📚 CRM Training: Start Here
Welcome to your CRM Training!
This page is your full guide to setting up your system, learning the tools, and getting the most from your leads.
📌 Bookmark this page so you can come back anytime (it's always in our VIP email signature too).
CRM Training Overview
- Register Your Phone Numbers: Ensure your calls display your company name to build trust with prospects.
- Manage Phone Numbers: Add & configure multiple phone numbers within your CRM for efficient communication.
- Record Ringless Voicemails & Video Emails: Create personalized messages to enhance lead engagement.
- Handle Leads Effectively: Learn best practices for managing and nurturing your leads through the sales funnel.
- Reactivate Old Leads: Discover techniques to re-engage past leads and turn them into opportunities.
Click For All Video Tutorials (don't watch them yet though)
* The CRM training videos are also accessible from the CRM in the lower left .
There may be some things in this section you've already done during onboarding. If so, skip that 'thing' but go over EVERYTHING HERE to ensure you know and have done all things we are showing you to do!
How The Trainings Below Are Set Up
Below we are showing you HOW to do each learning task with a Video and with Screenshots.
They are both the same exact thing.
Call ID Registration Process
We can NOT do this for you!
Wen you register your phone number’s Caller ID, your leads will see your company or brand name when you call.
This builds trust and improves your reputation with new prospects.
How it Works:
-- Phone carriers use different 3rd-party companies to manage Caller ID registration.
-- To maximize your coverage, it’s best to register your number with all the major verification providers.
Steps to Register:
-- Choose one registration provider at a time and go through each one's process - you'll need to do it for all providers to ensure this works for all carriers (AT&T, Verizon, etc.).
-- Fill out their short form with your phone number, company name, and contact information.
-- Submit your request. It can take 1–2 weeks for Caller ID to update across all carriers.
Pro Tip:
Although registration can slightly lower your call pickup rates, the long-term trust and credibility you build is well worth it.
✅ We highly recommend registering!
This will open in your browser. If you want to save it (aka download it) either right-click and choose Save As or you may see an arrow to download it directly to your computer.
WARNING!
It's best to do this for all the phone numbers you may have...
So don't start this process until you've gotten the phone numbers you need whether that's multiple phone numbers for your single CRM user seat or all the phone numbers for sub-users if you have on a team of multiple users.
Managing Phone Numbers in Your CRM
What Can and Can't Be Done
Multiple Phone Numbers
If you're part of a team with multiple users (each with their own login), each user automatically gets their own primary phone number.
Need extra numbers?
Any user — whether solo or in a team — can add as many extra phone numbers as they want.
Extra phone numbers cost $1.50 per month each (as of writing this).
Using Multiple Numbers:
If you have more than one number in your account, there are a few ways you can use them.
📺 Check out the video tutorial library or contact us if you'd like help setting this up.
Important Note:
By default, all your campaigns use your primary number for texting and voicemail drops.
You can make adjustments to use different numbers, but there are some limitations.
Record Your Ringless Voicemails
Do NOT skip this. It does help and it's easy to do.
How To Do It
Follow along with the video or screenshots for easy step-by-step instructions on how to do this. Use the scripts provided (on the side text) as a guide.
Watch the video to find out why these are help you convert leads easier with automations. (This is not a 'mandatory' video.) ➤➤➤➤➤➤
Screenshot Instructions (same as video)
NOTE: Be sure to allow the browser to access mic and/or camera
You need to accept microphone access or you can't record!
This will pop-up on your first attempt to record - Just accept it!
STEP 1
STEP 2
STEP 3
DID YOU MESS UP & NEED TO RE-RECORD?
Just backout to where the templates are (where you started). You'll see a trashcan button to delete it. Delete and start over.
Don't get too hung-up on being 100% perfect in your delivery. It's not that important. When you leave a voicemail normally, is it always super perfect? Probably not... it's best to keep it natural.
FYI: You can't have 2 templates with the same name!
*NOTE: Please label the first voicemail VM1 and the second voicemail VM2 so we can set this up for you.
Are You Recording Voicemails & Video Emails Post-Onboarding, After You're Already Live?
Be sure to let us know you're done by emailing us and we'll update your campaigns or CLICK HERE to see a video of how to do it yourself.
Record A Video Email
You CAN skip this, but really shouldn't!
How To Do It
Follow along with the video or screenshots for the easy technical steps. Use the scripts provided (on the side text) as a guide if needed.
The steps here are nearly identical to how you setup a ringless voicemail.
We understand a lot of people are uncomfortable on video but it's important to build trust with your leads. Them seeing a REAL person is the most important reason to do this!
It's doesn't matter what you look like or even that you're a great speaker.
If you want to convert the maximum number of leads, this will definitely help.
Screenshot Instructions (same as video)
NOTE: Be sure to allow the browser to access mic and/or camera
STEP 1
Background info on ringless voicemails - NOT necessary to watch.
STEP 2
STEP 3
DID YOU MESS UP & NEED TO RE-RECORD?
Just backout to where the templates are (where you started).
You'll see a trashcan button to delete it. Delete and start over.
Don't get too hung-up on being 100% perfect in your delivery. It's not that important. We're just putting a face to a name here!
💡The rest of this section is training material you need to know.
But until we finish your setup, the CRM is blank and will not look or behave the way we show below. You can still learn this stuff now and get hands-on with it after we've built out the CRM fully.
Aspects Of The CRM You Need To Know Like The Back Of Your Hand
Make these bits of knowledge a habit, and you'll do great!
Before you dive deeper into the CRM, there are a few small but critical habits that will make a huge difference in your results.
We’ve already set up most of the system for you (or will be finishing shortly - usually within 2-3 days of getting the CRM).
✅ But — you still need to "steer the ship" a little yourself to maximize your lead conversions and minimize wasted time.
Important to know:
· There are tons of advanced features you can learn later.
· For now, master these basic moves until they become second nature.
How to use this section:
📺 Watch the training video first.
🖼️ Then use the screenshots below for quick reference whenever you need a refresher.
TIP: Consider creating a fake lead to mimic the moves and follow along if you're CRM has already been built out. To do that just hit the PLUS symbol in the upper right of the CRM and it will guide you the rest of the way.
SKILL #1 - Pipelines, Stages & App Setter Team
Pipeline Stages - How They Work & Should Be Used
WATCH THE VIDEO(Same info as the screenshots below)
(New) Lead Pipeline (Default Pipelines You See When You Go To Deals-View)
CRM Doesn't Look Like This? It usually takes us 2-3 business days to set it up so it will soon.
📞 How the Appointment Setters Work & Use Your Stages
When you first launch, the appointment setters won’t start calling leads immediately.
It takes about 10–15 days after launch before there are enough leads for them to begin making calls.
Call Time Details:
· Early on, they may not work a full 15 hours per month if there aren't enough leads yet.
· As your lead flow grows — and/or once older leads are added — they’ll be able to fill the full 15 hours.
· They make calls at random times and days each week unless requested otherwise.
Pro Tip:
✅ Want to speed things up? Consider activating older leads early so the setters can start calling sooner!
THE OTHER PIPELINES
The diagram below shows you how to see the other pipelines. By default, there will be 4 of them.
· New Lead pipeline
· Working With Lead pipeline
· Deals Won pipeline
· Dead Leads pipeline
When you select the other pipeline (from the drop down) you'll see the stages within those. Just start at the DEALS tab on the left. The system always defaults to the (New) Lead Pipeline
Dead Leads Pipeline!
About The 'Working-With-Lead' Pipeline and 'Deals-Won' pipeline:
If a lead is moved into any stage within these pipelines, all automations stop and you will work leads manually from there.
Here are some screenshots of the 3 other pipelines we've built.
(Click the image to enlarge it and see what each pipeline/stage is about.)
How are the leads automatically determined to be unqualified?
⚠️This is NOT a setting in the CRM!
The automations that make this possible exist outside of the CRM. This is something that can be changed by request and is setup per your filtering instructions.
A lead's answer to certain questions will trigger the filtering.
As an example: You tell us: "Everyone below 640 FICO is disqualified." Then only leads with a 639 or lower FICO would be disqualified & everyone else would be qualified.
Visit the support page -- link above -- to request a change in your filters.
Reminder! Automatically unqualified lead still count as leads. Only the automations behave differently.
⚠️Don't Use Won / Lost Feature In CRM
Using this feature makes it very difficult to find leads in the Pipeline / Stage view -- they'll essentially be invisible without additional clicks...
But leads will still show up in the Contact View no matter what.
Screenshot above is in the Pipeline / Stages section.
Screenshot above is in the Contacts View section.
Working With Lead Pipeline:
Deals Won Pipeline.
Dead Leads Pipeline.
CRITICAL KNOWLEDGE: Moving Leads To Stages
There are really just 2 ways to move leads, but several places in which you can do this.
One way to move them is by drag and drop (within the pipeline view).
The other is with a few button clicks, which are the same no matter where you're at in the CRM.
It's best to watch the video on this, but we do have some screenshot below for quick reference.
Screenshot Instructions (same as video)
Drag & Drop Method (only in pipeline view)
You can NOT move leads to a different Pipeline with this method, but you can move them to a different Stage within the pipeline.
Button Click Method (best to know - works anywhere)
This works the same no matter where you are within the CRM, but here are a few screenshots as examples.
WATCH THE VIDEO(Same info as the screenshots below)
From within the inbox:
From within the contact view:
From within the pipeline view:
Make sure you save your move before closing the menu!
Want Different Stages, More Pipelines Or A Current Stage To Be In Different Spot?
All this is definitely possible.
We do have videos on creating those yourself or we can help with that on coaching calls. As you begin to master the system, you'll soon know how to do this. There are a few tiny caveats with this though you'll need to know. It's best to hold off on that right now and just get the basics down. Get advanced later!
SKILL #2 - Resuming Automations
Handling 'Neutral' Responses By Resuming Automations
This is absolutely critical to understand and make second-nature.
Watch and read this section until it's 100% clear, and if it's still not, be sure book a support call or email us.
A NEUTRAL RESPONSE is anytime some responds in a way that is neither negative nor positive.
A few examples include responses like this:
-- Okay
-- Got it
-- I'll get back to you
-- I'm busy / I'm at work
-- That's great
Sometimes a response might be slightly negative or slightly positive but if it's not clearly one or the other, consider it neutral and resume your automations until you get a true positive or negative response, or ideally, talk with them and help them move forward!
Screenshot:
Any time a lead responds by text or email, the automations will pause!
If you don't resume them when appropriate, you won't be following-up with them automatically anymore, and that's a big problem!
Failing to do this is the same as giving up working on a lead!
SKILL #3 - Calling Leads Quickly & Staying On Top Of Your Lead Tasks
2 Methods To Call Leads Easily & Quickly
You have two main ways to view and manage your leads outside of the Pipeline view:
1. Contacts View:
See all your leads listed individually.
2. Calendar List View (Most Important):
See leads organized by tasks — based on when you need to follow up.
How Tasks Are Created
The CRM’s automated campaigns create call tasks for you depending on how long a lead has been active.
Why Tasks Matter:
✅ If you tackle tasks daily, you’ll stay caught up in just a few minutes a day.
🚫 If you let tasks pile up, you’ll eventually have a huge backlog that's hard to catch up on — and your conversion rates will drop.
Pro Tip:
✅ Building the habit of checking and completing tasks daily is one of the fastest ways to boost your lead conversions.
Calling leads is critical. Automations won't convert all leads!
You can't rely on automations for everything. They help a lot and they warm leads up, but if you want to convert all convert-able leads, calls will be necessary.
WATCH THE VIDEO(Same info as the screenshots below)
Pro Tip (for later on):
✅ The CRM also has a power dialer (aka speed dialer) which will allow you to make tons of calls super fast and automate other tasks.
It's too complicated to show you now, but if you're a CRM-pro, check out all the tutorial videos or ask us.
Calendar List Method (preferred): Step 1
Calendar List Method: Step 2
Once you're in this LIST section above, just hit the Phone Icon to call and the Check Mark to mark that task as done.
Want To Know More About The Phone System?
If you want to dive deeper watch the video on the side here >
Otherwise, it's pretty straight forward and you probably don't need to watch this video.
The simple instructions are: Anywhere there's a phone icon, you can click it and make a call!
SKILL #4 - Putting It All Together: Day-to-Day Lead Handling Operations
Working Leads Daily Will Be Your New Norm!
In most cases, you'll be receiving new leads daily, sometimes several.
It's extremely important you start building habits and make this part of your daily routine.
Leads you don't handle quickly, especially those who are engaging from the automations, will go cold and stop responding.
Alternatively, if you know what you're doing, you'll be able to ignite conversations that turn into apps that turn into deals..
This really matters a lot!
You Need To Watch This Video!!!
Finding A Lead's Longform Information
There are basically two ways to find the info a lead answered on their longform.
One is in the contact itself and the other is in the Deals/Pipelines view. See the screenshots below:
Within The Contact Itself:
In The Deals / Pipeline View:
Then open the Custom Fields tab:
💳 CRM Billing, Credits & Managing Costs
Know What You're Being Charged For & Control Your Costs
A full breakdown of possible extra costs is available in our CRM Tutorials document but here's the basics.
👉Want to see the full cost breakdown - Click here and select the Billing Info tab.
Your CRM subscription already includes free credits each month — the amount depends on your package.
(You can see your included credits inside the CRM Billing section.)
What uses credits:
· Phone calls
· Voicemail drops / Ringless voicemails
· Text messages (SMS & MMS)
· 10DLC registration (initial cost of around $19, pulled from your credits)
🔄 How Credit Recharges Work
We automatically set up Auto-Recharge for your CRM account.
✅ This keeps your balance above $0.00 — and keeps your campaigns running without interruption.
If your credit balance hits $0.00:
· All your calling, texting, and automations will STOP immediately.
· You’ll lose the ability to use texts or calls until credits are replenished.
Manual Top-Up Option:
You can manually add credits anytime using the Top Up feature if you see your balance getting low.
📌 Reminder:
The CRM only checks once every 24 hours to auto-recharge — so if you notice a low balance today, it’s smart to manually top-up immediately.
Important:
You can turn off Auto-Recharge under Billing Settings (click your profile image at the top right).
❗ We do NOT recommend disabling Auto-Recharge!
🧮 How to Check Your Credit Balance
Your available credits are displayed at the top-right corner of the CRM dashboard (for the primary user account).
Sub-users do not have access to view credits.
💡 How to Keep CRM Costs Under Control
📌 Important Notes About Credit Costs
We do not control the pricing for texts, 10DLC registration, or other credit-using services.
All credit costs are set by third-party providers that power the CRM’s telephony features.
Prices may change at any time based on those providers’ decisions.
🤝 Build Trust Faster With Leads
4 Simple Campaign Upgrades
Trust is at an all-time low — and the noise from social media, texts, emails, and ads is at an all-time high.
That’s working against you — but you can fight back with a few simple improvements.
✅ Small tweaks might not impact every lead...
✅ But they will make the difference with some leads — and that’s exactly what grows your business.
Losing even one lead could mean missing out on a closed loan and a referral.
🚀 Here’s What You Should Do:
🎯 The Goal
Make sure leads see you as a real, trustworthy professional — not just another random message in their inbox or phone.
✅ A few small upgrades = a huge boost in credibility.
CUSTOM JAVASCRIPT / HTML
Using The Prescreen Deal Sheet Application
This is only useful for non-qm / commercial lending.
This is a commonly used short application that collects the basic info you need to determine if a deal is a viable one and even shop it around with your wholesale lenders. Watch the video if you want to know how it works.
CUSTOM JAVASCRIPT / HTML
MOBILE PHONE APP
Stay connected with your leads — even when you’re away from your desk!
How to Set It Up:
· Download the mobile app - just search for Agentgogo CRM in your app store.
· Log in with the same username and password you use on the desktop version.
· Enable notifications so you never miss a hot lead!
What You Can Do in the App:
· View, call, text, or email leads instantly.
· Update lead stages.
· View tasks and appointments.
· Get notified when leads reply.
Pro Tips:
✅ Turn on all critical notifications — missed texts or calls = missed opportunities.
✅ Add a fake lead and start clicking around in the app -- it's pretty straight forward
how lead-flow & the process works
⚠️Understanding Round Robin
Important Info For Booking Calendars With A Team Using Round Robin!!!
CUSTOM JAVASCRIPT / HTML
Want a Better Workaround With The Calendar Complications For A Round Robin Team?
If you want to upgrade to a 3rd part tool that will fix this issue and always assign leads to the proper calendar of the team member who owns the lead you can get youcanbook.me calendar system at $14.40/mo/user. We'll do the setup and integration of this for $50 one time and your problem will be solved.
You can also use this calendar to book other appointments outside of our program so it can be rather useful. Just email us that you want to do this or learn more.
Please do not proceed with this without letting us know because special instructions are needed first!
You can get this done in just a few minutes.
PRO TIP - Work Leads Using The CRM Phone Number Only!
Don't Confuse Leads With Your Personal Phone Number
When you're making your first attempts at contacting a lead, you absolutely should NOT use a personal cell or office line.
This will only confuse leads who are already getting texts from the CRM number and it will harm conversions.
Until you've actually spoken with a lead, stay with the CRM number 100% of the time! After you've had a real conversation, you can start using your other one if you like.
Be sure you're giving this number in your voicemails as well!
How To Find Your Number
You might also want to write it down so you can reference it easily until you remember it.
Just go to Settings, then Phone Numbers to see it.
Here's a screenshot.
3 TIPS TO AVOID TECH PROBLEMS
USE CHROME or FIREFOX BROWSER
Almost all web-based software is designed to work on Chrome first and everything else last.
In our experience, you'll experience a lot of issues if you're using Edge, Microsoft explorer or Safari as browsers, especially with the phone system.
USING THE PHONE SYSTEM ON YOUR CELL
Among other things, you will be able to call leads from your cell phone using the app.
The app uses wifi calling, meaning it will need a good connection to your wifi or a good connection to 4G or 5G networks.
The phone calls will not work well without one of these, as it does not use 'normal' cellular network calling.
QUICK FIX FOR CRM GLTICHES
Most glitches are based on the browser, not the software itself. You should always try these two things before reporting a glitch.
1st Option: Just refresh the page itself.
2nd Option: Clear your cookies & cache.
If you clear cookies/cache on your whole browser, it will log you out of everything. To avoid that, just do it specifically for Agentgogo only.
Click the button below to get the link that will take you right there in chrome or google how to clear cookies/cache on individual sites within the browser of your choice.
Click the button below to get the link that will take you right there in chrome or google how to clear cookies/cache on individual sites within the browser of your choice.
One Last Tiny Thing!
There's a lot more stuff we'd like to show you, but this is a good start. The rest will come in time if you participate in the process fully by reviewing training materials & using our support.
But to make sure everything you just reviewed sinks in, please take the quiz below.
Ideally you'll score over 80%.
If you don't, do not fret, but please realize you'll definitely need our support & training as we help you with our proven process for converting leads.
Test Your Knowledge Here
CUSTOM JAVASCRIPT / HTML
Anxious To Start Marketing? Here's Something You Can Do Right Now...
Have old leads already? This is for you!
Want to provide extra value to referral partners ASAP even before you have leads you can share? This is also for you!
