Getting Started
- Getting Started
- Dashboard
  - My Dashboard [Lenders]
  - My Dashboard [Agents]
- Dashboard Overview and Guides
  - User Activity Dashboards - Feature Summary
- Activity Stream
  - What is My Activity Stream?
  - Activity Stream Overview
- Initial Customer Onboarding Resources
- Admin Training Videos
- New User Resource Overview and Guides
- New User Training Videos
  - Total Expert for Real Estate Professionals
  - Foundations for Loan Officers
- Best Practices Videos
- Mobile
- Mobile Overview and Guides
  - Total Expert Mobile App Feature Summary
- TE_Engage SMS
  - Engage SMS: Provisioning and Deprovisioning Numbers
Release Resources
- Release Notes
- Release Overviews
- Previous Release Highlight Videos
Product User Guides
- Product User Guides
My Account
- My Account
- My Account Simulations
- My Account Overview and Guides
Co-Marketing Partners
- Co-Marketing Partners
- Co-Marketing Partner Simulations
- Co-Marketing Partners Overview and Guides
Leads & Contacts
- Contacts
  - Contacts FAQ
  - How to Filter Contacts and Leads
  - How to Export My Contacts
  - How to Merge Duplicate Contacts
  - How to Send SMS Messages to Contacts
  - How to Save a New Contact List
  - How to Share Contacts
  - How to Add Journeys to Contacts
  - How to Send BombBomb Videos to Contacts (Basic Integration)
  - How to Send Text Message Opt-In Request to Contacts
  - How to Change Contact Owners
  - How to Archive Contacts
  - How to Send Emails to Contacts in Bulk
  - How to View Synced Office 365 Emails in Contacts
  - How to Silence Communications With Contacts
  - How to Delete Contacts
  - How to Add Contacts to Groups in Bulk
  - How Can A Contact Opt Back In to Receive Emails?
  - How to Send Direct Emails to Contacts
  - How to Quickly Add Contacts and Connections
  - How to Opt Contacts Out of Email Notifications
  - How to Assign Contacts
  - How to Organize My Contact List Columns
  - How to Add Individual Contacts
  - How to Remove a Contact From a Journey
  - How to Add Individual Contacts to Groups
  - How to Add Notes to Contacts
  - How to Edit Contact Information
  - How to Take Bulk Action on Contact Lists
  - How to Opt Contacts Out of SMS Messages
- Contact Simulations
  - Global Search Contact and Visibility - Simulation
  - Create Folders & Tags - Simulation
  - Delete Folders and Tags - Simulation
  - Do Not Contact - Simulation
  - Downloading Weekly and Monthly Reports - Simulation
  - Save and Edit Contact List - Simulation
  - Contact Details Page - Simulation
  - Video File Size - Lesson
  - My Contacts - Simulation
  - Global Contact Search and Visibility - Simulation
  - Create a New Contact - Simulation
- Contact Overview and Guides
  - Contact List - Feature Overview
  - Merging Contacts
  - Transferring Loans and Contacts
  - Creating a Lead From a Contact
  - Archiving Contacts
  - Create a Lead from the Contact Record - Feature Overview
  - Taking Multiple Actions on Contact Records - Feature Overview
  - Navigating the Configurable Product Panel - Feature Overview
  - Contact List - Feature Overview
  - Saving Lists on the Contacts Page
  - My Contacts
  - How to Create a Lead from a Contact Record - Feature Overview
  - Global Search Contact and Visibility - Feature Overview
  - SMS Feature Summary
  - Pipeline Views Feature Overview - Simulation
  - Sharing and Assigning Contacts
- Leads
  - How to Invite Contacts to Co-Market
  - How to Create a Lead Source
  - How to Create Action Plans
  - Different Customer Communication Preferences
  - How to Create a Lead Route
  - How to Update Lead Source Settings
  - How to Manually Create Leads
  - How to Edit Lead Information
  - Temporary Work Around- Search By All Contacts
  - How to Claim Aged Leads
- Lead Simulations
  - Lead Intake Lead for Loan Officers - Simulation
  - Creating Lead Sources (leads) - Simulation
  - Lead Status Change - Simulation
  - Creating Lead Sources for End Users - Simulation
  - Editing a Lead Source - Simulation
  - Creating Organization- Wide Lead Sources for Admins - Simulation
  - Building a Lead Distribution Workflow on User Qualification - Simulation
  - Building Lead Distribution on User Availability - Simulation
  - Setting up Simultaneous Lead Distribution - Simulation
  - Lead Management Feature Overview - Simulation
  - Create Lead Sources (Contacts) End User - Simulation
  - Transfer Loans and Contacts - Simulation
  - Email Disclaimers in Email Builder - Simulation
  - Advanced Lead Management Contact Ownership - Simulation
- Lead Overview and Guides
  - List of Available Actions - Feature Overview
  - Organization-Wide Groups - Feature Walkthrough
  - Getting Started With Listing Insights - Marketing Admin
  - Getting Started With Listing Insights - End User
  - Lead Assignment
  - My Leads - Feature Overview
  - Manually Create an Organization-Wide Lead Source With the Comms Package - Feature Overview
  - Create Leads - Feature Overview
  - Planning Worksheet for End User Journeys Rollout
  - Claimable Leads Queues
  - Call Queue for Administrators
  - Call Queue for End Users
- Focused View
  - How to Create a Custom Focused View
  - How to Log an Outcome
  - How to Add Journeys to Focused View Contacts
  - How to Add Notes to Focused View Contacts
  - How to Copy Focused Views
  - How to Reposition Focused Views?
  - How to Delete Focused Views
- Focused View Simulations
  - Copying and Editing Standard Focused Views - Simulation
  - Creating Standard Focused Views - Simulation
  - Deleting a Custom View - Simulation
  - Deleting a Standard Focused View - Simulation
  - Editing a Standard Focused View - Simulation
  - Creating a Custom View from a Blank View - Simulation
  - Creating a Custom View from a Marketer View - Simulation
  - Copying & Editing a Custom View - Simulation
  - Managing and Resolving Contacts Within a Focused View - Simulation
  - Focused View Feature Overview for End Users - Simulation
  - Focused View Feature Overview for Marketing Admins - Simulation
  - Focused View Feature Overview for End Users - Simulation
- Focused View Overview and Guides
  - Focused View for End Users
  - Getting Started With Focused View
  - Focused View For Administrators
  - Focused View End User - Feature Overview
  - Focused View Marketing Admin - Feature Overview
  - Flexing Journeys to Bring Custom Fields Into Focused Views
  - Focused View and Call Queue
- Listing Insights
  - Listing Insights FAQ
  - What Are Listing Insights?
  - How Can I See Listing Insights Within Contact Records?
- Listing Insight Overview and Guide
  - Listing Insights
  - Listing Insight Alert - Feature Overview
- Contact Groups
  - Contact Groups FAQ
  - How to Create Smart Groups
  - How to Create Manual Groups
  - How to Add Contacts to Groups in Bulk
  - How to Send Emails to Groups
  - What Are Groups?
  - How to Edit Groups
  - How to Remove Contacts From Groups in Bulk
  - How to Remove Individual Contacts From a Group
  - How to Delete a Group
  - How to Make Groups Available to all Organization Users
  - How to Work With Organization-Wide Groups
- Communications
  - What is the Communications Package?
  - How to Place Calls Using the Dialer
  - How to Create a Lead Source With the Communications Package
  - How to Send SMS Messages Using the Communications Package
  - How to Create Leads From Contacts
  - How to Add Notes During Calls
  - What is Shotgun Lead Distribution?
  - How to Edit Lead Information
  - Lead Assignment for End Users
  - How to Access the Activity Log
  - How to Add Contacts to Journeys in the Call Queue
  - How to View Opportunity Details
  - Call Recording and History
  - How to Use the Call Queue
  - How to Log Outcomes in the Call Queue
  - How to View Lead Detail Information
  - Preferred Number in Dialer Feature
  - How to Call Contacts in the Call Queue
  - What is the Preferred Dialer Number?
  - How Do I Add Preferred Numbers to My Contact Information?
  - How to Choose Your Preferred Dialer Number
  - How to Receive Calls
  - How to Edit Opportunity Details
  - How to View Contact Details and History in the Call Queue
  - How to Email Contacts in the Call Queue
  - Call Recording Transcriptions
  - How to Take Admin Actions on Contacts in the Call Queue
  - What is User Availability?
  - How to Change My Availability Toggle
  - How to Receive Inbound Call Campaign Leads
- Communication Simulations
  - Call Queue Basics - Interactive Simulation
  - Call Queue for End Users - Simulation
  - Communications Companion Course - Simulation
  - Creating a Claimable Leads Queue - Simulation
  - Preferred Dialer - Simulation
  - Using a Claimable Leads Queue - Simulation
  - Using the Drop Voicemail Feature - Simulation
- Communication Overview and Guides
  - Communications Feature Overview
  - Preferred Dialer for Communications Package
  - Call Transcription
  - Preferred Dialer
  - Engage SMS
- Custom Field Overview and Guides
  - Custom Fields
  - Custom Fields - Feature Overview
  - Managing Custom Fields
- Recruiting
  - The TE Recruiting Module - Microlearning
- Tasks
  - How to Mark Tasks as Complete
  - Managing Tasks
  - How to Create Tasks
  - How to Create Recurring Tasks
  - How to Edit Tasks
  - How to Delete Tasks
  - How to Bulk Edit Task Assignees
  - How to Bulk Edit Task Due Dates
- Pipeline Views
  - How to Use Organization Pipeline Tabs
  - How to Add and Manage New Pipeline Tabs
- Pipeline Views Simulations
  - Creating and Managing Pipeline Views for Marketing Admins - Simulation
  - Creating and Editing Pipeline Views for Users - Simulation
- Pipeline View Overviews and Guides
  - Organization Level Pipeline Views - Best Practice Framework and Views
Customer Intelligence (CI)
- Credit Inquiry Alerts
- Equity Alerts
- Rate Alerts
- Credit Improvement Alerts
  - What Are Credit Improvement Alerts?
  - How to Choose Contacts to Monitor - Credit Improvement Alerts
- Life Events
  - What Are Life Events?
  - How to Choose Contacts to Monitor - Life Events
- Customer Intelligence Overview and Guides
Content Marketing
- Email Marketing
- Email Marketing Simulations
- Email Marketing Overview and Guides
- Print Marketing
- Print Marketing Simulations
- Print Marketing Overview and Guides
- Web Marketing
- Web Marketing Simulations
- Web Marketing Overview and Guides
  - Posting a Single Property Site to Social Media
- Posting Content to Social Media
- Lead Capture Apps
- Lead Capture App Simulations
  - Lead Capture Apps: Event Registration - Simulation
  - Lead Capture Apps: Open House - Simulation
- Lead Capture App Overview and Guides
  - Lead Capture App - Feature Overview
Campaigns
- Campaigns
- Campaign Simulations
- Campaign Overview and Guides
  - Campaign Feature Overview
  - Editing an Auto Campaign
- Campaign Builder
- Campaign Builder Simulations
- Campaign Builder Overview and Guides
Journeys
- Journeys
- Journey Simulations
- Journey Overview and Guides
Integrations
- Integrations
- Integration Simulations
- Integration Overviews and Guide
Contact Import
- Contact Importer
- Contact Importer Overview and Guides
Reporting and Analytics
- Reporting Overview and Guides
- Analytics
- Analytics Overview and Guides
- Analytics Simulations
Loans
- Loans
- Loans - Simulations
  - Creating a Loan Participant - Simulation
Teams
- Teams
  - How to Manage Your Team
  - Manage Your Team and Logging Into Team Member Accounts
- Team Simulation
- Team Overview and Guides
  - Teams
  - Setting Team Priority
Expert Content
- Expert Content Simulations
- Expert Content Overview and Guides
- Strategy Guides
- Holiday Card Program
Engagement
- LO Daily Success Plan
- Gamification Email Templates
- LO to Agent Sales Kit
- Quick Hit Feature Overview Videos
- Co-Marketing Partner One-Pagers
- Agent Tutorial Quick-Hit Videos
- Product Enablement Tools
- Playbooks/Best Practice Documents
- Available Engagement Journeys
- Self-Serve Engagement Kits
- Recordings and Videos
Developer Resources
- Developer Resources
Maxa Design Center
- Maxa Design Center
- Maxa Design Center Videos
The Expert Academy
- The Expert Academy Resources

When to Use Which Product Support Resource

Modified on: Wed, Nov 8, 2023 at 2:08 PM

Method of Contact	Summary of Guidelines	Priority	Examples	Primary Inquiry Categories
Chat	Used for quick, transactional questions and concerns. Please keep your messages brief and concise. Be specific about the issue you are facing. Have all your account information ready if you can. Allow some time for our representatives to respond. They may be assisting other customers.	Low	Password reset requests Common product functionality questions	Co-Marketing Partners Dashboards Leads and Contacts Task Management User/account information
Email	Used for questions and concerns that take some time to research and understand. Please provide clear and detailed description of your issue or question. Include relevant screenshots or attachments, if applicable. Use a descriptive subject line to help us prioritize your inquiry. Include any specific names of journeys, campaigns, flyers, contacts, etc.	Low Medium	New product features Contact imports Marketing inquiries	Data imports Marketing - email/print/web Loans Listing and MLS data Reporting
Portal Click HERE to view	Used for questions and concerns that take time to research, understand the scope, deal with possible defects, and anything that requires higher priority. Provide comprehensive description of the issue and include steps to reproduce. Attach any relevant documents, images, or videos that can show the issue in more detail. Indicate priority level.	Low Medium High Urgent	Potential bugs and defects Journey reviews Other high-priority concerns	Integrations Marketing automation Merchandise Organization Admin Marketing management Total Expert API