LeadManaging Lead Ownership

Lead Ownership is a new feature that allows Lead Managing users to fully “own” the leasing journey of prospects. Adding Lead Ownership to the workflow allows users to easily identify the assigned employee who is assisting the Prospect.

Note: Being the Lead Owner does not automatically tag the employee’s name in all existing and future events. Other employees may still assist the prospect and not be the assigned lead owner.

Getting Started with Lead Ownership

1. To activate the Lead Ownership Feature, please reach out to our support team by opening a support ticket at support.propertyvista.com.

2. Once Lead Ownership is turned on, you will see a new dropdown option called Owner.

• • This dropdown will appear on the Guest Card page

3. Additionally, the Lead Owner data will be shown on the new To Dos/Lead Page.

Lead Ownership with Vivian

When Lead Ownership is used alongside Vivian, the nurturing Prospects become more effective. Here are a couple of scenarios that this workflow can handle:

When the Prospect is NEW!

1. When new prospects call a Vivian and Lead Ownership enabled building, Vivian will handle the call and is automatically the Lead Owner.
2. Vivian will nurture the new prospect until the prospect books an Appointment.
3. Once the Prospect attends the appointment and takes the tour with the Leasing Agent, the Leasing Agent can proceed with the following actions in LeadManaging:
   • If the Prospect wants to proceed and is qualified, Leasing Agents can take over the ownership of the prospect in the Guest Card and proceed to assist in the next stage of their leasing journey (Application, Signing Leases, etc.), OR
   • If the Prospect is NOT qualified or No Longer wants to proceed, Leasing Agents can move the Contact Stage of the prospect in the Guest Card or To Do’s page.
     • Example: From Appointment to Not Qualified or Lost/Other.
   • Note: If the Prospect does not attend the appointment, Vivian will continue nurturing unless the prospect asks her to stop.

When the Prospect needs automated follow-ups/nurturing!

1. When previously active prospects have gone quiet or need an extra nudge, Leasing Agents can move the ownership to Vivian.
2. For a more effective transition/handover to Vivian, Leasing Agents must fill out questions related to the Prospect, as well as add the Prospect to the SMS and/or Email communications opt-in feature, the nurturing Goal, the Prospect’s Sentiment, and other additional details.
3. Note: Before turning the Ownership over to Vivian, the leasing agent must make sure that the prospect has at least one of the following events:
   • Email
   • Call
   • SMS
   • Chat

Lead Ownership Standalone (without Vivian)

1. By default, Guest Cards do not have an assigned Lead Owner. Leasing Agents must intentionally take ownership of a Prospect to become the assigned Lead Owner.

2. When the Lead Owner is not available, Prospects can still be assisted, and events can still be managed by other Leasing Employees in Lead Managing without replacing the existing Lead Owner.

Frequently Asked Questions (FAQs)

1. Will Leasing Agents get any special notifications if they’re the assigned Lead Owner?

   • No, there won't be any special notifications for Lead Owners at this time
2. [For buildings using Vivian] Once I transfer the Lead Ownership to Vivian, how soon will she start nurturing?
   • Vivian will start/resume nurturing within 24 hours of the Lead Ownership assignment.
3. [For buildings using Vivian] How will Vivian start/resume nurturing?
   • Vivian will send an outbound SMS if the Prospect has opted for SMS
   • Vivian will send an outbound Email if the Prospect has opted for Email
   • However, if the Prospect has opted for Call, Vivian won’t be able to nurture (she currently does not do outbound calls).
     • The Prospect needs to opt for at least SMS or Email for Vivian to start/continue nurturing
4. [For buildings using Vivian] Will Vivian strictly follow the instructions the Agent added in the Notes when the ownership is transferred to her?
   • Vivian will review the note, but will still make considerations of her own based on the most recent information available.
5. [For buildings using Vivian] What happens when a leasing agent takes action on a prospect while Vivian is the current Lead Owner?
   • LeadManaging will display a prompt encouraging the agent to take ownership of the lead. This ensures a smooth handoff from automated nurturing to a more personalized leasing experience and helps maintain clarity over who is actively managing the prospect.
6. [For buildings using Vivian] What happens when a leasing agent performs a bulk lead update within the guestcard and changes ownership from Vivian to themselves?
   • A prompt will appear informing the agent that Vivian’s automated nurturing will be paused once ownership is transferred. To resume Vivian’s engagement, the lead must be manually reassigned back to Vivian as the Lead Owner.
7. For Lead Ownership transition from a leasing agent to another leasing agent, will the email communications automatically go to the new Lead Owner?
   • No, the existing Lead Owner should still properly transition the New Lead Owner in the communication thread. This could be something like adding the new lead owner in the email and introducing them to the prospect.
     • Example: “Hi, [Prospect Name]. Moving forward, you will be assisted by [New Lead Owner].”
8. Where can I see the Lead Owner Reports?
   • There are no reports that contain Lead Ownership data as of this time.
9. Does Lead Ownership work when bulk updating events in the To Dos?
   • This functionality is not yet available as of this time.

10. Will I be prompted to become the lead owner when I respond to an email?

    • This functionality is not yet available as of this time.