Success Assurance: Complete Guide

Success Assurance is BoomTown's lead qualification service. Your dedicated Concierge team acts as an extension of your business, reaching out to new leads within 90 seconds to start conversations, ask the right qualifying questions, and set appointments on your behalf.

Terminology note: Throughout BoomTown, the feature is called Success Assurance and the people who work your leads are referred to as the Concierge (or Concierge team). Some product tabs and settings (Concierge tab, Concierge Settings, Concierge Notes) use "Concierge" in the UI label — those names are preserved below. Clients sometimes refer to the whole service as "Concierge."

A full video series covering Success Assurance is available on the Training Portal and takes less than 10 minutes to complete.

The OnDemand Training course (about 9 minutes) covers:

Separate walkthrough videos are available for the Text-Only and Text + Call packages.

When a new lead registers, Success Assurance handles the first outreach — but you still play a role. Your recommended actions depend on which package you have.

Because the Concierge is making calls in addition to texting on this package, your role starts later in the week:

Because the Concierge is on your side, you can focus on the warmest opportunities while the team monitors your new and existing leads for high-interest behaviors. Prioritize these folks for a personal phone call.

The Concierge listens for these activities:

Continue to monitor your NOW panel for leads the Concierge is not engaging — these are leads you can provide direct value to, such as:

Create a few Smart Segments to prioritize your day and find leads that need your attention:

If you have questions about any of these, contact the Support team.

Watch for these notifications:

Appointment Set.

If you've set up Calendly in the Concierge tab, the Concierge will set appointments with leads for you. You'll be notified via email and push notification. The expectation set with the lead is that this is a phone appointment, not in-person.

Needs Appointment. If you're not using Calendly, the Concierge will let you know when a lead is ready to meet with an agent and will deliver all applicable details from the conversation.

Needs Attention. Sent at any stage of qualification when agent action is required. The Concierge will continue to engage with the lead after sending the notification.

Needs e-Alert. The Concierge will share the property criteria that matter to the lead (location, price, type, beds/baths, etc.) so you can customize the lead's e-Alert to match their preferences.

Impersonating means temporarily joining the conversation as the Concierge. When you impersonate, you're speaking to the lead as the Concierge, so keep that in mind when answering questions or referring to yourself.

The Concierge will alert you when they need help via Needs Attention notifications — keep an eye out and act accordingly.

For example: if a lead asks the Concierge about HOA fees in a specific neighborhood, the Concierge will send a Needs Attention notification so you can hop in if you're available. If you're not, the Concierge will keep the conversation going so no momentum is lost.

To impersonate, open the Text Message Conversations modal on the lead's profile and click the Impersonate Concierge button.

Since the Concierge handles the majority of phone follow-up for your new and database leads, be intentional about the drips you're using and when they kick off.

Drip emails should focus on highlighting your business, vendors, or features of the site. Avoid language like "I've been trying to contact you" — it can feel pushy and creates a confusing lead experience once the Concierge actually connects with the lead.

Needs e-Alert notifications from the Concierge are a vital part of driving traffic back to your site and providing value to your database. E-Alerts are the #1 driver of database leads that convert into Conversation-Ready leads via the Concierge.

Set up pertinent E-Alerts for each new lead even when the Concierge is reaching out. If the conversation fizzles out or the lead isn't quite ready to transact, they'll still have easy access to your site (not your competitor's).

To help improve Success Assurance, rate each Concierge conversation directly in the BoomTown CRM. Did the Concierge knock it out of the park? Could they have dug a little deeper with a lead?

Open the Text Message Conversations modal on a lead's profile and click the Rate Conversation link. Every rating is reviewed and folded into training and coaching programs for the Concierge team.

Success Assurance empowers you to win more business, but some leads don't need to be connected with the Concierge. You can control this in three ways:

In Concierge settings, choose which lead sources the Concierge engages. For example, if you don't want the Concierge engaging leads with the Lead Source "Friend or Family," deselect it here.

Note: This setting applies to both new and database leads.

Choose which lead categories the Concierge monitors for high-interest behaviors. Hot and Pending are automatically excluded on setup, but you can select any other categories you'd like.

Note: Don't add too many categories — it limits the pool of leads the Concierge is monitoring and you don't want to miss opportunities.

For your database, you can specify tags that the Concierge should not engage. For example, if an agent named Sara wants to manage her own outreach, you could tag her leads "Sara - No Concierge." Once the tag is added to your Concierge Settings, Concierge outreach is disabled for those leads.

Navigate to the Concierge tab in the left-hand menu, then select the Concierge Settings tab.

If you have a Calendly account and want the Concierge to schedule appointments for you, drop your unique Calendly link in this field. To set this up:

Select how your Concierge introduces themselves to your leads via text message. If the Concierge connects with a lead via phone call, they will use their real name — this helps avoid confusion for the lead.

Concierge Notes are how you relay team- or company-specific information back to the Concierge team. Aside from your agent name, team name, office address, and time zone, the Concierge team cannot see any other specifics about you or your team — Concierge Notes fill that gap.

What to include:

List all of the areas you service. If a lead wants to see a property outside your coverage areas, the Concierge will let them know and you can decide whether to refer to someone else.

Customize buyer and seller greetings. This isn't required — if you take no action, the default greetings are used (see the Scripts section below).

Important — TCPA compliance: If you customize your greeting, you must include language that allows your leads to opt out of text communication. TCPA guidelines (which apply across all platforms, not just real estate) require greetings to contain STOP or END language to be compliant. Without this, your messages will not be delivered to your leads.

Working Hours let you set a daily time frame during which you want to work new leads. During those hours, the Concierge will not reach out to new leads.

What happens to new leads during Working Hours? They're auto-claimed to you.

How do I switch back to 24/7 Concierge coverage? Leave your Working Hour selections as-is and check the Always Use Concierge box. This overrides any Working Hours.

Can I prevent the Concierge from working leads overnight? Working Hours can only be set from 12:00 AM to 11:55 PM on a given day, so there's no way to turn the service off overnight. You can, however, turn it off for late-night hours (e.g., 10:00 PM – 12:00 AM) or early-morning hours (e.g., 12:00 AM – 6:00 AM).

Open the lead's profile in Lead Central and click the blue Send to Concierge button above the Lead Activity Window.

Only eligible leads can be sent to the Concierge. If the Send to Concierge button isn't available on a lead's profile, that lead isn't eligible.

Note: This doesn't affect new leads — they'll continue to go to the Concierge team automatically.

Click the Manage Agents tab to adjust who has Success Assurance.

Activate individual users by clicking a user, or activate in bulk using the Select drop-down. Activated user cards display a green border.

Save when finished.

A confirmation notification appears in the bottom right.

Note: After a user is activated, their new leads are sent to the Concierge and count toward your monthly lead minimum.

Deactivate individual users by clicking a user, or deactivate in bulk using the Select drop-down. Deactivated user cards display a red border.

Click Save, then confirm in the pop-up by clicking Deactivate.

A confirmation notification appears in the bottom right.

By default, all lead sources are set to be contacted by the Concierge. To restrict which sources the Concierge engages:

The Concierge Campaign tab shows the steps a Concierge team member may take until they establish two-way communication with a lead.

Campaigns are initiated based on category, timeframe, lead type, and lead source. Select a campaign title to see the steps.

Every new lead enters Success Assurance through the same flow. The outcome depends on whether the Concierge connects with the lead and how the lead responds.

Step 1 — Initial outreach. When a new lead registers, the Concierge makes the first contact (a call on Call + Text plans, or a text on Text-Only plans).

Step 2 — Was a connection made?

Step 3 — Qualify Campaign → Watch Campaign. If the Qualify Campaign still doesn't produce a connection, the lead moves to the Watch Campaign (first outreach on Day 14, duration up to 365 days).

Step 4 — Lead Response outcomes. When the Concierge connects, the lead's response determines the outcome. Each outcome moves the lead to a specific BoomTown Lead Category:

Timeline-based categorization. When a lead confirms or provides a timeline, they're placed in a Lead Category based on that timeline, and the Concierge schedules the next outreach accordingly:

Concierge outreach continues for up to 365 days.

Note: The journey above describes the lead experience when they first enter your database. Success Assurance will not actively change these Lead Categories when the Concierge reaches out regarding a database lead's high-interest activity later on.

The Concierge operates under these communication rules:

Weekday non-restricted hours: 8:00 AM – 9:00 PM in your time zone (continental US).

Weekend non-restricted hours:

Database Outreach Settings let you exclude lead categories and company tags from being sent to the Concierge even when they exhibit high-interest behaviors. For example, to prevent the Concierge from reaching out to Closed leads, add the Closed category to Excluded Categories.

Only Broker/Admin users can adjust Database Outreach Settings.

Hot and Pending leads are excluded by default. Adjust using the +Add Category link, or click the x to remove a category.

Only Company Tags can be excluded from Database Outreach. Click +Add Tag and select a tag from the drop-down.

Important: Adding a tag to a lead on the exclusion list will not remove the lead from a campaign that's already been assigned — the exclusion does not apply retroactively. There is currently no way to pause a campaign and claim a lead when a tag or category is added, or when the settings are changed.

The BoomTown CRM is where you log your communication with leads. Your Concierge's communication with leads also appears on the Lead Profile within BoomTown.

The text message counter includes both texts you've sent and texts sent by your Concierge. Your text history in BoomTown displays messages you've sent through your BoomTown system as well as texts sent by the Concierge. To view Concierge text communication with your lead, click the text icon on the lead profile to open the Text Modal.

When your Concierge logs a call with a lead, it appears in the Lead Profile History. The call is shown as logged by the Concierge, and the note includes any other details from the call. Calls logged by the Concierge are included in the call counter at the top of the Lead Profile as well as in Lead Central.

If a lead registers with a landline phone number during Concierge calling dark hours, the lead will be called during the necessary timeframe.

Note: This does not apply to Text-Only subscriptions.

Pro tip: "Sent to Concierge This Month" is a great starter segment — just select "This Month" for the Date Sent filter.

Status changes to a lead in Success Assurance automatically trigger Lead Category updates in BoomTown. The BoomTown Lead Categories used by Success Assurance are Hot, Nurture, Watch, Qualify, Archive, and Trash — see The New Lead Journey under Campaigns for how each is assigned.

Who can take advantage of Live Transfer? Customers on a Success Assurance Call + Text plan.

Can Live Transfer be activated per agent? Yes. Broker/Admins can activate each agent individually.

Can agents select their preferred transfer number? Yes. Agents let a Broker/Admin know what the number is. In Concierge Settings, agents can choose Mobile, Office, BoomTown number, or enter a custom number.

Can multiple numbers be selected for transfers? No — only one phone number can be chosen per agent for Live Transfers.

What number will the Concierge transfer from? The Concierge dials from 843-806-0174. If your phone carrier supports auto-populating Caller ID, it will show as "BT Concierge."

Does Live Transfer cost extra? No.

How does this impact Text-Only Success Assurance customers? Text-Only customers can still access the updated reporting in Lead Central (without Live Transfer metrics). This reporting is now available to agents as well — previously, only Broker/Admin users could access it.

Download the BoomTown NOW app to receive push notifications.

You'll be prompted to allow push notifications during setup. To enable them manually:

On iPhone:

On Android:

Email notifications are enabled by default and sent from no-reply@boomtownroi.com.

Push notifications require the BoomTown NOW app. Calendly emails require the Calendly integration to be set up under the Concierge tab.

(Note: email subject lines are literal system strings — the phrase "by Concierge Service" is what users will see in their inbox.)

Greeting:

Hi there! My name is [Concierge Name], I am the [Concierge Title] for [Company Name]. I noticed you looked at a couple of homes on our site, and I wanted to see what questions I can help answer, or if you would like to schedule time to see a few properties this week?

Second attempt (5 minutes after first message):

Please let me know if we can help or if you prefer a call over text message 😊

Qualifying questions:

Closing:

Great, thanks for all the information. I will pass this back to our team. If they have additional questions, when is a good time for them to follow up?

Greeting:

Hello there! We received your request for more information on your home. My name is [Concierge Name], and I am the [Concierge Title] for our team. We'd be happy to create a market value report for you. Do you mind if I ask a couple questions about your home?

Second attempt (5 minutes after first message):

Please let me know if we can help or if you prefer a call over text message 😊

Qualifying questions:

Closing:

Great, thanks for all the information. I am going to pass this off to our team so they can start building the custom valuation for you. If they have any more specific questions, what is a good time for them to reach out?