Smart Plan Settings Panel

The first step when creating a new Smart Plan is the settings.

Here, you will give the Smart Plan a name, determine which leads the plan should apply to, set the Smart Plan scope, and set the conditions that will pause the Smart Plan.

Plan Scope

All Lofty users will have the option to create My Smart Plans. My Smart Plans can only be viewed, edited, and applied by the Agent who created them. 

Company Smart Plans can be applied to the entire account. They are visible to all users. Users with the "Manage Template —— Entire Company" permission (see Organization - Permission Profiles) can manage any Company Smart Plans.

Office Smart plans are visible to all users under the office and any sub-offices (if applicable). Users with the "Manage Template —— User's Office" permission can manage the Smart Plans for their office and any sub-offices. 

Target Lead Type

This setting will determine what type of leads the Smart Plan will apply to. You can find the Lead Type in the leads profile details: 

Multiple lead types can be selected. Be sure to set the application rules to capture the leads you are targeting with this Smart Plan. Here's how those settings work:

• Equals To: The Smart Plan will only apply to leads who have exactly the lead types selected.
  • Example: Smart Plans with Lead Type set to "Equals to Buyer and Seller leads" will ONLY apply to leads that are both buyer and seller lead type.
• Include All: The Smart Plan will only apply to leads that have all of the selected lead types, even if they also have some other lead types.
  • Example: Smart Plans with Lead Type set to "Include All Buyer leads" will apply to all leads with a buyer lead type and also include leads with a seller or other lead type. 
• Include One Of: The Smart Plan will apply to leads who have one of the selected lead types. 
  • Example: Smart Plans with Lead Type set to "Include One Of Buyer, Seller, Investor Leads" will apply to any leads who have just one of those lead types. 

Auto-Apply and Auto-Reapply

Enable auto-apply to have the Smart Plan automatically apply to any leads that meet the criteria. If auto-apply is not enabled, the Smart Plan will have to be manually applied every time you want to use it. 

If Auto-Apply is enabled, you also have the option to enable "Auto Re-apply". The auto-reapply setting will allow this Smart Plan to automatically be re-applied to a lead that the Smart Plan has already run for if that lead meets the trigger conditions again.

Auto Pause

This setting automatically pauses the Smart Plan when the lead meets certain conditions. 

• The lead responds/reaches out: This includes the lead sending an email to a Lofty user, calling a Lofty number, sending a text message to a Lofty number, and replying to the AI. 
• The lead is added to a Segment: Add the Segment in this setting, and any leads who are added to this Segment will have the Smart Plan paused automatically.
• An outbound call is logged as "talked.": A call was made to the lead, and the call was marked as "talked" after the call in the dialer window. 
• The lead's pipeline changes: The lead's pipeline was changed. Please note that the Smart Plan step action to "change pipeline" will also result in the pausing of this Smart Plan, in addition to manually changing a lead's pipeline stage.
• The tags that triggered the Smart Plan are deleted: When the tags are added to trigger the Smart Plan in the application conditions are removed/deleted
• The "source" of the lead changes: When the source of the lead is changed after the Smart Plan is applied

Smart Plan Steps

Triggers

The Triggers indicate how/when the Smart Plan will be applied and to what leads. 

Triggers fall into two main categories:

Lead‑Based Triggers

Examples include:

• Lead Created: The Smart Plan will run automatically when the lead is newly created in the CRM
• Lead Assignment Changed: The Smart Plan will run automatically when any lead role is manually assigned or reassigned
• Pipeline Changed: The Smart Plan will run automatically when the lead's pipeline is changed
• Tag Changed: The Smart Plan will run automatically when tags are added or removed from the lead
• Segment Changed: The Smart Plan will run automatically when the lead is added or removed from a Segment
• Contact Permission Changed: The Smart Plan will run automatically when the lead contact permission is changed
• Website Activity: The Smart Plan will run automatically, dependent on the lead's website behavior
• Lead Meets Specified Criteria: This is a flexible trigger that allows you to set specific criteria

Event or Date‑Based Triggers

• Communication Event (formerly “Instant Interaction”)
• Holidays (e.g., New Year, Christmas, Valentine’s Day)
• Lead Date
• Transaction Date
• Other Dates, including fixed calendar dates

These triggers give you options to automate communication at exactly the right time.

Triggers can be set anytime in the Smart Plan to give you control over when each action takes place.

Conditions

Conditions set the timing logic in your Smart Plan. Actions run immediately, so all delays and branching behavior are added through conditions.

Available Conditions

Wait a Period of Time: Determine how long to wait before the action takes place

Wait Until a Specific Date: Provides precise timing control for important messages. Choose from:

• A specific calendar date
• Lead Date
• Transaction Date
• Holiday
• Day of week or month
• Specific time

Branch (Multi‑Path Logic): Allows your plan to follow different paths based on lead criteria.

Key features of Branch Conditions:

• Supports AND/OR logic
• Conditions checked in order
• Default “Not Met” branch included
• Enables advanced filtering and personalization

Wait Until an Event (Advanced): This condition pauses the plan until a specific event occurs, such as:

• Email Events: opened, replied, bounced
• Text Events: replied
• Call Events: inbound/outbound behaviors
• Lead Meets a Condition: custom criteria with optional fallback timeout

The system can automatically create “Event Met” and “Event Not Met” branches based on what happens.

Actions

Smart Plan Actions are the texts, emails, and tasks that are generated by your Smart Plan. All available Smart Plan actions are defined below:

Communication Actions

• Auto Email: Automatically sends an email to the lead.
• Auto Text: Automatically sends a text to the lead.
• Postcard: Design and automatically send a postcard to leads. You can design and pay for the postcard here as well. Learn More: Self-Service Mail / Mailers
• Letter: Design and automatically send a letter to leads. You can design and pay for the letter here as well. Learn More: Self-Service Mail / Mailers
• Notification: Sends an email to a specified email address or Lofty user
• Buyer Property Alert: To set up a property alert, you will need to set the search criteria while creating the Smart Plan.

Manage Tasks and Plans

• Email: Create a task to email the lead.
• Text: Creates a task to text the lead.
• Call: Create a task to call the lead.
• Custom Task (Other): Creates a general task. You can choose what the task is for.
• Checklist: Creates a list of tasks to be completed. You can assign tasks to any role that is under the lead.

Update Lead

• Change Pipeline: Automatically moves the lead to the pipeline selected.
• Change Segment: Automatically add/remove the lead from a segment.
• Change Tag: Automatically add/remove a tag from a lead. 
• Reassignment Group: This is a great option for any Lofty users who want to mass reassign their leads. As a refresher, the Reassignment Groups Help Center article is here: Reassignment Groups
• Add Note: Add a note to the lead's profile, with the option to pin the note to the top of the page.

AI Actions

• Sales Agent Action: Choose an action you want the AI Sales Agent to take (monitor the lead's behavior or mute the Sales Agent). 

Automate and Integrate

• Start Smart Plan: Automatically start a new Smart Plan. You can have multiple Smart Plans running so if there are additional steps after the "start Smart Plan" step, the current Smart Plan will continue. 
• Zapier Zap: Triggers a Zapier Zap.  Learn More: Zapier Zaps + Smart Plans
• Slybroadcast: Slybroadcast is a service that can be used to send pre-recorded “ringless voicemails”. You will only see this option if you are subscribed to Slybroadcast. Learn More: Slybroadcast Integration 

Editing Smart Plans

To edit any Smart Plan, click on the settings gear to the right.