Command Quick Start Quide

COMMAND

QUICK START GUIDE

Introduction

What is Command?

Getting Started in Command

Command Integrations

Complete Your Marketing Profile

Customize Your Command Homepage

Import Phone Contacts into Command

Contacts

Get Started with Contacts

What is a Complete Contact?

Add an Activity or Interaction to Lead/Contact

Tasks

Create Tasks

View and Manage Tasks

SmartPlans

Best Practices for SmartPlans

Add a SmartPlan from the Library

SmartPlan Map: Plan Your SmartPlan

Create a Custom SmartPlan

Set Time Zone in Command

Add Contact to SmartPlan from within Contact

Attach a Listing to an Opportunity Opportunities

Create Opportunity

Campaigns

Get Started with Paid Ads

Connect Your Facebook Account for Paid Ads

Reports

Set or Edit Your Goals

Designs

Get Started in Designs

Add your Brand Assets to Your Library

Use KWLS Panel in Design Editor

Sync MLS Listings

Create an Internal Listing

Consumer

Get Started with Consumer Applet

Edit Default Pages

Add Vendor on Agent Site

Create an Open House Sign-in Sheet

Get Started with KW App

What is Command?

KW Command is a real estate website and marketing platform designed exclusively for Keller Williams’ real estate agents. The KW Command proprietary, feature-rich software, which was released in 2019, helps real estate agents, Realtors®, and brokers manage leads, nurture them, and ultimately lead them to conversion.

Whether you’re looking to create a drip campaign to keep in touch with clients, customizing your website, or completing an opportunity to get paid, Command is the solution for you.

Command includes options for every agent, team, or group to utilize their database to the fullest potential to gain new leads and recurring referral business.

Getting Started in Command

Once you have been onboarded into your MC, you will receive an email from Scott Le Roy Marketing subject line- “Keller Cloud Set up Complete”. There you will find your KW Systems username and password to log on to Command.

Please note that your Command username is not your email address.

You will go to agent.kw.com to log in to Command. If you have forgotten your username or password, please let a member of Leadership know and they can help you retrieve it.

Username

Password

Once you log into Command your will see the following screen. Yours may not look identical to mine. This home screen can be customized to that you see what’s most important. We will customize this later on. For now, you’ll click on your name in the top right and select “My Profile”.

At the top of the screen, make sure that “Yes” is highlighted in blue, if not toggle it to “Yes”. Next, you’ll select the “Edit” and update all pieces of information. This information will pull to your website so ensure it’s complete and accurate. Then click “Settings Home”.

Integrations

From your main page, you’ll select your name in top right and select “Settings” if you were just in your Profile, the “Settings Home” will take you to your Settings page. On this page we are going to connect your different account. To ensure a smoother process please log into your Facebook account in another tab. If you do not have a Facebook Business page, please do so and come back.

Some accounts were already set up by Scott LeRoy. You will need to connect your Facebook (business account only), Instagram (business account only), and Twilio.

Connecting Facebook and Instagram allows you to utilize post scheduling and other settings. We will connect your Facebook account to your Ads Manager later.

Twilio will allow you to send automated test messages through your SmartPlans, as well as messages directly through Command. We suggest that you start with the lowest package until you know how many texts you are going to use in a month. Whatever you don’t use will rollover and if you need more, you can always come back and increase your credit package. The number for Twilio will NOT be the same as your phone number. We highly suggest that you add the number you choose to your business cards, contact cards, and email signature as a business line.

CompleteYourMarketing Profile

Once you set up your Marketing Profile in Command, your information is automatically added to marketing content you send to consumers and to your KW App and Site This helps you work faster because your information is reused on marketing content without you updating it each time Your profile includes your photo, logo, contact information, and other details you choose that allow you to stand out as an expert agent

Adding information to this profile will not change any of the information on your KW White Pages or KWConnect profiles.

To complete or update your KW Marketing Profile: Access

1 Log in to https://agent kw com with your Keller Williams login credentials

2. Click your Name in the top right corner, and then select Settings.

3 Click the drop-down arrow besides Connect Settings and select Marketing Profile

Branding and Images

1 At the top right of the profile, you will see a toggle button labeled "Use my information to brand my agent site "

This toggle button must be turned on in order for your KW Agent Site to display the personalization that you created.

2 Click to upload your agent profile photo (My Photo) which is required, and to upload your Team Logo, if you have one You can also remove your agent photo and team logo if necessary

My Details

1 The first part of this section includes primary details about you as an agent, which populates KW Agent Sites and the KW App You must enter a first name, last name, and slogan The other fields are optional:

The Agent License Number field is not required, but if you are going to use the Promote My App SmartPlan, you must complete this field. There is a merge-tag included, in the first email that will send out, that will cause a sending error if this field is blank

The Slogan field will not visible to consumers as of now, but there are plans to display that information in the near future

2 Next, you will see the Military Affiliation field This focuses on military service, past or present, military spouses, Gold Star Family members, and more Use the drop-down to select any number of combinations

As this is a brand new field, it hasn't been connected to any public facing profiles, but there is a Military filter that utilizes this field when agents search for referral partners in Command.

3 The last part of the My Details section include your biography and contact information These details will display on your KW Agent Site, KW App, and our public facing agent profiles

Market Center / Brokerage

Enter your Market Center information and DBA logo. This will not only populate the KW Agent Site and App, but also paid social ads and will be available in design templates If you don't have access to your Market Center DBA logo, you can find these on the KW Logos and Branding resources page. The Market Center/Brokerage

Compliance

Enter any national, state, or local legal information or images needed to stay in compliance, with regard to your KW Agent Site. This will populate the footer of every page on your KW Agent Site.

Add social media profiles to your profile, making sure to add the full web address of the profile These will populate on your KW com agent profile, KW Agent Site homepage footer and navigation drop-down, so clients can easily access and connect.

Add your Google Analytics tracking ID This will pull user data from your KW Agent Site and give you more insight into visitor activity

Save Social Google Analytics

Once you are ready, click Save Any changes made will take a few hours to populate on KW com, KW Agent Sites, and the KW App

Customize Your Command Homepage

You can now customize your Command Homepage to select what widgets you want to see and the order you see them in when you initially log in to Command

To customize your Command Homepage follow the steps below:

1 Log in to https://agent kw com with your Keller Williams login credentials

2. If you are on a team, you can switch between your personal and team Command accounts and customize the homepage of each account separately.

3 At the top right of the page, click Customize

4 Customize your Command Homepage:

Choose which widgets you want displayed by selecting/unselecting the checkbox beside the widget name. Rearrange the order of the widgets by using the drag and drop functionality. You can rearrange the widgets vertically but not horizontally.

5. Click Apply once you're done.

Once you have confirmed your changes they will stay in place indefinitely, but you can change it again at anytime.

Contacts

WhatisaCompleteContact?

Name-20%

PhoneNumber-20%

EmailAddress-20%

PhysicalAddress-20%

SocialMediaProfile-4%

Tags-4%

LeadSource-4%

Birthday-4%

WorkInformation-4%

AdditionalBestPracticeItems:

SetNeighborhoodsforNeighborhoodNurtureSmartPlan

UtilizetheTimelineand/orNotessectionforeachContact

UtilizeTwiliowhentextingContacts

Tasks

SmartPlans

Add Days and Steps

1 Find where you want to add a new Day, then click + Add Day.

2. When you are ready to add a step, find the step on the left side of the page, then click and drag it to the day you want to add it to:

There are 5 types of steps you can add. Once you add the step, you will need to configure and save that step, on the right side of the page, before you can continue:

Create Task

Make a Call

Send Email

Send Text

Add to SmartPlan

1 Enter the Task Name, and select whether this is a Touch Task using the checkbox. You have the ability to use the Add Merge Tag drop-down, below the Task Name field, which gives you the ability to have contact specific information in the task name (e g "Social Interaction with {contact first name} {contact last name}")

2. Enter a Task Description.

There is a 3000 character limit for Task Descriptions. You have the ability to use the Add Merge Tag drop-down, below the Description field, which gives you the ability to have contact specific information in the description like name, phone number, email, etc (e g "Reach out to {contact first name} at {contact phone}")

3. Next, you have the option of entering a Hyperlink and set the Priority Level for the task.

The hyperlink field is useful if there is a web page you want to let a contact know about on a phone call, or maybe you are setting an internal task for yourself and want to link to the resource you need while actually completing the task

The priority level is a way to organize your tasks, where you can use filters to view what is most important, in the moment.

4 In the "When is the task due?" field, select how you want the due date of the task handled Once the task populates, use the drop-down to select when it should be due (from Same Day to 14 days) and then select what time you want the task to be due

By default, tasks are due at 11:59 PM (All Day), but you can uncheck the All Day checkbox and adjust this as needed

5 In the "When should the task be created?" field, select the Time of Day you want the task to populate You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier

6 Click Add Step, at the bottom right of the page

Make a Call

1 Enter the Task Name, and select whether this is a Touch Task using the checkbox

You have the ability to use the Add Merge Tag drop-down, below the Task Name field, which gives you the ability to have contact specific information in the task name (e g "Social Interaction with {contact first name} {contact last name}")

2. Enter a Task Description.

3 Next, you have the option of entering a Hyperlink and set the Priority Level for the task

4. In the "When is the task due?" field, select how you want the due date of the task handled. Once the task populates, use the drop-down to select when it should be due (from Same Day to 14 days) and then select what time you want the task to be due

5. Click Add Step, at the bottom right of the page.

1 When creating an email step, you will see two email types: Simple or Designs. Select the type of email you want to send, enter a subject and then enter or select the body of the email

Simple - with this option, you will just type out your email message and you have some basic formatting tools available, as well as the ability to use Merge Tags and create Hyperlinks. Designs - with this option, you will be able to select a template from Designs and edit it from within the SmartPlan editor Once you are done editing, close out of the template (using the X at the top right of the page) and you will see the email load into the SmartPlan step.

2. In the "When should the email be sent?" field, select the Time of Day you want the email to be sent (Any Time, Early Morning, Morning, Afternoon, Evening)

3. Click Add Step, at the bottom right of the page.

1 Choose to send an automated text message from your SmartPlan, using Twilio, or create a text task

If you choose to create a text task, the workflow will be the same as the Call section above.

2. If you choose to send an automated text message, using Twilio, select whether you want to use a Static or Dynamic Text Type, then enter the Text Content

Static - with this option, you can set one text message that will be sent in this step, which will repeat if the SmartPlan repeats.

Dynamic - with this option, you can add multiple text messages for the same step Each time the SmartPlan repeats, it will send a different text message to your contact, when this step is triggered

3 In the "When should the text be sent?" field, select the Time of Day you want the text to be sent (Any Time, Morning, Afternoon, Evening).

4 Click Add Step, at the bottom right of the page

Add to SmartPlan

1. Use the "Add To" drop-down to select the existing SmartPlan you want to add the contact to, in this step.

2 In the "When should the contact be added to the SmartPlan?" field, select the Time of Day you want this action to take place (Any Time, Early Morning, Morning, Afternoon, Evening).

You can also use the Day drop-down to move the step to a different day, but you also have the ability to drag and drop the step later, which might be easier.

3 Click Add Step, at the bottom right of the page

Manage the SmartPlan Schedule

1 Once you've added a step to a day, you can click on the Day Card to take a few actions:

At the top left of the card, you see the delay settings for that day. Click to select how many days should elapse, after the previous step, before this day launches. Once you make a change, you will see the Day Number change to reflect the new schedule.

You can click Add Step, at the bottom left of the card, to add another step to that day. Ensure the Time of Day settings line up correctly. You will see an error if a step with a later Time of Day setting is set before a step with an earlier Time of Day setting. Within the Day card, you can click and drag the steps to reorder them, for that day.

Edit a Step

1. To edit a step, find and click on the step you want to edit the details for, then click the Edit icon, , at the top right of the page.

2. Make the changes, then click Save Changes, at the bottom right of the page.

Remove Days and Steps

1. To remove a step, find and click on the step you want to remove, then click the Delete icon, at the top right of the page.

2. A confirmation will appear, click Delete.

3. To remove an entire day, find and click on the Day card, then click the Delete icon, at the top right of the page

4 A confirmation will appear, click Delete

Add a Repeat (end of the SmartPlan)

At the end of a SmartPlan, you have the option of setting the SmartPlan to repeat, either 1 - 6 times, or to repeat without end:

1 At the bottom of the SmartPlan workflow, click Add Repeat

2 At the top of the "Add Repeat" panel, use the Delay field to set the number of days you want to wait before the plan repeats, once it gets to the end of the last step

You can delay the repeat anywhere from 0 - 369 days.

If you choose to not set a delay (if you set it at 0 days), make sure you are aligned with the first step of the plan as it will immediately repeat and launch the first step, based on how that first step is set up.

3. Use the Number of Repeats drop-down to select how many times you want the plan to repeat. You can choose anywhere from 1 - 6 repeats, or Unlimited for it to repeat continuously.

4. Click Add Repeat, at the bottom right of the page.

5. If you want to edit/delete the repeat settings, you can either: Hover over the Repeat card and click the Delete icon. Click on the Repeat card , make edits, then click Save Changes.

Save the SmartPlan

1 Once you are ready, click Save Plan, at the top right of the page

You can edit the SmartPlan Name before saving, at the top right of the page.

Add Trigger Contact Tags

Once you save a SmartPlan for the first time, you have the ability to add Trigger Contact Tags. You click Add Trigger Tags, then select the tags you want to be a trigger. Once saved, any lead/contact you add that tag to, going forward, will be automatically added to the SmartPlan

You must add at least one step and save, before you are able to add triggers.

This is a "going forward" trigger, meaning that if a lead/contact already has the tag, they won't be automatically added to the SmartPlan.

You can add up to 10 contact tag triggers to a SmartPlan

This is only to add people to a SmartPlan If you remove a tag from a lead/contact, it will not remove them from the SmartPlan.

If you edit a tag in your Command Settings, that tag trigger will update automatically in SmartPlans Deleting a tag in Settings will also remove the trigger from the SmartPlan automatically. Publishing a SmartPlan to the Shared Library will remove all contact tag triggers from the SmartPlan

Select Your Time Zone for SmartPlans in Command

We now have time zone settings, in Command, that will enable agents to utilize SmartPlans no matter what part of the world they are based out of. SmartPlan text steps, that utilize Twilio, are limited to sending texts between 8am and 8pm This enables agents across the world to ensure that window is specific to their local area. Also, we now have time-based SmartPlans steps that allow an agent to set the general time a SmartPlan step executes (morning, afternoon, evening, etc.), and this ensures it goes out in the set timeframe specific to their local time zone

The default system time zone is UTC-6:00 (CST) America/Chicago. To select your time zone for SmartPlans:

1 Log in to https://agent kw com with your KW login credentials

2. Click your name, at the top right of the page, then select Settings from the drop-down.

3. On the left side of the page, open Command Settings, then open SmartPlans, and select Time & Date

4. Use the drop-down to select the time zone you want the system to use when sending out SmartPlans

The default system time zone is UTC-6:00 (CST) America/Chicago.

5. Click Save Changes, at the top right of the page.

Add Contact to a SmartPlan from within a Contact

Opportunities

How to Create an Opportunity

Opportunities is the system we use to track our current and potential transactions, within Command. Each Opportunity (current or potential transaction) starts at the Cultivate Phase, where you can track an Opportunity before you have even set an appointment, and will be tracked through to the Closed Phase, after being approved for compliance and Commissions The Opportunities applet allows you to track everything involved with the transaction, from activity checklists and offer management, to potential commission income and compliance

To create an Opportunity: Access

1 Log in to https://agent kw com with your Keller Williams login credentials

2. Click the Opportunities icon, ,on the left sidebar.

3 Click Create Opportunity, at the top right of the page

4. Complete the Create Opportunity form.

Move Opportunities Through the Pipeline

As your Opportunity progresses, click and hold the six dots, on the left of the Opportunity card, and drag the Opportunity to the correct stage If you need to move it to another phase, drag the Opportunity to the correct phase above the stages. This will put the opportunity in the first stage of that phase.

As you are moving the Opportunity through the Pipeline, new Opportunity Tasks, setup in the Customized Pipeline Template, will populate in each new Stage it's moved to.

Attach a Listing to an Opportunity

On the Listing side, when you get to the stage where you have taken the listing, you will add the listing to the MLS, and then select that listing in the Opportunity Details, once the listing pulls into Command Click Select from Listings, when ready, then find and choose your listing

On the Buyer side, you will do this once you get to the offer stage, and you will find the Select from Listings button in the offer details (this is one of the first steps in the offer creation process). You will attach a listing to each offer you create (see below).

Campaigns

Reports

Designs

Listing

Listing Overview

1 Select the listing Category from the drop-down

2. Select the Listing Status, choosing between Internal Active and Internal Expired.

3. Select the Property Type and then the Property Sub Type. Each property type has sub types that correspond to the main type, though you will always have the option of being able to choose any sub type.

4 Use the calendar widgets to enter the Market Dates for the listing:

Set the internal expiration date (required) - this is the date the listing status will become expired. The max expiration date is 30 days but the listing can be edited after it has been created to increase this date.

Agreement Expiration (optional) - this is the date when your contract with the seller expires.

List Date (not editable) - this will always be the day that you create the listing and is not editable.

5 In the Listing Agent Details section, select the Agent/Co-Listing Agent

If you are in a solo agent Command account, you won't see the Co-Listing Agent field and the Agent field is not editable.

If you are in a team Command account, you have the option of setting the Agent as anyone on your team, and then selecting a Co-Listing Agent from your team roster.

6 Enter your Seller Commission and Buyer Commission, if you have the information available

7 arket Center sharing options, this field will be very important and will control who will see the listing.

Sync MLS

1.

Click the Listings icon, on the left sidebar (or any other applet that is connected to the listings feed like Campaigns or Opportunities).

2.

3

Click Sync My MLS.

Enter a listing address or an MLS number into either of the corresponding fields then click Search. Only one listing is required to link all your listings from an MLS to Command.

4.

Select the listing from the list of results and then click Next.

6

5. A confirmation message will appear stating the verification email has been sent. Click OK. If there is another MLS the user needs to add click Sync Another MLS & Listing. The MCA and primary agent will receive a Command bell notification indicating a request has been made.

7.

Select whether you're the Primary Listing Agent or the Co-Listing Agent and click Next. An email will be sent to primary listing agent's email address that is on file within that MLS, regardless of the option selected.

If you are the primary listing agent, proceed to access the email that was sent to the email address on file. It will be sent from noreply@kw.com. If you recognize the request, click Confirm.

Consumer

Telephone Consumer Protection Act (TCPA)

The TCPA regulates telemarketing calls, voicemails, and texts. There is no B2B exception to the TCPA

TCPA Liability:

$500 - $1,500 per violation, with lawsuits often brought as class actions

How to Comply:

Before calling or texting, confirm the number: Is not on the national Do Not Call registry Is not on any state, county, or local Do Not Call list Is not on any internal (market center and region) Do Not Call list

Before calling or texting any number using an autodialer or artificial voice or prerecorded message, obtain or confirm prior express written consent

Know and follow all state/provincial laws in addition to the TCPA

Engage TCPA counsel to confirm compliance with all applicable laws and requirements

Command is the proprietary CRM of Keller Williams Realty International. All rights are reserved and usage is granted by permission from KWRI.