on a phone call, or maybe you are setting an internal task for yourself and want to link to the resource you need while actually completing the task.
The priority level is a way to organize your tasks, where you can use filters to view what is most important, in the moment.

sp create call hyperlink and priority level.png

By default, tasks are due at 11:59 PM (All Day), but you can uncheck the All Day checkbox and adjust this as needed.

6. In the "When should the task be created?" field, select the Time of Day you want the task to populate.

You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier.

6. Click Add Step, at the bottom right of the page.

Send Email

SmartPlans use Command Email to send emails automatically. This email service is free, up to 5000 emails per month, but can be expanded for a cost.

If you reach your Command Email limit and upgrade your Command Email Subscription in the middle of a SmartPlan email, any email that was supposed to trigger but failed will not be retried. The failure will be written to the Contact Timeline and the SmartPlan will move on to the next step.

1. When creating an email step, you will see two email types: Simple or Designs. Select the type of email you want to send, enter a subject and then enter or select the body of the email.

Simple - with this option, you will just type out your email message and you have some basic formatting tools available, as well as the ability to use Merge Tags and create Hyperlinks.
Designs - with this option, you will be able to select a template from Team Designs and edit it from within the SmartPlan editor. Once you are done editing, close out of the template (using the X at the top right of the page) and you will see the email load into the SmartPlan step.
- Learn how to use the Command email editor.

2. In Team Command Settings, you can designate whether you want specific SmartPlan email steps to automatically be sent from either the Rainmaker or the contact Assignee. Here, you have the ability to uncheck the Assign to Designated Agent checkbox, which will allow you to override that setting using the drop-down.

Whoever is designated to on the SmartPlan step, whether the Contact Assignee or Rainmaker, is whose Command Email credits are used to send that specific email.

3. In the "When should the email be sent?" field, select the Time of Day you want the email to be sent (Any Time, Early Morning, Morning, Afternoon, Evening).

You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier.

3. Click Add Step, at the bottom right of the page.

Send Text

1. Choose to send an automated text message from your SmartPlan, using Twilio, or create a text task.

If you choose to create a text task, the workflow will be the same as the Call section above.

2. If you choose to send an automated text message, using Twilio, select whether you want to use a Static or Dynamic Text Type, then enter the Text Content.

Static - with this option, you can set one text message that will be sent in this step, which will repeat if the SmartPlan repeats.
Dynamic - with this option, you can add multiple text messages for the same step. Each time the SmartPlan repeats, it will send a different text message to your contact, when this step is triggered

3. In Team Command Settings, you can designate whether you want specific SmartPlan Text steps to automatically be sent from either the Rainmaker or the contact Assignee (or for the Text Task to be assigned to). Here, you have the ability to uncheck the Assign to Designated Agent checkbox, which will allow you to override that setting using the drop-down.

Whoever is designated to on the SmartPlan step, whether the Contact Assignee or Rainmaker, is whose Twilio credits are used to send that specific text.

4. In the "When should the text be sent?" field, select the Time of Day you want the text to be sent (Any Time, Morning, Afternoon, Evening).

You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier.

4. Click Add Step, at the bottom right of the page.

Add to SmartPlan

1. Use the "Add To" drop-down to select the existing SmartPlan you want to add the contact to, in this step.

2. In the "When should the contact be added to the SmartPlan?" field, select the Time of Day you want this action to take place (Any Time, Early Morning, Morning, Afternoon, Evening).

You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier.

3. Click Add Step, at the bottom right of the page.

Manage the SmartPlan Schedule

1. Once you've added a step to a day, you can click on the Day Card to take a few actions:

At the top left of the card, you see the delay settings for that day. Click to select how many days should elapse, after the previous step, before this day launches. Once you make a change, you will see the Day Number change to reflect the new schedule.
You can click Add Step, at the bottom left of the card, to add another step to that day.
- Ensure the Time of Day settings line up correctly. You will see an error if a step with a later Time of Day setting is set before a step with an earlier Time of Day setting.
Within the Day card, you can click and drag the steps to reorder them, for that day.

Edit a Step

1. To edit a step, find and click on the step you want to edit the details for, then click the Edit icon, , at the top right of the page.

2. Make the changes, then click Save Changes, at the bottom right of the page.

Remove Days and Steps

1. To remove a step, find and click on the step you want to remove, then click the Delete icon, , at the top right of the page.

2. A confirmation will appear, click Delete.

3. To remove an entire day, find and click on the Day card, then click the Delete icon, , at the top right of the page.

4. A confirmation will appear, click Delete.

Add a Repeat (end of the SmartPlan)

At the end of a SmartPlan, you have the option of setting the SmartPlan to repeat, either 1 - 6 times, or to repeat without end:

1. At the bottom of the SmartPlan workflow, click Add Repeat.

2. At the top of the "Add Repeat" panel, use the Delay field to set the number of days you want to wait before the plan repeats, once it gets to the end of the last step.

You can delay the repeat anywhere from 0 - 369 days.
If you choose to not set a delay (if you set it at 0 days), make sure you are aligned with the first step of the plan as it will immediately repeat and launch the first step, based on how that first step is set up.