eXp Realty

            kvCORE Smart Number FAQ Sheet

            What is this "Smart Number"?

            In kvCORE, the Smart Number is a feature built into each office at eXp Realty.

            It's important to note that individuals aren't individually set up with Smart Numbers.

            Specifically, the Smart Number is a VOIP phone number that is connected to everyone's kvCORE database. 

            This means that it knows everything that is connected to your kvCORE account and the other kvCORE accounts in your Office.  

            It knows: 
            • Your cell phone number, and the cellphones of the other users in your office/account. 
            • Your contacts' phone numbers. 
            • Your office numbers. 
            • Which contacts/leads belong to whom. 

            We use the Smart Number for our dialer system, as well as to send & receive texts to and from leads/contacts. 

            Where do my contacts see this Smart Number? 

            • If you are calling your contact with the dialer, it is basically a three-way call, and the Smart Number displays to your contact when you are calling them. 
            • If your contact visits your kvCORE website, they may see the Smart Number on it. 
            • If you are using custom text codes in the future, your leads will be sending texts to the Smart Number. 
            • If your smart campaign has text messages in it, those texts are sent to the lead from the Smart Number. 
            • If you text your leads/contacts via kvCORE, those texts are sent to them from the Smart Number. 

            What happens if someone calls the Smart Number? 

            • If the person calling in is NOT in kvCORE as a contact/lead then the call is forwarded according to the Office settings of the Smart Number, controlled by exp Realty. 
            • If the person calling in IS a contact/lead in kvCORE, the call is immediately routed to the User that owns that contact. 
              • This is important. This means that any of the leads in your system (if they call the Smart Number), are immediately directed to you. If you test this phone number out from a number that's not in the system, you might end up speaking to anyone in the Office. 
              • Phone calls from unknown numbers are the only thing that gets 'routed' according to the settings of the Smart Number. 

            How does the Smart Number work with Lead Routing? 

            • The Smart Number can only deliver leads or calls. It cannot decide who gets what lead. 
            • Lead Routing determines who a lead should go to, then the lead is delivered with the Smart Number. 
            • When a new lead is generated in some way, through a lead funnel or from the website, the registration goes straight to lead routing. 
              • An unknown phone call is not a newly generated lead, it is simply a call from a phone number that kvCORE does not know yet. 
            Don't want the Smart Number to appear on your website? You can change it by following the steps in this article.

            What is Call Recording on a Smart Number? 

            When you change the Smart Number settings as an Admin, you can opt to enable call recording. 

            Be sure to read the disclaimer thoroughly! 

            When this is enabled, call recordings will be accessible in the Contact's timeline from the dashboard: 


            Clicking on the listen link will open/download the recording on your computer/device. 

            How much do additional Smart Numbers cost? 

            $25 per month will be charged for each additional Smart Number. 

            I am on a team and an office. I have more than one Smart Number! Which one is used? 

            • If you navigate to your lead engine > call capture settings, you'll see your smart number being used. 
            • When you use kvCORE, the most specific Smart Number is used to communicate with your contacts. 
              • The hierarchy is Office > Team > Agent. So, if you have an Office and a Team number, the TEAM number is used. (
                A Team is more specific than an office.) 

            You will get text messages from the Smart Number!

            You will get text messages from the Smart Number: 
            • If you get a new lead, and Lead Routing is set to notify you of your new lead (don't forget to open the link! Shown in the graphic below.) 
            • If a lead sends you a text, it is forwarded to you from the Smart Number. You will see the message but should reply via kvCORE so the lead gets the reply from the same number they texted. In the graphic below you can see that the Smart Number is telling you their name, number, and the message they sent. 
            • If you create a custom text code, and the text leads sends it to your Smart Number, you will be forwarded the information as if one of your leads texted you (shown below in the graphic.) 

            Don't want the Smart Number to appear on your website? You can change it by following the steps in this article.

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