Logo
What you can customise
You can add in a logo the that the office will use. The logo will show on at the top of the lead forms that are sent out to customers and at the top of emails sent out by the Agent Response system.
Examples
If a logo is not added, by default, the company name will be shown at the top of the form.
We recommend you add a logo relevant to the office. This lets leads know they have come to the right place when they open the form.
How to change
To add a logo in, from your Agent Response Dashboard, next to the office click on the menu and then Edit Office.
From this page, you can add and update the logo. The recommended image size is 200px wide x 100px tall.
Emails
What you can customise
- Response email - sent after lead has contacted you via the portal
- Banner - that at the top of the email
- Header - the text preceding the form link
- Footer - the text after the form link
- Thank you email - sent after a successful form completion
Response emails
Examples
The emails by default will only have a generic header text (no banner or footer), which will say:
Hi {$name},
Thank you for your enquiry regarding {$propertyAddress}.
Before we contact you to discuss your enquiry in more detail, we would ask you to answer a few questions that will help us assist you moving forward.
Please click on the link below to complete the online form and we will contact you in due course.
If you wanted to encourage more form responses, you could be more firm in the emails, by saying:
Hi {$name},
Thank you for your enquiry regarding {$propertyAddress}.
We will arrange to contact you only once the below form has been completed.
Please click on the link below to complete the online form.
[form link]
Thanks for your interest
Agent Response Team
This also helps with keeping the emails on brand.
How to change
You can customise email text per channel. You can do this by going from the Dashboard, go into the office and click Edit next to the specific channel.
Make sure the Customer Emails toggle is switched On.
You can edit the text preceding the form link from the Lead Response Text. If you want to include the address the lead is interested in, make sure you add in {$propertyAddress|our property} to the email.
You can edit the footer text in the text area Lead Response Footer.
Click save at the bottom of the page when you are finished.
To add in a banner, from the Dashboard, next to the office click on the menu and then Edit Office.
From this page, you can upload a banner image. We recommend the size of 500px wide.
Click save at the bottom of the page when you are finished.
Thank You Email
Examples
By default, this option is not switched on, as this will use the email resources in your account.
If you do wish to send the email, an example thank you email response to use would be:
Thank you for completing the form, we will be in touch shortly about your application.
This is useful to let your customers know and reassure them that their application has successfully been sent.
How to change
You can activate and edit this from the office settings. From the Dashboard, next to the office, click on the menu and then Edit Office.
From this page, check the checkbox Enable thank you email. This will give you the text area to edit the email content.
Click save at the bottom once you have finished.
Phone
What you can customise
If you subscribe to a package that has phone and email, you can edit the phone channel;
- Voice message - message played when a lead contacts you by phone
- SMS message - message sent with the link to the lead form
Voice message
Examples
The default setting is a premade audio, which says:
Thank you for calling. Due to the level of calls and to ensure we provide a great service, we're asking all applicants to complete a short form in order for us to provide more information on this property. If you have called from a UK mobile, you will shortly receive a text with a link to this form. Alternatively, you can send a message via the website you've called from and we'll email you within minutes. Thank you for your call.
You have the alternative options of:
- Uploading your own audio file
- Adding in your own text, which will be translated using text to speech
If you also want to provide the option of a lead getting put through to your office line and speaking to one of your team using the Call Forwarding option, if the lead stays on the line and doesn't select one of the phone options.
How to change
From the Dashboard, go to the office. From the office, navigate to the Phone Channels from the menu found under the office name.
Click on the eye symbol to expand the phone channel then Edit Details.
Choose your preferred method of the phone responding to the customers.
- Premade audio
- Audio file
- Text-to-speech
If you want to use the call forwarding, make sure the Enable Call Forwarding toggle is switch On. Enter the number you want the call to forward to.
Click save at the bottom when you are finished.
SMS message
Examples
By default, the SMS message says;
Thank you for your enquiry. In order for us to provide more property details, please fill in our form found here: {$tinyConversionFormLink} [company-name]
You can customise this text to say what you wish, there is a 155 character limit. If you wanted to be firmer and to encourage more people to complete the forms, you could change the text to:
Thank you for your enquiry. We will arrange to contact you only once the linked form has been completed {$tinyConversionFormLink} [company-name]
How to change
From the Dashboard, go to an office. From the office, navigate to the Phone Channels,found under the office name.
Click on the eye symbol to expand the phone channel then Edit Details.
Go to the SMS Text Response to enter your text, remember, there is a 155 character limit. Make sure to include {$tinyConversionFormLink} as this will display the link. If you want your company name to show, add in this to the SMS [company-name].
Once you have finished, click save at the bottom.
Default Forms
What you can customise
- Forms suite - additional forms that go into more depth than the standard form
- Credit score question - you can add in or remove the credit score question
Form suite
Examples
We have a range of pre-made alternate forms that can be used for the portals or on your own website, such as the multi-occupier viewing application lettings form. You can view them all by going into an office and then Form Suite from the menu.
These can be used both in Agent Response and on your own website to automate processes such as Declaration of Offer form, the Buyers and Sellers Property Information (BASPI) form.
How to change
You can updated the portal channels you are using to use forms from the form suite. Form the Dashboard, go into an office and Edit the channel you want to change.
Under the Form Type dropdown, you can select the form you would like to use.
Once you are finished click save the the bottom.
To get a link for the form to use on your website, from the Dashboard, go into an office. You can find the menu to the Form Suite forms under the name of the office.
On this page you can copy the link of the form you want to use.
Credit score question
Examples
On the default lettings form, there is a question that asks the lead to attach an image of their credit score. By default, this is shown to all leads, however, some agencies have found that more people complete the forms when this is turned off, so opt to not have it on the forms. This only applies to the default Lettings lead form and can be changed on a per channel basis.
How to change
From the Dashboard and go into the office so you can see all the portal channels.
From here, edit the channel e.g. Rightmove, to see the channel settings. You can find the toggle switch for Disable credit score question, toggle this 'ON if you don’t want to ask the credit score question.
Click save at the bottom when you are finished.
Bespoke forms
What you can customise
Some customers wish to use an entirely bespoke form, with questions they have tailored for the process. This allows them to get the information they want from their leads.
Though we try and tailor the forms as best we can, there is some of the functionality that may not work with a bespoke form, such as the Form Response.
How to change
If you want a bespoke form, you will need to get in contact with us via team@agentresponse.co.uk with the complete set of questions you wish to ask.
For bespoke forms, there is a set up charge and a recurring monthly fee. This is to cover the time it takes to update the form when updates and improvements are made to the system.
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