How We’re Adjusting to Changes in How Zillow Handles Leads

We have a long, and very productive working relationship with the folks at Zillow where we’ve collaborated with them to help our mutual clients continue to improve the results they’re getting on Zillow leads. The recent changes they announced where their Zillow Concierge team will be connecting with every single lead before they’re passed along to agents is no different, and we’ve already implemented several changes to accommodate for their adjustments.

It may not be live in your market yet, but we’ve already seen through our clients that Zillow started implementing this change beyond their initial test markets which likely means it’s showing strong signs of success and they’ll continue to roll this out nationally over the coming months.

In order to ensure you’re prepared for the changes, our Product Support Lead, Erik, put together an update on all the various scenarios that are well covered through the integration, where there are still gaps, and also what’s going to be coming soon.

If you have any questions or need a hand setting any of this up, our Product Support Team is always here for you!

Zillow & Trulia Integration

Zillow/Trulia seamlessly integrates with Follow Up Boss via Zillow’s proprietary API connection called Zillow Tech Connect (ZTC).  This article shows the step by step setup instructions to send Zillow/Trulia leads to Follow Up Boss (including what type of leads do and do not transfer to Follow Up Boss via ZTC) and the changes with the new live transfer to agents Zillow is rolling out in all markets.

Zillow to FUB Lead Scenarios

Scenario #1 – Zillow Listing Inquiry: No Agent Selection

1. The lead visits Zillow and clicks on an active listing
2. The lead fills out the contact form (shown below) but does not select a Premier or Listing agent

1. Zillow Concierge reaches out via text to qualify the lead (shown below)
   

1. Zillow Concierge then live transfers the lead to a Premier Agent
2. When the agent answers the call the lead is created in the Premier Agent web application and sent to Follow Up Boss via Zillow Tech Connect

Scenario #2 – Zillow Listing Inquiry: Agent Selection

1. The lead visits Zillow and clicks on an active listing
2. The lead fills out the contact form (shown below) and selects a Premier or Listing agent
   

1. The lead is immediately created in the Premier Agent web application and sent to Follow Up Boss via Zillow Tech Connect

Our understanding is you should be able to opt out of Zillow contacting the lead in these select cases.

Scenario #3 – Zillow Listing Inquiry: Agent Pre-Selection

1. The lead visits Zillow and clicks on an active listing
2. The lead fills out the contact form (for a certain amount of listings, Zillow will show the listing agent as the only buyer’s agent on that active listing)

1. The lead is immediately created in the Premier Agent web application and sent to Follow Up Boss via Zillow Tech Connect

Scenario #4 – Zillow Profile Inquiry

1. The lead visits an agent or team’s Zillow profile
2. The lead fills out a contact form (shown below)
   

1. The lead is immediately created in the Premier Agent web application and sent to Follow Up Boss via Zillow Tech Connect

Scenario #5 – Zillow Direct Phone Call

1. The lead visits an agent or team’s Zillow profile or an active listing
2. The lead calls the Zillow assigned virtual number for that agent
3. The lead’s call is forwarded to an agent’s cell phone according to Zillow routing rules
4. The call is recorded and logged in Premier Agent (this type of lead is not sent to Follow Up Boss via Zillow Tech Connect)

Zillow mentioned this is on their roadmap

Zillow Lead Routing

As an alternative to using lead routing in Follow Up Boss for Zillow/Trulia leads, Follow Up Boss also supports the direct assignment of most lead types via Zillow lead routing ( Setup Instructions).  This setup allows you to route leads according to Zillow’s routing rules in order to keep the assigned agent synced in both Follow Up Boss and Zillow Premier Agent.

Here are the current routing methods for  Zillow Lead Routing (found under Team > Routing Rules in Zillow Premier Agent):

• Direct assignment – Directly assigns the lead to a specific agent
• Routing by Percentage – Assigns a certain % of leads to certain agents
• Routing by Round Robin – Distributes leads equally in a circle
• Routing by Broadcast – All agent’s phones ring simultaneously; the first one to pick up claims the lead (not supported by ZTC or Follow Up Boss Zillow Sync)

Lead TypeZTC SupportedFollow Up Boss Sync SupportedDirect Listing Inquiry (PHONE)Direct Listing Inquiry (EMAIL)✓✓Profile Inquiry✓✓Concierge Live Phone Transfer (Zillow Connections)✓✓Zillow/Trulia Rental Lead

Future Additions to Zillow Tech Connect

• Zillow to FUB direct phone calls
• Live transfer (Zillow Connections) flag (to avoid overlapping communication between FUB and Zillow Concierge)
• Linking back to Zillow – This would allow for more information to sync back and forth between FUB and Zillow

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