Answers to the questions we hear most about setting up and managing Leads in Rex.
How do I know if Leads is enabled, or can you set up the Leads add-on for us?
If you can see the Leads (mailbox) icon in the top right-hand corner of Rex, Leads is already enabled on your account, and you may just need to set it up for your user. For the steps, see Leads: Setting up Leads for Australian and New Zealand Portals, or touch base with an admin user to help get it set up. If you can't see the Leads icon, your subscription may not include the Leads add-on. Contact support@rexsoftware.com.au for more information.
We've set up Leads but they aren't coming in from one or more portals
This is usually because the portal's email address hasn't been added to the Trusted Email Addresses section in Rex. Find an older enquiry that came from that portal, note the email address it was sent from, then add it by following Leads: Trusted Email Addresses.
Why aren't my leads auto-parsing, or why aren't contacts being created and linked to the listing?
Most likely, Auto Parsing isn't turned on for that portal. See Leads: Turning On Auto-Parsing for Leads. If it's already on and leads still aren't parsing, contact support@rexsoftware.com.au.
We have a listing with two agents. Why are we getting duplicate leads, or why does only one agent get the lead?
If a listing has two listing agents, some portals send a separate lead for each agent, so you may see what looks like duplicates. Both are there for you to process. Realestate.com.au works differently: it only sends one lead, which is assigned to the Primary agent on the listing. If the lead reaches the wrong agent, reassign it to whoever should follow up.
Can we get our Domain leads sent to our office inbox as well as Rex?
Yes. In your Leads from Domain settings, choose Custom and enter both your office email and your Leads Dropbox address, so enquiries arrive in both places. For the steps, see Leads: Setting Up Leads on Domain.com.au.
Why don't my leads appear on the vendor report?
Leads are only enquiries, so they don't appear on the vendor report on their own. You could receive 100 enquiries about a listing, but they won't show until you act on them. Process the lead by calling or emailing the contact and leaving notes or feedback. If it isn't in the Feedback tab of the listing, it won't appear on the vendor report. For more, see Leads: How to Process Leads.
How do I filter leads by status?
A lead's status changes as you take action in the Process Lead window, and you can filter by status to help manage your enquiries:
- New: enquiries that have come in and had no changes made.
- In Progress: leads where an action has been taken in the Process Lead window.
- New and In Progress: both New and In Progress leads together.
- Completed: leads that have been marked as complete.