Introduction

Lofty's goal is to accommodate as many team dynamics as possible. Depending on the team, certain individuals will need to access specific leads in the CRM database. The Lead Owner holds the ownership rights to a lead and can be an individual user, company, team, or office. The permissions to access or manage the lead are determined based on the ownership.

Summary

• Company/Team vs. Office vs. Personal Leads
• Adding Leads
  • Adding Leads Manually
  • Importing Leads
  • Leads Captured by Lofty Websites
  • Lead Capture Settings
• Visibility vs. Ownership vs. Assignee
  • Lead Permission based on Lead Ownership
  • Hidden Leads
  • Lead Assignees
• Exporting Leads

Company/Team vs. Office vs. Personal Leads

Company/Team Leads: Leads are generated from a Company/Team lead capture channel. The lead owner is the Company/Team.

Office Leads: Leads are generated from an Office lead capture channel. The lead owner is the Office.

Personal Leads: Leads are generated from an individual user's personal lead capture channel. The lead owner is the individual.

Adding Leads

Leads are added to the Lofty platform via many channels. Each channel has default ownership, but lead ownership can also be set to another ownership level.

Adding Leads Manually

When a lead is added manually, the lead will be the user's Personal lead by default. To manually add a lead, navigate to People > +Add Lead.

If this user has permission to hide their personal leads, they will have the option to hide the lead details.

Importing Leads

Navigate to Personal Settings > Lead Settings > Lead Import to import your leads. After uploading your file and matching the columns, the Options section allows you to set the ownership level. This will be the owner of all of the leads being imported. 

Leads Captured by Lofty Websites

Each website built with Lofty (including both the main company/team websites and agent subdomains) has the option to determine whether leads are imported to Lofty as a "Company/Team/Office Lead" or a "Personal Lead." By default, leads entering in via a subdomain are "Private Leads." To edit this setting, do the following:

1. Navigate to Website and select the website you want to edit
2. Select Settings
3. Choose Lead Capture > Lead Ownership
4. Adjust the setting to Company/Team Lead or Personal Lead. If you select Personal Lead and you have permission to Hide the lead details, you can select that option here.

Lead Capture Settings

Company/Team Lead Capture

1. Navigate to Company/Team Settings > Lead Settings > Lead Capture
2. Connect Zillow, Realtor.com, or Facebook Ads. These leads will be imported as Company/Team leads, owned by the Company/Team.
   1. Note: Only the Company/Team owner/admin has can manage these settings.

Office Lead Capture

1. Navigate to Office Settings > Lead Settings > Lead Capture
2. Connect Zillow, Realtor.com, or Facebook Ads. These leads will be imported as Office leads, owned by this office.
   1. Note: Only the Company/Office owner/admin has can manage these settings.

Personal Lead Capture

1. Navigate to Personal Settings > Lead Settings > Lead Capture
2. Connect Zillow, Realtor.com, or Facebook Ads. These leads will be imported as Personal leads, owned by this user.
   1. Note: Everyone can manage their own personal lead capture settings.

All Other Third Party Sources

Navigate to Personal Settings > Lead Settings > Lead Capture > Lead Capture Settings

Set the lead ownership in the Ownership Level  column. The default is Personal, but can be changed to Company/Team or Office. Everyone has access to manage their own personal lead capture settings and can set leads to be owned by any office that they are a part of.

Visibility vs. Ownership vs. Assignee

It is important to note that just because an individual can view a lead does not mean they should feel like they can work and own that lead.

• Lead ownership determines who owns the lead. 
• The Assigned To section determines who is responsible for working the lead.

Each account should establish clear rules for all users so that only those listed in the "Assigned To" section are the ones responsible for the lead. The agent in the "Agent" slot of the same "Assigned To" section should be the primary owner. Even for someone with access to view all leads, filters can be used to only display leads they are assigned to or own.

Lead Permission based on Lead Ownership

Hidden Leads

If a user has permission to add Hidden Leads, they have the option to hide the lead details of their own personal leads. The Company/Team Owner/Admin can still see that these leads exist in the CRM, but the vital information is redacted. This allows an admin to use that data for reporting, without actually seeing and of the lead's personal information.

To automatically hide all of your personal leads, navigate to Personal Settings > My User Settings > Account & Security and check the box next to Hide Leads.

• Note: This setting is not available if you do not have permission to hide your leads.

To manually hide a lead, navigate to the lead's details page and edit the lead. The pop-up window will provide a toggle to hide this lead's information. You can only hide your own personal leads. Company, Team, or Office leads cannot be hidden.

To hide leads in mass, navigate to People and check the box next the leads you want to hide. Click More and select Hide my Personal Leads. You can hide up to 5,000 leads at one time.

As a Company/Team Owner/Admin, a hidden lead will look like this in the platform.

The lead's first name, pipeline stage, owner, lead score, last activity, and communications are visible, but the lead cannot be clicked into and you cannot see any further details. You have enough information to gain some reporting on the lead, but that's about it.

Lead Assignees

The Lead Assignees are the users or lead ponds in the lead's Assigned To section.

When you are assigned to a lead in any role, you have access to see the lead's information and work the lead, regardless of the lead's ownership level or if the lead is hidden. If you are not the lead's owner and your assignment is removed, you will lose access to the lead.

Exporting Leads

A users may or may not be able to export their personal leads or Company/Office/Team leads, depending on the permissions they have enabled. 

Learn more about Lead Export here: Lead Export

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com> or by phone at 1 (855) 981-7557.