In CommandMC, Market Center or Regional leadership can create customized CommandMC SmartPlans for recruitment or retention purposes. When creating the CommandMC SmartPlan, it can be as short as one day or it can go on for up to a year. During the creation of the CommandMC SmartPlan, the author will have the opportunity to designate or assign staff member roles to certain MC SmartPlan steps (Phone calls, text messages, tasks, and emails). Once created, you will be able to add either recruits or associates, to set up automatic tasks or send emails.

• Learn how to Designate Default Staff Members for Specific Types of MC SmartPlan Steps.

In addition, we now have the ability to set the time of day we want steps to execute, and a new simple workflow that makes it easier than ever to see exactly how long the SmartPlan is and what day/time the steps will execute.

• In Command Settings, there is a page that allows you to select the time zone you are in. This ensures when you create timing for your SmartPlan, it will be accurate to your local area.
  • The default system time zone is UTC-6:00 (CST) America/Chicago.

To create a custom CommandMC SmartPlan: 

• Add Days and Steps
• Manage the SmartPlan Schedule
• Edit a Step
• Remove Days and Steps
• Add a Repeat
• Save the SmartPlan
• Auto-Add Rules (Trigger Contact Tags)
• Add Auto-Removal Rules
   

Access

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

2. Click CommandMC at the top of the page.

3. With CommandMC SmartPlans for Recruits (only Market Centers have access to Associate SmartPlans), you can utilize these with either your Market Center or Regional recruit pipelines, but these SmartPlans lists are kept totally separate. If you have Regional and Market Center roles, click your name, at the top right of the page, and ensure the correct profile is selected.

4. Click the SmartPlans applet, , on the left sidebar.

5. Click Create at the top right of the page.

6. Enter your SmartPlan name and click Apply.

Add Days and Steps

1. Find where you want to add a new Day, then click + Add Day (Day 1 will just be open when you first click to create the SmartPlan).

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

Create Task

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

• There is a 150 character limit for the Task Name.
• You have the ability to use the Add Merge Tag drop-down, below the Task Name field, which gives you the ability to include associate/recruit specific information in the task name (e.g. "Social Interaction with {recipient.first.name} {recipient.last.name}").
• When you mark the task as a Touch Task, it basically applies that to the overall "Touches" count you can see in the SmartPlan Details in the editor and SmartPlans list.
  • If you want the task to automatically trigger the "Log Activity" workflow once it's completed in the Tasks Applet, you would need to use the Call or Text step, instead of this one. This is meant to denote a touch task that is not a call or text, like a social interaction or meeting.

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 include associate/recruit specific information in the description like name, phone number, email, etc. (e.g. "Reach out to {recipient.first.name} at {recipient.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 recruit/associate know about on a phone call, or maybe you are setting an internal task for your leadership team 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 Assign To field, you have the ability to uncheck the Assign to Designated Associate checkbox, and select either Recruit or Associate Assignee, or a specific leader in the Market Center.

• You now have the ability to assign multiple leaders to a task here. Selecting multiple team members creates one shared task, with multiple assignees, any of them will have the ability to resolve the task.

5. In the Due Date 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.

6. 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.

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

Make a Call

1. First enter the Task Name. This step will automatically create a Call Task. When you mark a Call/Text task as complete, the system will bring up a modal (learn more about managing tasks in CommandMC) that allows you to enter notes about the call/text, and the system will automatically log it as an activity on the Associate/Recruit Record.

• There is a 150 character limit for the Task Name.
• You have the ability to use the Add Merge Tag drop-down, below the Task Name field, which gives you the ability to include associate/recruit specific information in the task name (e.g. "Social Interaction with {recipient.first.name} {recipient.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 include associate/recruit specific information in the description like name, phone number, email, etc. (e.g. "Reach out to {recipient.first.name} at {recipient.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 Assign To field, you have the ability to uncheck the Assign to Designated Associate checkbox, and select either Recruit or Associate Assignee, or a specific leader in the Market Center.

• In CommandMC Settings, you can designate whether you want specific SmartPlan task steps to automatically be assigned to a Specific Leader, or the Recruit or Associate Assignee. Keeping the Assign To Designated Associate checkbox checked will ensure that setting is used for this step.

5. In the Due Date 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.

6. 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.

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

Send Email

1. First, enter the Subject of the email.

• There is a 75 character limit for the email subject.

2. In the Email Content field, type out your email message. You have some basic formatting tools available at the top of the field (bold, text color, underline, etc.), and you can utilize Merge Tags and Hyperlinks using the drop-downs below the field.

• Merge Tags give you the ability to include contact specific information in the description like recipient name, phone number, email, etc. (e.g. "Hello {recipient.first.name}").
• To use hyperlinks, highlight the text you want to link, click Add Hyperlink, then enter the actual link (include https://) in the Hyperlink field.

3. In the Send From section, you have the ability to uncheck the Send from Designated Associate checkbox, and select either Recruit or Associate Assignee, or a specific leader in the Market Center.

• In CommandMC Settings, you can designate whether you want specific SmartPlan email steps to automatically be sent from a Specific Leader, or the Recruit or Associate Assignee. Keeping the Assign To Designated Associate checkbox checked will ensure that setting is used for this step.

4. 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).

• 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.

Send Text

Text steps are converted to tasks in CommandMC. Enter your text content, then leaders can pull the text from the task, when actually sending the text message:

1. Select whether you want to use a Static or Dynamic Text Type, then enter the Text Content. You can utilize Merge Tags (e.g. "Hello {recipient.first.name}") and Emojis below each content box as well.

• 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.

2. In the Send From section, you have the ability to uncheck the Send from Designated Associate checkbox, and select either Recruit or Associate Assignee, or a specific leader in the Market Center.

• In CommandMC Settings, you can designate whether you want specific SmartPlan text steps to assign to a Specific Leader, or the Recruit or Associate Assignee. Keeping the Assign To Designated Associate checkbox checked will ensure that setting is used for this step.

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).

• 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.

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 (or on the right side of the page), 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. Then, Use the Number of Repeats drop-down to select how many times you want the plan to repeat.

• 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.
• You can choose anywhere from 1 - 6 repeats, or Unlimited for it to repeat continuously.

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

5. If you want to edit/delete the repeat settings, you can either:

• Click on the Repeat card, make edits, then click Save Changes.
• Hover over the Repeat card and click the Delete icon, .

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.

Once saved, you can start taking action on this SmartPlan:

• Learn how to add Recruits to a CommandMC SmartPlan
• Learn how to add Associates to a CommandMC SmartPlan
• Learn how to edit an inactive SmartPlan or edit an active SmartPlan
   

Auto-Add Rules (Trigger Tags)

Once you save a SmartPlan for the first time, you have the ability to add Trigger Tags. Once saved, any recruit/associate 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 recruit/associate already has the tag, they won't be automatically added to the SmartPlan.
• You can add up to 10 Trigger Tags to a SmartPlan.
• This is only to add people to a SmartPlan. There are removal rules you can select, but they are not tag based (see the section below).
• If you edit a tag in your CommandMC Settings, that Trigger Tags 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 Trigger Tags from the published version of the SmartPlan (but not your copy).

1. In the Auto Add/Remove Rules section, at the bottom right of the edit screen (under where it says "Add contact when tagged"), click Add Trigger Tags, then select the tags you want to be a trigger and click Add Triggers.

2. Once you have added tags here, you can click Edit, to the right of where it says "Add contact when tagged," make changes to the selected tags, and click Apply Changes.

3. Ensure you save the plan, once you finalize the Tag Triggers you want to add.

Auto-Removal Rules

In addition to Auto-Add Rules, you have the ability to set conditions for associates/recruits to be automatically removed from the SmartPlan. These conditions are set around whether the associate/recruit responds back to communication (text or emails) that are being sent out automatically from the SmartPlan.

• These Remove Rules will only take effect if the associate/recruit responds to the SmartPlan communication via email; receiving an email from the associate/recruit, as a one-off, will not trigger the removal.
• You will not receive a notification about an associate/recruit being removed from a SmartPlan, in this way, but you will see the notification for the actual response. The best practice is to click to view the associate/recruit details/timeline for a associate/recruit, when they respond to you. You will see the timeline event for the response and the removal from the plan, where you can then take action from there.
• Publishing a SmartPlan to the Shared Library will remove all Removal Rules from the published version of the SmartPlan (but not your copy).

1. In the Auto Add/Remove Rules section, check the Remove recipient when they respond to an email from this SmartPlan checkbox.

2. Ensure you save the plan, once you make your selection.

When someone responds to an email or text (and you have that selected as a Remove Rule), you won't get a notification about the removal, but you will get a notification about the response.