Follow Up Boss (FUB) CRM Training

Welcome to the Follow Up Boss CRM Training Page! We are excited to bring you into a great CRM system that will allow you the tools and resources to track your leads quickly and easily!

FUB Agent Onboarding Training

Click here to watch the Follow-up Boss Setup - Training Video

Here are the presentation slides used in the video above

TCFG + FUB

Best way to reach us for Help and Support

Victor's Contact Info

Client Care Services Manager, Realtor


Caroline's Contact Info

Community Success, Realtor


Training & Guidelines

Module 1. Getting Started with FUB

  1. Accept your invitation: The email you’re looking for will have “Cliff Freeman invites you to join them on Follow Up Boss” as the subject line. Use the button in that email to create your password.


  1. Connect your email: We will automatically sync emails you send to or get from your contacts into FUB. This makes it easy to see what you said and when even if you reply to an email from your regular email inbox!

Connect your email from My Settings on the computer. Here is the guide on how to connect your email.


  1. Go mobile!: We know you spend as much or more time in the car as you do in the office, so be sure to get the Follow Up Boss app on your phone! Also, allow notifications so you won’t miss a beat.


  1. Choose settings and notifications: Your settings page can be accessed by clicking on your initials or profile photo at the top-right of the screen. Be sure to enter your mobile phone number and edit your signature, then click “Save” at the bottom of the page.

We recommend enabling all notification types so you never miss a new lead alert or text reply from your contacts. More here:


5. Set up your daily workflow: Use Smart Lists to find people you need to follow up with.

Module 2. Zillow Premier Agent (PA) Integration

Follow these instructions for a quick and easy setup:


Two Minute Setup

1. Login to Zillow Premier Agent (https://premieragent.zillow.com/crm/agentlogin/) and click "Settings" in the menu under your picture.

2. Click "Connect to My CRM" and then "Continue to Connect My CRM"

3. Click "Add Partner"

4. Select 'Follow Up Boss' as the partner.

5. Enter the email address you use to login to Follow Up Boss as the Partner ID:

6. Click Save and you should now see the status as Active.

Module 3. CFG + FUB Fundamentals

Smart Lists aka “The Timeline”

At the very top of the screen in Follow Up Boss, you’ll find the “People” tab. When you click on “People”, it brings you to your Smart Lists in Follow Up Boss. We created these lists to represent the journey a lead takes from the top of the funnel to becoming a Past Client. The main objective is to help you keep your contacts organized and focus on the activities that matter the most.

Contact Record Template

See the images below and the Contact Record Template video tutorial showing you how to organize the layout for your contact records in FUB. Below, you’ll see how to change the layout of your contact records’ left and right-side panels.

Place the tiles on the left sidebar in the following order:

Place the tiles on the right sidebar in the following order:

Share your email communication with leads.

Our Team Leads will be shared, collaborated on, and reassigned many times while it exists in our database. You must turn on this feature so anyone who might have to take over the lead can pick up right where you left off. The system automatically logs all of your activity related only to the contacts you have in FUB. You can read more about Email Privacy in FUB in this article. See the images below for a step-by-step tutorial on how to activate your email sharing.

The 5 main actions in FUB required by all TCFG agents

We wanted to create an easy to use system that would take all the guesswork out of the management and organization of your active database. However, no matter how easy we design the system, it’ll always require the agent to work on the system consistently. These are the 5 crucial actions that we need from our agents on the team to complete in FUB:

  1. Complete all your communication with your contacts within FUB (via desktop or FUB app on your mobile device). This includes calls, texts & emails.

  2. Update Stages, and ONLY Stages. Do Not update the lead source or reassign the agent.

  3. Add relevant and factual information about the contact in the background section.

  4. Complete all the applicable Dispositions in the Custom Field section.

  5. Fill out the Deals section once you have an executed contract and update it as the deal progresses.


The Deals Section

This is where the rubber meets the road. TCFG must keep track of our numbers. We need our agents to enter the required information in the Deals section so we can do so.

By the way, there’s nothing wrong with a little healthy competition amongst the agents. By completing the Deals Section and making it all the way to “Closed” in the pipeline, you can make your way up the leaderboard and earn yourself some bragging rights by making it to the podium.

Check out this video tutorial showing how to complete the Deals section.


Transferring Leads to Client Care Services (CCS)

The two main reasons you want to transfer a lead to the Client Care Service team (CCS) are:

  1. You’ve discovered that they require long-term nurture before they’re ready to buy or sell.

  2. They’re considered a “Reject,” “Unresponsive” lead, or someone that is just taking up space in your funnel.

***IMPORTANT*** Every agent should take inventory of their funnel and only keep the contacts they are actively working with under the following stages:

  • Appointment Set

  • Client

  • Showing/Live Listing

  • Under Contract

    • The New Leads list should be at zero at all times.

    • Leads in the Discovery stage should not be more than 16. Leads in Discovery that you’re no longer following up with should have the proper Disposition selected, notes added in the background section and transferred to CCS. Watch the video tutorial here.


Stages for Agents

Unfortunately, FUB does not allow admins to remove some stages from the agents’ view. Therefore you’ll see all the “stages” that the CCS team uses to Nurture and follow up with our team leads. The following lists will highlight the stages meant for use by the agents and CCS, respectively.


Stages Allowed for Agents Stages Reserved for CCS Only

Lead HQ

Discovery LQ

Appointment Set A's 0-30

Client B's 30-90

Showing/Live Listing C's 90-180

Under Contract D's 180+

Closed F's

Past Clients AT's

Agent Archive Recycle

CCS/Nurture Compost

Trash

TCFG + FUB Do’s & Don’ts

  • Do update stages - This is how you maintain your database organized

  • Don’t reassign leads - This is an Admin’s Only function

  • Do Communicate with your contacts from within FUB (calls, texts, and emails)

  • Don’t use #Hashtags - This is an Admin’s Only function

  • Do transfer leads to the Client Care Services Department by changing the stage to CCS/Nurture

  • Don’t update the stage to CCS/Nurture without first selecting the appropriate CCS/Nurture Disposition and adding notes in Background for more context

Module 4. How to use lead "Stages"

  1. Lead - Top of funnel leads that have not been touched.


  1. Discovery - Leads that you're actively seeking to engage in communication. After ten days, the Contact should be moved to the Nurture/CCS stage for long-term follow-up by the CCS Team if they remain unresponsive. You can keep the Contact in this stage if you intend to continue following up until there’s a commitment on behalf of the Contact.


  1. Appointment Set - A potential client has agreed to meet with you (the agent) at a specific time and place to view some homes or a buyer’s consultation/listing presentation. This stage may also apply to an appointment set with a Lender.


  1. Client - A buyer or seller that has committed to you and sees you as their agent. They might be anywhere from 0 to 180+ days from transacting. They might still need follow-up before they’re ready to transact.


  1. Showing/Live Listing - A buyer that is actively looking and you are scheduling showings for on a daily or weekly basis. A seller client with an Active listing on the MLS.


  1. Under Contract - This should be self-explanatory.


  1. Closed - This stage conveys a successful transaction. If this was a Team-provided lead, be sure to complete the deals section on the contact file and notify the CCS team member who provided the opportunity to initiate the post-closed nurture and follow-up. If it's your private lead, you can keep it in this stage a few days after closing for any necessary post-closed follow-up. Once completed, you can change the stage to the Past Client stage. Consider the lifetime value of your clients, and be sure to continue providing value, even after the transaction has closed.


  1. Past Clients - Clients that you have successfully closed a sale with.


  1. Nurture/CCS - For contacts that you have determined require a longer-term nurture process, or you have discovered they’re working with an agent, have become unresponsive, etc. Place the lead in this stage, provide the necessary notes in the background section and the CCS Team will take it from there.

Module 5. How to use Smart Lists, Background & Custom Fields

You will notice that the stages correspond to the Smart Lists. As you change the Contact stage, this will move the Contact into the corresponding Smart List.


The purpose of these lists is to help you (the agent) stay organized and to help the admin team keep track of the leads’ progress. Depending on which Smart List the Contact is located will determine how you’ll approach and interact with the lead.

Use the background section to keep relevant information about the lead you want to keep quickly accessible.

We ask that you complete the Custom Field section as much as possible regardless if a Contact ever falls into one of the Stages.

Module 6. How to use the "Deals" section

Complete the Deals section every time you get a transaction in pending status and don’t forget to update it once the deal closes.

This is really important to complete in order to track the number of closed transactions from the team-generated leads.

Enter the type of client and the status of the deal.

Price: The sale price of the property.

Commission: Enter the total GCI (before any splits) for your side of the deal.

Close Date: Enter the actual Close Date of the deal.

People: All the names of the buyers or sellers you represented in the transaction.

Team: Be sure to include the CCS team member if this was an opportunity procured by the CCS team.

Description: Enter any information you may deem necessary here.

Module 7. Zillow Connections Process (SOP)

When you receive a Zillow Connections call and have completed the Zillow Tech Connect integration with Follow Up Boss, all of your new Zillow leads will be seamlessly added to your FUB account.


Here are some best practices when working with a new Zillow Connection lead and the communication moving forward.


  • As you conclude the initial connection call, let the person know that you will be contacting them from your FUB number via text with your contact information.

  • As soon as the call ends, you can open the Contact record on the FUB mobile app and enter any notes from your initial conversation.

  • It would be best if you continued communicating with the lead moving forward through FUB, whether through phone, email, or text. This ensures that all your activity with the lead is logged, and you can easily refer back to it as needed.

  • To update the lead status, you can always access the lead's profile on the Zillow PA app, by clicking on the “View on Zillow” button on the activity tile on the right sidebar of FUB. See below.

Video Tutorials

Set up your Contact Record Layout

Contact Record Template

Deal Section = Short Tutorial

Transferring a Lead to The Client Care Services Team

Zillow PA + FUB Integration Tutorial

FUB Resource Center Introduction