Introduction

The Agent Opt-In setting allows account admins to add agents without immediately using available seats. Agents will only activate their seat by clicking a link in the invitation email. If there aren’t enough seats available when an agent activates, your account will automatically be upgraded.

Note: This feature is not enabled by default. To request it, contact your CSM (if applicable) or our Support Team at support@lofty.com. It’s available only for Enterprise tier accounts and may not be compatible with all account types.

Overview

• Platform User Vs. Display Only
• How It Works
• Agent Experience / Point of View
• FAQs

Platform User Vs. Display Only

First, it's important to understand the difference between a Platform User and a Display Only user.

• Platform Users are active agents on your account, who have a Lofty account that they can access, and are sitting in one of the seats you are paying for on your account.
• Display Only Users do not have access to Lofty, are not occupying a seat on your account, and cost you nothing. They can be displayed on your website to show that they are a part of the team. 

The Agent Opt-In model is another option available to activate Platform Users on your account.

How It Works

Configure Invitation Email

The Agent Opt-in invitation is sent to the user after they are invited to join your account. The first step is to customize this invitation email. Navigate to Settings > Company > Users > + Manage Invitation Emails. The new option is the 'Opt-in Invitation Email.'

Here is what the default email looks like but you can return to this setting to edit its appearance at any time.

Send Invitation Email

Now that you have customized the invitation email, let's go over how to send it. You can send the invitation email to new users you are adding to your account or to existing display only users, to invite them to be a platform user.

When adding a new individual user

Navigate to Company Settings > Users > + Add Agent > Add A Member. The Agent Opt-In invitation is not currently available when inviting agents via csv upload.

The Add a Member window allows you to enter all of the agent's personal information. A new setting gives you the option to activate the agent right away or to send the opt-in invitation email. 

• Activated Once Added: This is the same as our default logic where the account will be activated immediately and the invite to access the account sent to the agent. This uses one of your available seats.
• Activated by Self Opt-in: This is the agent opt-in option. With this setting, the seat remains as 'Pending Opt-In' until the agent actually activates their account. 

When activating existing display only agents.

To sent the opt-in invitation to an existing Display Only user, click the Three Dots icon and select Convert to Platform User. Here, you have the exact same options as if you were adding a brand new user. 

When activating inactive agents.

If an agent's account has been deactivated, when they are reactivated, the reactivation will follow the same process that was in place when they were initially invited to the account. That is, the agent may be activated immediately or sent an opt-in invitation, depending on how they were initially added to the account. 

Agent Experience / Point of View

Once the opt-in email is triggered to the agent, it will look like the below on their end. As mentioned above, this email template can be customized prior to being sent.

Until the agent clicks the button, their status will show as "Pending Opt-In" on the agent list as shown below. At this point, a seat has not been used yet.

Once the agent clicks Launch CRM in the invitation email, their seat will be activated and the status will change from "Pending Opt-In" to "Pending Activation", while the user completes their account onboarding. At this point, the seat has been activated and will count against total account seat usage.

Once the activation step (as shown above) has been completed, the account will show as "Active" on the agent list. This mean the user has fully activated their account with a phone number, password, etc. and is now using Lofty.

FAQs

If the seat total automatically increases based on opt-in activations, what will be the cost for that seat?

This cost will be the same as all the other seats on your account. Navigate to ? icon > Billing Center > Subscriptions to see your seat cost. 

If an agent is opting in, how do I get them to the right team/office in the hierarchy?

The user's account hierarchy level is selected when you invite them, in the Add a Member window.

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>, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.