Systems Training
& Resources

Set up your workspace

1. 1

   Confirm the account

   Open the account menu at the top right. Select the personal business or team you intend to work in; each account has its own Home information.

2. 2

   Choose what you see

   On Home, select Customize. Select the widgets you need and clear the ones you do not use.

3. 3

   Put important information first

   Drag the selected widgets into the order you want. Widgets move vertically. Select Apply to keep the arrangement.

Use Home to begin your day

1. 1

   Identify the next action

   Start with a practical question: “Who needs a response today?” or “Which client needs a next step?” Open Tasks to review your due work.

2. 2

   Work from the actual record

   For a client conversation, open the contact. For a transaction update, open the Opportunity. Record what happened there so the information is available when you return.

3. 3

   Return with a plan

   Decide what you will do next and give that action a due date. A dashboard is useful when it leads to a specific action, rather than another place to browse.

Create a contact in Command

1. 1

   Choose your personal business account

   If you are part of a team or Momentum Coaching, create your sphere contacts in your personal business account so you retain ownership. Select it from Command’s top-right account menu. For a team-provided lead, use the existing team record instead.

2. 2

   Enter the contact’s details

   Open Contacts → Create Contact. Enter the person’s name and the email and phone information you have. Add relevant details or tags to help organize the relationship.

   Use a primary email address that is not already assigned to another contact in the same database. Command also checks primary phone numbers to prevent duplicate contacts. Do not reuse someone else’s primary contact information.

   For spouses or partners: once both people have their own contact records, use Relationships to link them. Keep each person’s primary contact details on their own record.

3. 3

   Save the contact

   Review the information, then select Create. Your contact is now ready for activities, follow-up tasks, and Opportunities.

4. 4

   Need the contact in your team account?

   Move the contact you personally own when needed: three-dot menu → Change Account → select the team or Productivity Coaching account → Choose Account. You retain ownership while working the contact in that account. Release Ownership is a different action that gives ownership to the team.

   See the full team contact and ownership walkthrough in Transaction Training →

Record a conversation and its next action

1. 1

   Open the contact’s timeline

   Select + Add Activity on the contact record. Choose the activity type, such as Call, Meeting, Email, Text, or Note.

2. 2

   Describe what actually happened

   Enter the date and a useful description. Example: “Discussed a spring move; wants a pricing conversation in February.” Tip: choose the actual interaction type for a conversation. A Note adds background to the timeline but does not update Last Contacted.

3. 3

   Give the follow-up a date

   Use the follow-up task option when needed, choose the timing, and select Add Activity. A useful record explains both the conversation and what should happen next.

Twilio: text your contacts through Command

Twilio is the service KW connects to Command for text messaging. It lets you send a text from a contact record, receive replies in Command, and use texts in SmartPlans. Your Command texts use the Twilio number configured for your account.

Why it matters: the message history stays with the contact, so you can pick up the conversation with context. It also provides the sending service for automated SmartPlan texts. Saving a phone number in Contacts by itself does not enable automatic texting.

1. 1

   Set up the texting service

   Open Account menu → Settings → Connected Applications → Twilio. A new user starts with Subscribe in Marketplace, reviews the monthly credit plan, then returns to Select a Number to set up a Twilio number. The new-number workflow does not use your personal cell number.

   Check your carrier registration status in Settings and resolve any setup issues before relying on texts. Use the KW Answers setup guides below for the full process.

2. 2

   Send an individual text

   Open the contact, select a phone number that can receive texts, and choose Send Text with Twilio. Write the message, review the recipient and Calculate Cost, then select Send when ready.

   Tip: credits measure message usage. A longer message or special characters can use more credits even when the recipient sees one message; use the displayed cost rather than assuming one text equals one credit.

3. 3

   Read and respond to replies

   A reply creates a Command notification and appears in the contact record. Open it to read the conversation and reply. You can also receive and respond to Twilio messages in the Command App.

   Text people who have agreed to receive your messages. Having a phone number in your database is not the same as permission to send marketing texts. If someone opts out, respect that choice; adding them to another SmartPlan does not bypass it.

Build a reusable follow-up list

1. 1

   Choose your columns

   Return to Contacts and open Customize Columns. Show the information you need, arrange the columns, and adjust widths.

2. 2

   Narrow the list

   Open Filters, choose the relevant criteria, and select Apply. For example, filter to a tag you use for a particular group. Read the resulting names before saving it.

3. 3

   Save a SmartView

   Open the SmartViews menu, choose Create SmartView, give it a recognizable name, and save it. Reopen that SmartView to return to the saved list setup.

Create a task you can act on

1. 1

   Open the task form

   Go to Tasks → Create New Task. Enter an action as the task name.

2. 2

   Link the work

   Under Linked To, link a contact or Opportunity when relevant. A general business task can remain unlinked. For a contact task, choose Call, Text, or Other to match the work.

3. 3

   Set the details

   Add a useful description, priority, and due date/time. Use Repeat only for an action that should recur. In a team account, review who is assigned.

4. 4

   Save the task

   Select Create. For an Opportunity, link it from the same personal or team account where that Opportunity lives.

Work your task list

1. 1

   Find today’s work

   Use the due-date quick filters, or Filter → Apply Filters for more detail. Tip: search matches the task name. Include the client’s name in the title—such as “Call Jordan about the showing”—if you want to find it by that name later. The search does not inspect the linked contact or Opportunity name.

2. 2

   Do the action, then record the result

   Complete the task after doing the work. Call and text tasks ask for an outcome and description before Complete Task; this also records the interaction.

3. 3

   Reschedule unfinished work

   If the action still needs to happen, use the task’s reschedule action and choose a new date. Keep the task open until the action is done.

What is a SmartPlan?

A SmartPlan is a reusable follow-up routine in Command. You decide what should happen and when, then add the contacts who should follow that routine. It can combine emails, texts, and reminders for actions such as making a call, with time between those steps.

Instead of remembering every next action for every person, you set up the routine once and use it for the right relationships. You still handle conversations, respond to clients, and decide whether the follow-up fits their needs.

How the steps work

• Automated messages: an email step uses Command Email. An automated text step uses Twilio. Delivery depends on the service and contact information being ready.
• Actions for you: a call or task step creates work for an agent. It does not make the call or have the conversation for you. A text task reminds you to send a message yourself.
• Timing: the plan spaces the actions across its schedule. Once a contact starts, the steps unfold according to that plan; adding a plan to your library alone does not start it.

Example you could build: send a thank-you email after an open house → wait two days → create a call reminder → send a later check-in text through Twilio. The email and configured text can be automatic; you still make the call and respond to replies. The actual timing and messages are yours to choose.

How agents can use this in their business

• Stay in touch with your sphere: use a recurring call routine, such as Quarterly Call, to make relationship follow-up part of your workweek.
• Follow up after an open house or inquiry: prepare a relevant message and next-action routine so the initial conversation has a planned follow-up.
• Remember past-client milestones: use birthday or home-anniversary plans with the dates on the contact record to prompt timely contact.

The benefit is consistency: fewer next steps to remember, clearer daily work, and more chances to have useful conversations. Start with one group and one purpose, then adjust the routine based on the responses you receive.

Twilio: how a SmartPlan sends automated texts

Twilio is the texting service connected to Command. It supplies the sending number and delivery service for texts sent through Command. A KW Twilio subscription uses messaging credits; it is separate from sending a text manually through your phone’s messaging app.

In the SmartPlan designer, a Send Text step can send an automated Twilio message or create a text task. For an automated message, prepare the wording, review any contact merge fields, and set its place in the schedule. When an enrolled contact reaches that step, Command attempts the send through Twilio without you composing it again.

Twilio is not needed for a plan that only uses emails and call/task reminders. For automated texts, confirm the subscription, sending number, credit balance, and a usable recipient number first. On a team, check which agent is designated to send; their Twilio number and credits are used.

Learn Twilio setup, individual texts, and replies in Contacts →

Choose and prepare a plan

1. 1

   Find a plan for a specific purpose

   Open SmartPlans → Library. Search for the kind of follow-up you need, rather than choosing only by popularity.

2. 2

   Inspect every step

   Use View Steps to review messages, tasks, and delays. Inspect the message content and consider whether its wording fits your relationship with the intended recipients.

3. 3

   Add your own copy

   Select Add SmartPlan and complete the download. If the plan links to other plans, include the required linked plans. Your copy appears in My SmartPlans. Tip: downloading prepares your copy; it does not start the plan for anyone. Enrollment happens in the next section.

4. 4

   Review the delivery setup

   Review every text step before enrollment. An automated text requires Twilio; a text task requires an agent to send the message. If an automated send fails, check the contact Timeline and your Twilio setup instead of assuming the client received it.

Enroll contacts and choose the start

1. 1

   Select the intended people

   In My SmartPlans, use the plan’s Add Contacts icon. Select the contacts, using tags to narrow the list if useful, then select Add to SmartPlan.

2. 2

   Resolve missing information

   Read any missing email or phone warnings. Update those records or remove the affected contacts before starting, rather than knowingly enrolling people with unusable contact information.

3. 3

   Choose the timing

   Select an immediate start, a future date, or staggered enrollment when offered. For a call plan, stagger enrollment to match the number of calls you can make each day; starting everyone at once creates the first reminders together.

4. 4

   Confirm only when ready

   Review the people and timing, then select Confirm. “Start all now” begins the first step immediately. Birthday and Home Anniversary plans offer only the immediate-start option and use the dates on the contact record.

Keep the follow-up relevant when someone responds

Read the reply in the contact record and decide the next personal action. A response does not stop every plan automatically. Optional Auto Add/Remove Rules can remove a contact when they reply to an email or automated text from that plan, if you configure those rules.

Tip: a reply to a separate, one-off message does not trigger those plan-response removal rules. Review the contact’s current plan when the conversation changes.

Prepare and send the referral

1. 1

   Choose the receiving agent

   Open Referrals → New Referral. Select an agent from your network or use Find Agent to search for someone in the destination area.

2. 2

   Enter the agreed terms

   Review the referral type, agreed fee, acceptance deadline, and relevant price information. Add notes explaining the client’s location, timeline, and what they need next.

3. 3

   Attach the right client

   Select an existing personal contact or use Create New Contact. Review the client’s name, phone, email, address, desired area, and timing.

4. 4

   Review the handoff and send

   Read the receiving agent, client, terms, and notes together. Select Send, or Add Contact and Send when creating the contact in this workflow.

Track the response and maintain the handoff

1. 1

   Return to My Referrals

   Use the status views to find the referral. Pending awaits a response; Active means it has been accepted. Sending alone does not mean the other agent accepted.

2. 2

   Read or provide an update

   Open the referral and use Send Update to add useful progress notes. Review Notes & Updates and the Activity Log for the history.

3. 3

   If you receive a referral

   Review the terms and client details before choosing Accept, Reject, or Counter. Make the response an informed decision rather than simply clearing a notification.

Create the Opportunity

1. 1

   Select the transaction’s account and type

   Open Opportunities, confirm the account, then choose Create Opportunity. Select Listing, Buyer, Landlord, or Tenant to match the work.

2. 2

   Connect the client and people doing the work

   Search for and select the buyer, seller, landlord, or tenant contact. Review assignees for a team Opportunity. The contact must be available in that account.

3. 3

   Give the record a useful name

   Review the generated Opportunity name and edit it if needed. For example, use a name that distinguishes a client’s purchase from their separate sale.

4. 4

   Choose where it begins

   Select the appropriate Phase and Stage. Enter the information you have, such as budget or listing price and estimated close date, then select Create.

Keep the pipeline useful

1. 1

   Open the correct record

   Read the client, type, and Opportunity name before updating it. In the details, keep the known transaction information current.

2. 2

   Move it when the work progresses

   On the pipeline board, drag the card using its handle into the appropriate stage or phase. Moving to a different phase puts it into that phase’s first stage; confirm the resulting stage.

3. 3

   Use the relevant workspace

   Use tasks/checklists for actions, Documents for transaction paperwork and compliance, and Offers & Commissions for offer and commission records. Moving a pipeline card does not replace those activities.

Prepare the audience

1. 1

   Build the group in Contacts

   Apply the filters for the people you intend to reach, then use SmartViews → Create SmartView and save it. Choose a name that explains the audience.

2. 2

   Read the resulting list

   Review the people matching that view. A meaningful audience might be past clients expecting your market update; it should not be everyone in your database by default.

Build and test an email draft

1. 1

   Open the campaign form

   Go to Marketing → Emails → Create Email Campaign. Give the campaign an internal name and choose its recipient SmartView.

2. 2

   Review the sending information

   Enter the subject and review Reply-To. Reply-To comes from Command Email settings and cannot be edited in the campaign form. Choose the intended send time.

3. 3

   Prepare the content

   Use Create or Select Design to select a template, or use the available text/HTML options. Replace placeholder copy and review names, contact details, images, and links.

4. 4

   Save and send yourself a test

   Use Save Draft while preparing the campaign. Use Send Test to review the email in your own inbox; open its links and read it on your phone.

5. 5

   Launch deliberately

   After reviewing audience, content, Reply-To, and timing, choose Send or Schedule when ready. Saving a draft and sending a test do not send the campaign to its audience.

Read Database Overview

1. 1

   Open the report

   Go to Reports → Business Reports and open the Database Overview card. Favorite it if you will return regularly.

2. 2

   Separate completeness from contact activity

   Database Health reflects the information in your records. Database Activity groups contacts by when you last contacted them: 0–30, 31–60, 61–90, or over 90 days. A complete record and a recent conversation answer different questions.

3. 3

   Read scope and freshness

   Confirm whose database you are viewing. Where team reporting is available, review the team or individual scope. Tip: check Last Update before repeating an edit because a metric looks unchanged. Database Overview may take 1–2 hours to reflect your work.

Turn the finding into work

1. 1

   Choose a small improvement

   If records need information, work on the details you can verify. If relationships need attention, identify an appropriate group for personal follow-up. For example, plan five meaningful conversations rather than aiming only to change a percentage.

2. 2

   Open Contacts and create the next action

   Use Contacts to review the relevant records and log interactions. Use Tasks to give follow-up actions a due date.

3. 3

   Return after doing the work

   Review the report again after the data refresh. Look at both the activity and the quality of your records; a report change should reflect useful business activity.

Find the property first

1. 1

   Open Listings

   Go to Listings and review My KWLS for your own listings. Use the search box to locate the property.

2. 2

   Review the record you found

   Read the address and listing information before using it. If the property is already available, use that record rather than creating an unnecessary internal duplicate. If your listing is missing, use the KW Answers listing guide to investigate.

Create an internal listing when appropriate

1. 1

   Choose its audience

   Select Create New Listing. Choose the appropriate sharing scope, such as Market Center, team when available, or Do Not Share, then continue.

2. 2

   Enter the listing basics

   Review category, property type, internal status, and expiration. The initial internal expiration can be no more than 30 days out. Confirm the listing agent and any co-agent.

3. 3

   Enter the property information

   Add the price, property details, and address. Selecting the address suggestion places it on the map; a manually entered address does not make it searchable on the map. Add the appropriate images and links.

4. 4

   Preview before creating

   Use Preview, correct any details with Edit, then select Create Listing and review the required acknowledgment. Recheck the intended sharing scope.

Open the correct site

1. 1

   Select the account

   Confirm the personal business or team in Command. Open Websites and find the site under My Website.

2. 2

   Open the editor

   Select Manage Website, then Homepage. If the site has not been launched, use the first-time setup guide below before attempting page customization.

Customize and publish the homepage

1. 1

   Choose a layout intentionally

   In Homepage Layout, preview a layout and select Apply Layout. Search emphasizes property search; Hero emphasizes imagery; Brand includes a call-to-action option.

2. 2

   Edit the banner

   Open Banner. Review the headline, images or video, and the content below the headline. Choose the search bar, a custom button, or no additional control as appropriate.

3. 3

   Review the property section

   In Featured Properties, set the center point, radius, and price range for the listings you want displayed.

4. 4

   Publish and inspect the result

   Tip: this editor’s preview updates when you select Publish, which also makes the changes visible to visitors. Review your edits before publishing, then open the public site on desktop and phone to test the headline, contact details, search, and buttons.